Training and Implementation Specialist

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 software is the hotel accounting software 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 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 100% employer paid medical, 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, competitive salary.  We are a certified Drug Free Workplace and Equal Opportunity Employer. 

Description Summary: The Training & Implementation Specialist, Accounting Core is responsible for one-on-one and group training of hospitality accounting professionals utilizing M3 accounting and reporting software.  Perform all phases of group training and ensure customer knowledge and understanding of all system functions through classroom training, videos, and web conferencing.  Work with customer and internal teams to establish and execute an achievable implementation schedule.  Develop, setup, and maintain all processes and import files required to timely and accurately on-board customers. 

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. 

Primary Responsibilities:  

• Works independently with minimal supervision required to accomplish the key functions of the position.  
• Work with Customer(s), Sales Team, and Training Team to evaluate on-boarding needs and implementation/project timing. 
• Coordinate kick-off calls to establish training and implementation plan and go live dates. 
• Coordinate and schedule all customer-related training for Accounting Core accounting software. 
• Complete advance preparation for all training classes including customer communication and database setup.  
• Create and maintain documentation including manuals, hand-outs, enhancement documentation, and automated training videos for both customer and in-house personnel. 
• Provide new and existing customer training and support based on defined criteria and objectives. Deliver training in-person and via webinar. 
• Work extensively with excel to support importing customer data (ex: historical information, vendors, invoices, budget, forecast, COA, etc). 
• Develop and maintain positive working relationships with customers through emails, phone calls, and other avenues.  
• Oversee and assist with creating customer training in tracking tool. 
• Work closely with business analyst to share feedback from customers regarding new products and product changes. 
• 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. 
• Conduct semi-annual group training sessions at an off-site location.  
• Take advantage of any continuing education, seminars, or workshops to better understand the programs and to be more knowledgeable in assisting customers. 
• Assist project team, as needed. 
• Travel (up to 50%) to support Customer Implementation/Training as needed. 
• Perform additional duties as assigned.  

Education/Training/Experience:  

• 5-10 years of experience in a directly related position with 2 years in accounting. 
• Bachelor’s Degree in Accounting or Finance highly preferred, or an equivalent combination of education and experience. 
• Strong competency for customer service in the professional services industry required.  
• Knowledge of accounting principles. 
• Hospitality experience is preferred. 
• Skill in providing an exceptional customer experience. 
• Skill in verbal and written communication to analyze, interpret and address customer needs. 
• Knowledge of computer operating systems. 
• Knowledge of computer software. 
• Proficient Working knowledge of Microsoft Office applications. 
• Must be highly skilled in use of Excel Spreadsheets and formulas.  
• Ability to work in a time critical environment and possess a sense of urgency. 
• Must be able to multi-task, establish priorities and organize efficiently.  
• Ability to be flexible and quickly adapt to changing business needs and processes. 
• Ability to employ professionalism at all times. 
• May be required to work unconventional hours or shifts, weekends, holidays.   
• 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. 
• Must have knowledge in Excel on how to create Pivot Tables, v-Lookups, knows how to work with formulas, conditional formatting, nested "if" statements, tips & tricks in general, and Basic Excel skills. 
• Critical thinker and decisions maker.  

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 travel in representing the company’s interests required. 
• Ability to attend work and meetings with excellent attendance and punctuality. 
• Ability to bend and lift up to 25 lbs.