The posting
About Us
Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact.
We're trusted by more than 12,000 companies worldwide, including Bolt, GoCardless, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem https://www.perk.com/shadow-work-report.
Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.
At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel, fintech, and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team.
Visit www.perk.com http://www.perk.com to learn more.
ABOUT THE TEAM
The Implementation team onboards our Premium, Pro and Enterprise customers onto the Perk platform, guiding them from signup to launch. We provide consultative, administrative, technical and educational support, and recommend ways to optimise each client's experience.
ABOUT THE ROLE
The Senior Implementation Specialist is a change management and consultative expert who owns the onboarding and successful adoption of our Enterprise clients. You dig deep into client needs, define the best onboarding strategy, and lead change inside the customer's organisation. You bridge platform capabilities and client expectations, delivering a 7-star experience from first contact through long-term success.
You ensure new clients are fully prepared to book business travel on Perk: configuring accounts to their requirements, supporting integrations and troubleshooting, and getting users ready through tailored training. You are confident steering clients towards the recommendations that serve them best in the long term, even when these differ from their original request.
Technical expertise is central to the role. You are the in-depth expert on the Perk Travel platform and its configuration options, and you understand integrations and open APIs well enough to guide clients and their IT teams through marketplace partner and custom-built setups. You can troubleshoot issues, translate complex technical concepts for both technical and non-technical audiences, and recommend the most effective mix of automations, integrations and platform features for each client. You also learn new tools and concepts quickly as the product evolves.
You are also a mentor for the Implementation team and the wider Revenue organisation, trusted as a source of expertise both internally and externally.
RESPONSIBILITIES
- Be the first impression of Perk and the first point of contact for clients and escalations throughout implementation, always delivering 7-star service.
- Hold consultative conversations to gather client requirements, and answer them with experience and data-driven best-practice recommendations.
- Own the timeline, rollout plan and account while it is in implementation, preparing and executing onboarding plans with strong project management and directing work across the internal team.
- Act as the subject matter expert in change management and adoption, leading customers through introducing a new travel tool and policies, and providing guides, templates and recommendations to support long-term success.
- Act as a technical solutions expert: identify the best solutions for each client's needs, prioritising automations, integrations and the full range of platform functionality.
- Configure client accounts to their specifications and provide technical support and troubleshooting, including setting up integrations with marketplace partners or custom-built API solutions.
- Plan and deliver tailored training sessions for newly onboarded customers, including executive-level stakeholders and company-wide training.
- Lead cross-functional projects, keeping all internal stakeholders aligned on the goal of full customer ramp-up. Collaborate with Sales, Account Management, Product, Engineering and Finance.
- Prioritise accounts based on client and business needs.
- Simplify complex technical information for all audiences.
- Support Pre-Sales by explaining what an implementation will look like and how the platform can meet prospects' needs.
- Validate configuration and account satisfaction by monitoring client booking behaviour after launch, and proactively offering support or recommendations.
- Review completed implementations to improve your own process and the team's, following a cycle of execute, assess, improve, repeat.
- Mentor colleagues and set an example for the Implementation team and the wider Revenue organisation.
WHAT WE LOOK FOR
- A customer-first mindset, focused on a smooth onboarding and on what clients need to be happy in the long term.
- A proven track record as a high achiever in an Implementation Specialist role, with previous experience working with Enterprise clients.
- Success managing and delivering complex, international projects in a fast-paced environment, including defining scope and handling changing requirements while keeping the project on course.
- Demonstrated ability to work with C-level stakeholders to clarify their requirements and concerns clearly and professionally.
- Superb communication skills, and the ability to build relationships at all levels internally and externally, adapting your approach as needed.
- A thoughtful, consultative approach to making recommendations to clients and internal stakeholders.
- Organised, structured and analytical, with strong problem-solving skills, creativity in solutions and keen attention to detail.
- Tech-savvy, with an understanding of basic technical concepts around integrations and open APIs, and the ability to learn and adapt quickly.
- A solution-oriented, proactive mindset with a commitment to continuous improvement, spotting opportunities to improve things for clients and the team.
- Excitement for challenges and a personal drive to make a difference.
AI at Perk AI is embedded in how we work across every function. The tools you'll use day-to-day are AI-enabled so you can move faster and spend more time on the work that matters. In practice, that means using AI to research and prioritise accounts, draft and refine outreach, handle customer interactions more effectively, synthesise information, and cut through shadow work - the invisible tasks that pull people away from the work only they can do - so you can focus on relationships and outcomes.
How We Work
At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.
For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.
Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.
Protect Yourself from Recruitment Scams
All official communication from Perk will always come from email addresses ending in @perk.com http://perk.com or @externalperk.com http://externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk .com, and we will confirm whether it is legitimate.
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