Software Training and Implementation Specialist

Who are we?

M3 is a Top 150 Workplaces winner named three years in a row by the Atlanta Journal Constitution! We offer you a stable work experience that is family-oriented, laser focused on our market 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 accounting software and services to deliver on our mission to drive hospitality company success. M3 is the most trusted provider of IT for hospitality financial success. Our software is the hotel accounting software used and trusted by the biggest names in the hospitality industry, 7000 customers strong. We are looking for talented professionals to join our team of 250 intelligent, diverse and friendly people!

We're located in beautiful, new buildings with Headquarters in Gwinnett County, GA just off I-85 and complete with an employee gym, bright, open work spaces and games in the break room. 

Compensation and Benefits: 

M3 offers a strong benefits package including choice of a 100% employer paid Medical family plan or two others with 75% employer paid medical, Dental and Vision for the employee and family plus Life, Disability, and Long Term Care insurance that the company provides free of charge; 401k with a 6% match; flex hours; blended office/home work options for most roles; three weeks paid time off to start; discretionary profit sharing; a great culture, competitive salary.  We are a certified Drug Free Workplace and Equal Opportunity Employer. 

Description Summary: Responsible for software implementation, training and support for web-based hospitality-specific time and attendance tools. Monitor data integrity on a regular basis. Acts as subject matter expert (SME) of the Time Management product.           

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.

• Works independently under minimal supervision to manage the training for new and existing Labor Management customers.
• Responsible for Training customers to use M3 Time & Attendance, scheduling, mobile Ap and Labor Standards.
• Responsible for delivering product knowledge and resolving complex customer issues.
• Monitor system and data processing and troubleshoot discrepancies as needed.
• Assist as needed with Setup of web-based Time & Attendance system for new customers and new hotels.
• Work closely with customers to determine additional customer needs.
• Assist with maintaining all customer requirement elements including detailed policies and time calculations.
• Understand all system calculations and how they flow in the system
• Verify system accuracy on a regular basis.
• Assist with creation and maintenance of appropriate support documentation for both customers and in-house personnel.
• 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.
• Create and validate customer driven policies and calculations using customers’ requests.
• Other duties as assigned.

Education/Training/Experience:

• 3-7 years of experience in a directly related position. Bachelor’s Degree in IT, MIS or Computer Science required, or an equivalent combination of education and experience.
• Hospitality experience preferred.
• Time & Attendance experience preferred.
• Knowledge of computer operating systems.
• Knowledge of computer software.
• Must have strong written and verbal skills in English as well as excellent interpersonal and training skills using technology and webinars to effectively deliver training.
• Skill in providing an exceptional customer experience.
• Member of APA or Payroll Certified is a plus
• Skill in verbal and written communication to analyze, interpret and address customer needs.
• Ability to work in a time critical environment and possess a sense of urgency.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Ability to always employ professionalism.
• May be required to work unconventional hours or shifts, weekends, holidays.
• Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database, and presentation software (MSWord, Excel, Access, PowerPoint)
• Must be able to build and maintain positive business relationships with co-workers and other business contacts.
• Specific certifications and trainings adding to the global experience of this professional welcomed and desired.

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.