Technical Implementation & Support Manager

About DerbySoft

Connecting different businesses together is what DerbySoft's all about. We make the travel business easier by developing intelligent technology services delivering superior performance for our customers around the globe. We're passionate about empowering companies to achieve their goals and transforming how companies interact with their customers.

DerbySoft has been recognized as a distinguished partner to the industry since 2002 offering strengths through exceptional technology and customer service with local operations globally.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours.

Role Summary

The Technical Implementation and Support Manager acts as the primary point of contact between new customers and DerbySoft, ensuring a seamless onboarding experience. Reporting to the appropriate leadership team, this role is responsible for implementing customer solutions in accordance with contractual and product requirements, prioritizing speed and efficiency.

This position actively manages implementation timelines and customer support, ensuring compliance with agreed-upon service level agreements (SLAs) to enhance customer satisfaction. The role partners closely with engineering, business development, and performance teams to deliver effective technical solutions for hotel chains and channels, while contributing to continuous improvement through data analysis and operational insights.

Key Duties & Responsibilities

• Actively implement hotel chains, OTAs, and new channels on the company's digital marketing platform, ensuring seamless integration and optimal performance.
• Collaborate with software engineers to identify and resolve implementation challenges, ensuring a smooth onboarding process for clients and minimizing downtime.
• Provide timely and effective technical support for customers, ensuring all issues are resolved in accordance with agreed-upon service level agreements (SLAs).
• Facilitate communication among engineering, business development, performance, and customer teams to ensure alignment with implementation goals and SLA adherence.
• Deliver effective technical solutions for chains and channels during implementation and support phases, ensuring all technical requirements are met and functionality is optimized.
• Collect, analyze, and manage implementation and support data to contribute to regular reporting, providing insights that drive continuous improvement in service quality and operational effectiveness.
• Streamline implementation and support processes to enhance efficiency, ensuring workflows are optimized for speed, scalability, and quality outcomes.
• Participate in planning, coordination, and execution of implementation activities in alignment with business and operational priorities.
• Share best practices and insights to enhance team capabilities and improve overall implementation and support performance.
• Participate in training as assigned by the company.

Core Competencies

• Demonstrates strong ownership of implementation and support outcomes, ensuring tasks are completed on time and meet quality standards.
• Analyzes and interprets implementation and support data to drive informed decision-
• Strategically plans and aligns resources and activities with organizational goals, ensuring efficient and effective execution.
• Adapts to changing client needs, technologies, and priorities, demonstrating flexibility and resilience in dynamic environments.
• Consistently strives to achieve high-quality outcomes, meeting or exceeding performance targets and customer expectations.
• Identifies opportunities for improving workflows and operational efficiency, enhancing scalability and service delivery.
• Facilitates clear, concise, and effective communication across cross-functional teams and with clients.
• Builds strong relationships and fosters a collaborative environment to achieve shared objectives across teams and stakeholders.

Knowledge, Skills & Abilities

Required Qualifications

• Bachelor's degree or above in Marketing, Business, Hospitality Management, Information Technology, or a related field.
• 5+ years of experience in hospitality electronic distribution, digital marketing, travel, and/or hospitality industries.
• Strong ability to think critically and creatively to solve problems, with a demonstrated entrepreneurial mindset.
• Proficiency in reading, understanding, and explaining software specifications to both technical and non-technical stakeholders.
• Strong written and verbal communication skills in English, with the ability to collaborate effectively across global teams.
• Experience conducting market analysis independently, staying informed on product updates, and identifying commercial opportunities.
• Ability to adapt to varying work schedules to support international teams and clients.
• Strong interpersonal skills with the ability to build relationships, influence stakeholders, and maintain customer satisfaction.

Preferred Qualifications

• Experience working with hotel distribution systems, OTAs, or digital marketing platforms.
• Familiarity with implementation lifecycle management and customer onboarding processes.
• Experience working cross-functionally with engineering, sales/business development, and performance teams.
• Ability to analyze operational and performance data to drive strategic improvements.
• Demonstrated ability to optimize workflows and improve service delivery processes.

Travel: None

Where You'll Work: We welcome remote applicants from most locations across the United States. Employees residing in the Dallas, Texas area will work in a hybrid model with one in-office day per week at our corporate headquarters in Dallas.

Benefits

• Flexible Schedule
• Generous Paid Time Off
• Competitive Pay
• Annual Bonus
• Referral Bonus
• Health, Dental & Vision Benefits
• Company provided Life Insurance Program
• Company provided Long - Term Disability Benefits
• Voluntary Life
• Employee Assistance Program
• Company Matching Retirement Program

DerbySoft, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We also participate in E-Verify for anyone hired in the United States of America.