M3 (www.m3as.com) is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back-office operations, reduce costs, gain real-time insights, and drive portfolio performance across thousands of properties in North America and beyond.
Description Summary:
The Senior Manager, Implementation & Training - Accounting leads the Accounting customer implementation lifecycle, including implementation ownership, configuration, training, launch readiness, and transition to ongoing Support. This role is accountable for team performance, delivery quality, customer experience, capacity, and continuous improvement across Accounting product implementations. This role provides leadership to the Strategic Implementation Manager and the Accounting Implementation and Training team, with supervisors or team leads reporting to the role as business needs require. The role independently manages day-to-day department operations, translates business priorities into actionable plans, and makes decisions within established authority. The Senior Manager is expected to proactively resolve issues, drive accountability, and deliver results with limited direction from the Director.
Essential Duties:
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.
- Lead, coach, and develop the Strategic Implementation Manager, Accounting Implementation and Training employees, and any supervisors or team leads assigned to the function through clear expectations, regular feedback, performance management, cross-training, and succession planning. · Translate department goals into team and individual expectations, monitor progress, address performance gaps, and follow through on corrective actions without requiring repeated direction. · Lead the team responsible for the Accounting implementation lifecycle from sales handoff through discovery, configuration, customer training, go-live readiness, stabilization, and transition to Support. · Manage customer assignments, capacity, schedules, KPI’s, milestones, dependencies, aging work, and delivery risk across Accounting product implementations.
- Independently establish team priorities, allocate resources, and adjust assignments and schedules to meet delivery commitments, service standards, and business objectives within approved staffing and budget parameters.
- Evaluate team structure, skills, workload, and staffing needs; make employee assignments and staffing decisions within delegated authority; and recommend hiring, promotions, or organizational changes requiring additional approval.
- Ensure the team clearly understands and documents each customer’s accounting processes, system setup, data and access requirements, training needs, and criteria for a successful implementation.
- Establish and maintain standards for implementation ownership, Accounting configuration, quality review, customer communication, documentation, and launch readiness.
- Own Accounting customer-training strategy, curriculum needs, delivery standards, scheduling, completion expectations, and team readiness for product and process changes. · Ensure training reflects each customer's configured workflows and helps customers understand both product use and the purpose of key hospitality-accounting processes.
- Identify stalled, high-risk, or complex implementations early and establish clear recovery plans, ownership, dates, and customer communication.
- Resolve routine operational issues and customer escalations within established authority. Escalate matters requiring Director involvement promptly, with a clear assessment, recommended action, and anticipated business or customer impact.
- Coordinate multi-product customer work with Insight and Labor Management, Integrations, Support, Sales, Customer Success, Product, Engineering, QA, and other partners.
- Maintain a consistent, measurable handoff to ongoing Support, including complete customer, configuration, training, open-item, risk, and ownership information.
- Use implementation results, training feedback, handoff defects, early-life support cases, and customer escalations to improve processes, documentation, configuration quality, and customer readiness.
- Establish, monitor, and communicate implementation, configuration, training, customer-experience, capacity, and handoff performance measures.
- Keep the Director informed through concise reporting on results, risks, capacity, and decisions requiring leadership involvement.
- Ensure appropriate team ownership and coverage for customer delivery, configuration, training, support, and documentation. Provide direct management involvement when severity, complexity, or business risk warrants intervention.
- Protect confidential customer, employee, and company information and ensure compliance with established security, quality, and operating standards.· Perform other duties reasonably related to Client Operations and evolving business needs as assigned.
- Perform other duties reasonably related to Client Operations and evolving business needs as assigned.
Education/Training/Experience:
- Seven or more years of progressive experience in SaaS implementation, customer onboarding, software configuration, customer training, accounting software, professional services, or a comparable customer-delivery function; equivalent experience will be considered.
- Five or more years of formal people-management experience in SaaS implementation, customer onboarding, customer training, professional services, or a comparable delivery function, including independent responsibility for team performance, resource planning, operational decisions, performance management, and employee development. Demonstrated success leading a team and delivering measurable results with limited oversight.
- Experience leading managers, supervisors, team leads, or senior individual contributors preferred.
- Demonstrated ability to independently lead a team or operational function, exercise sound judgment, manage competing priorities, and achieve measurable results with limited oversight.
- Demonstrated experience managing customer implementation portfolios, milestones, configuration work, training delivery, risk, and cross-functional dependencies.
- Demonstrated working knowledge of accounting processes required; hospitality-accounting experience strongly preferred.
- Demonstrated experience leading or materially improving SaaS customer-training programs, curriculum, delivery standards, trainer effectiveness, launch readiness, and implementation-to-support handoff practices.
- Strong customer communication, facilitation, organization, analytical, and escalation-management skills.
- Bachelor's degree preferred.
