Implementation Specialist

EveryMundo, A PROS Company (www.everymundo.com) is a global leader in airline performance marketing technology, currently extending to cater other industries including hospitality and events. We help our customers drive direct-channel growth with high-performance solutions. Our products increase traffic, improve conversion rate, enhance user experience, and drive brand engagement on and off the client’s website.

EveryMundo is proud to be part of PROS Holdings Inc,  a leading SaaS platform provider that enables direct, personalized customer engagement to create superior brand experiences and foster brand loyalty. Our cultural fit with PROS is what makes our combination so unique and compelling and why we will further transform the brand experiences all businesses deliver. 

We are seeking to add an Implementation Specialist to our Engagement Services team in Asia-Pacific! Ideal candidates are based in Singapore or Hongkong.

In this position, you will be responsible for supporting product deliveries, assigned tasks within the delivery process including requirements submission to technical teams, testing, and delivery of our business solutions.

Our ideal candidate has the following traits (in order of priority):

1. An analytical mind and a natural curiosity to solve problems
2. High attention to detail
3. Excellent time and task management skills
4. Strong verbal and written communication skills
5. Proactivity and self-motivation
6. An interest in the digital world and in using new products & tools

EveryMundo offers the opportunity to learn quickly and make an impact in a hands-on and fast-paced environment. If you thrive in a highly collaborative environment and are a self-starter who possesses a desire to have a big impact in a growing company, you might be the right fit for this position! 

WHAT YOU’LL BE DOING: 

• Collaborate with internal Customer Success and Software Development teams to ensure all required work is completed on time and meets expectations.
• Assist with scheduling resources, meeting requirements gathering deadlines and help with managing the fulfillment of customer requests to ensure excellent customer service and accurate time tracking.
• Participate in end-to-end implementation planning including project management, issue management, communication and change management.
• Own the implementation and technical onboarding of assigned customers.
• Key point of contact between customers and internal cross functional teams, closely monitoring key deliverables and timelines.
• Help streamline iterative processes by contributing to process improvements and documentation.
• After becoming a product expert, help extended teams with troubleshooting and product configuration.
• Support the preparation of customer meetings and deliverables within assigned projects. 

WHAT YOU HAVE:

• Strong critical thinking and problem-solving skills
• Excellent time management and organizational skills with appropriate sense of urgency and proactive approach
• Strong organizational skills and detail-orientation
• Strong writing and communication skills
• Willingness to work hard in an entrepreneurial, flexible environment
• Understanding of and interest in the digital/online market
• Native-level English language proficiency
• Comfortable working with new software tools – not afraid of new technology
• Intermediate to advanced experience with Microsoft Excel
• Bachelor’s degree in Business Administration (or related field)
• 1-2 years of project management experience is a plus
• 1 year of API integrations and Systems/IT is a plus 
• Basic understanding of web development, web design, or software engineering experience is a plus

What we expect from you during the first year:

Within 3 months:

• Complete the Junior Project Manager/Delivery Specialist training schedule for new team members.
• Develop thorough understanding of the development sprint planning process and deadlines.
• Follow ongoing Product Deliveries and help with day-to-day business activities.
• Contribute to process documentation while training.
• Demonstrate expertise in product CMS:
• Set up new customers in CMS according to agreed-upon requirements.
• Complete pre-development requirements, schedule development tickets, and perform User Acceptance Testing (UAT) before product delivery to customers. 

Within 6 months:

• Understand the purpose and function of all EM products as well as the Product Life Cycle (PLC).
• Demonstrate understanding of customer pricing logic and QA pricing data collection independently.
• Autonomously manage the requirements for the input and output of development tickets related to assigned projects. 
• Demonstrate expertise in product CMS:
• Assist development team with CMS related tasks
• Trouble-shoot and resolve customer requests received via the EveryMundo Support Desk

Within 12 months:

• Perform advanced product troubleshooting and determine the root cause of issues.
• Fully document new requirements without the need for templates.
• Lead product deliveries and work independently on projects based on defined processes.
• Assist the Product Delivery Team in executing day-to-day activities for new products and features going through the Product Life Cycle.
• Suggest process improvements for efficiency of product deliveries.
• Understand SEO impacts of product implementation decisions and changes.

What we offer: 

• Paid Parental Leave
• Company paid English Classes
• Uncapped vacation and sick days
• Flexible schedule
• Virtual yoga classes
• Monthly wellness and company activities

Why work with us?

EveryMundo believes strongly that our culture and values enable us to perform at the highest level for our customers. 

• Teamwork, Empowerment, Execution, Communication, Learning, Diversity, Change are our Company core values.  

This culture and system of values serves us internally while also guiding our interactions and decisions regarding our customers. It is important to us that our culture and values are represented in our strategies, our output, and our communications. We invite our customers to collaborate with us in the spirit of these values.