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Training & Implementation Manager

2 months ago

Austin, United States ROLLER Full time
Job DescriptionJob DescriptionAbout ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - just to name a few

At the heart of ROLLER is our team - which consists of 150+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, and we are looking for like-minded people to join us on this amazing journey

About the Role

We are seeking a passionate software Training & Implementation Manager to join our Customer Operations team in North America.

You will manage the end-to-end implementation program of new customer accounts onto ROLLER, while partnering with our customers to become a trusted advisor. We're looking for someone who can continue the momentum created by Sales and keep driving value throughout the implementation phase of the customer journey.

The Training and Implementation Manager will become an expert in our platform and use this knowledge to provide best practice advice when training customers. You will take a proactive approach to managing key stakeholders, ensuring the successful delivery of goals and objectives.

What You'll Do
  • You will be responsible for the successful onboarding of new customers across the North American region
  • Utilize strong Program Management skills to ensure implementation projects are completed on time and to a high standard
  • You will become an expert in our product and apply a hands-on approach to platform configuration and implementation
  • Gather requirements and configure customer accounts as per their needs
  • Consult with customers to provide information about how to best use our platform for their business
  • Develop strong customer relationships that promote customer retention and loyalty
  • Work cross-functionally to ensure our customers have an incredible experience
  • Work with our payments team in implementing payment solutions both online & in-venue for new & existing customers

About You
  • You will bring at least 3 years of experience utilizing onboarding or program management skills, ideally in a SaaS or technology-based environment
  • Being based in Austin, Texas is highly preferred, however remote opportunities may be available to the right candidate.
  • Experience in the leisure & attractions industry is a bonus
  • You're tech-savvy and pick up new systems quickly. You have exceptional problem-solving abilities and a proactive, solution-oriented mindset.
  • You are a bar raiser with a great work ethic and passionate about being challenged
  • You work smart Your time management and resource management skills, partnered with your high level of attention to detail will set you up for success
  • You are someone who keeps it real and is always genuine
  • You're self-motivated & know how to work autonomously. You understand how to take ownership and manage multiple projects at once and can effectively prioritize tasks day-to-day
  • Comfortable with a rapidly changing environment and ability to adapt to evolving processes.
  • Process-driven mindset with a focus on efficiency and scalability.

Perks
  • Attractive compensation package and benefits.
  • You get to work on a category-leading product that customers love in a fun, high-growth industry Check our Capterra and G2 reviews.
  • 20 days of paid time off (PTO), 10 sick days, and 13 paid US holidays.
  • 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate).
  • Claim up to USD $140 work-from-home expenses per month.
  • 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers.
  • Free Medical Insurance.
  • 401(k) Plan with a 100% match on contributions up to 5%.
  • Engage in our 'Vibe Tribe' - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen
  • Team member Assistance Program to proactively support our team's health and well-being, access to coaching, education modules, weekly webinars, and more.
  • Highly flexible work environment with an All Access pass to WeWork, depending on your location.
  • Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
  • Individual learning and development budget plus genuine career growth opportunities as we continue to expand

What You Can Expect
  1. Initial call with our Talent Acquisition Manager
    You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
  2. Interview with the Hiring Manager
    You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
  3. Loop Interviews
    This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for
  4. Offer
    If all lights are green and the fit feel right, we'll conduct reference checks and you'll receive an offer to join

Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment