Software Implementation & Training Consultant - Total e Integrated - Toronto, Canada
(2024-07 - 2026-04)
- Lead the full customer onboarding lifecycle, serving as the primary project manager to ensure software deployments are delivered on time, within scope, and aligned with business requirements.
- Consulting with clients to understand business needs and recommend software configurations.
- Implementing integrations with third party systems, testing and validation to establish seamless workflow methodologies.
- Performing User Acceptance Testing (UAT) process, including the systematic tracking, prioritization, and triaging of customer feedback and technical requests.
- Create custom training materials aligned with the client standard operating procedures.
- Design training agenda, schedule sessions and guide users through software functions.
- Deliver end-user training to small groups on Total e Integrated software modules, tailored to client processes (e.g. golf operations and hospitality workflows).
- Provide analysis and troubleshooting in highly integrated client environments, offering fixes or workarounds when needed.
- Ensure high-quality client interactions, maintaining professionalism with both internal and external stakeholders.
- Escalate system errors and client change requests in Jira and analyze issues and simulate scenarios to identify root causes.
- Work closely with our Technical Teams, Product, Sales, Support, and Development teams to refine our delivery model and drive projects forward.
- Provide post go live support for a period of at least 60 days
- Establish a formal reporting cadence to track project health, deliverables, mitigation plans, and key performance indicators.
Professional Services Consultant (Customer Success, Implementation) - ServicePRO/Zunaso App – Help Desk Technology - Oakville, Canada
(2024-01 - 2024-04)
- Subject Matter Expert, leading with a consultative approach to demonstrate software features.
- Data structuring and supporting interface mapping for final test run and release in production environment.
- Delivering end-to-end software implementation, training and consultation on the product features and functionality.
- Presenting pre-sales demo to prospective clients and act as their main point of contact for all product related questions
- Drive strong customer engagement and satisfaction by executing deep business focused health checks and customer audits.
- Participate in the full Implementation lifecycle. Engage in discovery sessions to gather and analyze unique business processes.
- Gather client requirements for workflows, reports and other customization. Assist with setting them up in the solution.
- Conducting annual training that involves hands on training, Assignments and assessments.
- Gather client requirements for custom development or Third-party integrations with ServicePRO/Zunaso work order app.
- Liaise with the Product Development Team and prepare Statement of work.
- Prepare quotations for both new sales and upsell of product/services.
- Develop and maintain strong internal and external organizational relationships to deliver optimum services.
Implementation Analyst (SaaS Solution – Spa, Wellness) - Book4Time - Markham, Canada
(2021-10 - 2023-12)
- Identify and define Project scope, Stakeholders, Processes as per the post sales client hand-off.
- Conduct discovery calls with the client to fully understand their operational needs and translate them into project requirements.
- Develop and maintain project plans, create and adjust training and delivery schedules, detailing Project tasks.
- Lead the Implementations introduction call and discuss requirements, process and procedure with the client.
- Gathering client data for system set up and advance configurations and simultaneously schedule Implementation Kick-Off Call
- Coordinate internal, as well as third parties/vendors resources for the flawless execution of API and other Interface set up.
- Scheduling recurring project update calls to ensure that all projects are delivered on time, within scope, and within budget.
- Develop and maintain project documentation including project charters status reports, and project risks.
- Collaborate with the client team to discover the current operating processes and establish expectations
- Build resource management reports and dashboards for workload management and present them to the leadership team
- Assist all stakeholders during the onboarding process and mitigate project risks. Escalate issues to the management as needed
Implementation & Training Specialist (SaaS Solution - Hotel PMS, F&B, Spa, Catering, Golf, POS) - ResortSuite.Inc - Toronto, Canada
(2019-03 - 2021-10)
- Meeting with the project stakeholders over a project kick-off call following the sales process.
- Conduct Training/Consulting sessions in a professional manner (on site and remote)
- Creating a project plan, detailing the tasks during set timelines to meet the go-live timeline
- Collecting data and understanding the current operational process to customize the standard configuration
- Reviewing application configurations with the stakeholders and establish consent and sign off.
- Training clients on the administrative and the end-user functionalities /capabilities of the application
- Creating custom documentation (based on specific operational processes) and include it in the deliverables and CSM hand-off.
- Conduct post-live handoff from with the Client and Customer Success team to ensure smooth transition of the client.
- Initial interface mapping API information gathered over technical call for interface testing (Opera, Merchant gateway etc.)
- Supporting technical team during interface testing with the client to provide functionality related assistance (charge flow)
Inside Sales Specialist – Asia - Tourcan Vacations - Toronto, Canada
(2017-10 - 2019-03)
- Effectively handling day-to-day operations and sales in the Asia department.
- Respond to travel queries received over calls and emails.
- Preparing itinerary and proposals for agents and direct clients and following up on all quotes until closure.
- Liaise with the air department when planning itineraries and reservations for land products.
- Invoicing, where applicable and liaising with the accounts department.
- Managing client profiles in the database system for future reference.
- Tracking sales records to assess revenue forecast
- Managing client portfolio in the CRM system.
- Attending tradeshows and executing direct marketing activities.
- Participate in trade shows to create demand and lead generation.
Key Account Manager – Hospitality - Travelguru.com - Gurgaon, India
(2014-11 - 2016-01)
- Drive sales performance in the designated territory through implementation of sales strategy across a portfolio of hotels and contributing to exceed revenue targets.
- Develop and maintain regular and consistent partner contact at the property level and, when appropriate, with chain-level regional managers.
- Build relationships and networking with key decision-makers, influencers, and senior management of hotels and also with key travelers in an organization to achieve assigned sales targets.
- Business development and after-sales appraisal in an assigned territory.
- Monitor and analyze weekly sales reports to track the progress and performance of partners and corresponding markets and resolve any concerns/bottlenecks.
- Manage and maintain content for the partner on the company portal.
- Organize and host regional events/town halls for suppliers/partners to communicate company achievements, market forecast, and prospective service roadmap.
- Moderate contract and performance review meetings with suppliers/partners as necessary.
- Use seasoned expertise in destination, product, marketing, and operation management to enhance supplier/partner relationships and meet overall client needs.
Account Manager– Hospitality & Travel - RateGain IT Solutions - Noida, India
(2013-01 - 2014-10)
- Develop and sustain a strong hotel-partner relationship within the Asia Pacific region.
- Coordinate between client and the internal technology team to provide strong team representation and set proper client expectations.
- Ensure customer issues are acknowledged, during and after implementation, and resolved in a timely manner.
- Assess customization requests as required by the client and change settings based on the client's business needs.
- Train and encourage clients to use subscribed RateGain® products (i.e., Channel Manager Software Solutions) for product
