Customer Projects Specialist II

Who Are We?

M3 is a Top 150 Workplaces winner named by the Atlanta Journal Constitution! Employee-owned, family-oriented, and a great place to grow your career, our company-wide personal commitment to both clients and employees is simple: do the right thing and invest in long-term relationships. Together, we work to provide the highest standard of financial services and technology to deliver on our mission to drive hospitality company success. M3 helps make hospitality companies successful through technology that drives financial performance.

Our hotel accounting software is used and trusted by the biggest names in the hospitality industry. We are looking for talented professionals to join our team!

We're located in a beautiful and modern new building with the Headquarters in Gwinnett County, GA just off I-85. Our office is complete with an employee gym, bright, open work spaces, and games in the break room (pool, shuffle board, video games).

Compensation and Benefits: 

M3 offers a strong benefits package including 100% employer paid medical as well as dental, and vision for the employee and family; life, long and term disability, and Long Term Care insurance that the company provides free of charge; 401k with a 6% match; three weeks paid time off; discretionary profit sharing; a great culture, and competitive salary.  We are a certified Drug Free Workplace and Equal Opportunity Employer. 

Description Summary: Customer Project Specialist II is responsible for supporting new customer on-boarding projects and existing customer projects.  Also, completes projects for customers who need assistance with Accounting Core system maintenance and troubleshooting data discrepancies.  Works with customer and internal teams to establish and execute an achievable implementation/project schedule.  Maintains all processes and import files required to timely and accurately on-board customers and complete projects. 

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. 

• Work under close supervision from the Training & Implementation Manager and Implementation Lead.
• Work with Customer(s), Sales Team, and Training Team to evaluate on-boarding needs and implementation/project timing.
• Create customer projects in tracking tool.
• Submit billing for customer projects and new customer monthly fees.
• Support and update KPI tracking spreadsheet for audits.
• Maintain all customer implementation task completion schedule.
• Shares customer feedback to Implementation Lead regarding new products and product changes.
• Create and maintain documentation including manuals, hand-outs, enhancement documentation, and automated training videos for both customer and in-house personnel.
• Work extensively with excel to support importing customer data (ex: historical information, vendors, invoices, budget, forecast, COA, etc).
• Employ a high level of interpersonal and communication skills to effectively deliver customer requests.
• Deliver quality resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.
• Achieve and maintain to a performance standard. Including but not limited to; completion by due date, quality of work, customer satisfaction.
• Participate in training activities to maintain technical currency, and to broaden product knowledge.
• Provide new and existing customer training and support based on defined criteria and objectives.
• Maintain positive working relationships with customers through emails, phone calls, and other avenues.
• Take advantage of any continuing education, seminars, or workshops to better understand the programs and to be more knowledgeable in assisting customers.
• Assist with advance preparation for training classes including customer communication and database setup.
• Perform other duties as assigned.
• Train, implement, and support Intelligent Imaging customers

Education/Training/Experience:

• 1-3 years of experience in a directly related position is highly preferred and a minimum of 2 years of experience in bookkeeping/accounting related field is required.
• Associate’s Degree in Accounting or Finance highly preferred, or an equivalent combination of education and experience is required. A Bachelor’s Degree is a plus.
• Strong competency for customer service in the professional services industry required.
• Ability to demonstrate knowledge of accounting principles.
• Hospitality experience is preferred.
• Proficient Working knowledge of Microsoft Office applications.
• Must be highly skilled in use of Excel Spreadsheets and formulas.
• Excellent verbal and written skills.
• Must be able to multi-task, establish priorities and organize efficiently.
• Any of the above may be substituted with additional education or additional experience.
• Must have strong written and verbal skills in English.
• Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)
• Specific certifications and trainings adding to the global experience of this profession are welcomed and desired.

Skills & Abilities Required: 

• Organized
• Attention to detail
• Ability to multitask
• Deadline oriented
• Ability to work with minimal supervision
• Ability to adapt to change in work environment 

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to travel in representing the company’s interests required.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.