Implementation Specialist

Summary

Join Hopper as an Implementation Specialist and become the primary point of contact for hotel partners during their onboarding process. You will ensure seamless integration of new hotel contracts onto the Hopper platform, acting as a connectivity champion. This role requires exceptional organizational skills, navigating a fast-paced environment, and collaborating with internal teams. You will guide hotel partners through connectivity systems, monitor onboarding status, and collaborate with Market Management and Market Specialist teams. Success involves optimizing onboarding speed and quality, troubleshooting issues, and engaging with product management. The ideal candidate possesses strong communication and organizational skills, a self-starter mindset, and a deep understanding of onboarding processes.

Requirements

• Fluency in English & Spanish (Portuguese is a plus)
• Strong organizational skills with the ability to prioritize based on business impact
• A self-starter mindset, taking ownership of the onboarding portfolio with a proactive, results-driven approach
• Excellent communication skills, capable of building rapport with both internal teams and external partners
• Deep understanding of onboarding processes and their impact on property performance
• Curiosity and problem-solving skills, with the ability to ask insightful questions and provide solutions
• A bias for action – a “why do later what I can do now” mentality
• The ability to thrive in ambiguity, working with minimal guidance in a constantly evolving environment

Responsibilities

• Guide and support hotel partners through different connectivity systems and onboarding solutions
• Monitor and track onboarding status and partner interactions (emails, calls) in Salesforce
• Collaborate daily with Market Management and Market Specialist teams to ensure efficient onboarding
• Drive measurable results by optimizing onboarding speed and quality
• Proactively troubleshoot challenges or delays, ensuring swift resolution of connectivity or data-related issues
• Engage with product management on ad-hoc tasks and improvement initiatives

Preferred Qualifications

• Experience with Salesforce or similar CRMs
• Familiarity with XML logs and data output formats for troubleshooting
• Background in online travel agencies (OTAs), CRS providers, or the hotel industry
• Knowledge of SQL, Data Studio, Amplitude, or other data visualization tools

Benefits

• Well-funded and proven startup with large ambitions, competitive salary
• Quarterly performance bonus up to 30% of base salary
• Hopper offers group medical and dental insurance to full-time employees
• Hopper offers life insurance with short term and long term disability coverage
• All employees and dependents have access to telemedicine services, anytime, anywhere
• Please ask us about our very generous parental leave, much above industry standards!
• Unlimited PTO
• Carrot Cash travel stipend
• Flexdesk Access Pass & Work-from-home stipend
• Entrepreneurial culture where pushing limits and taking risks is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact