Senior Implementation Manager

Job Description

Job Description

ABOUT WAY

Way is building the AI, data, and infrastructure layer for the experience economy.

As artificial intelligence automates labor and people reclaim time, the shift toward spending on experiences over things only accelerates. Way sits at the center of that shift as the platform, intelligence layer, and curated marketplace on which experiences are created, distributed, and sold.

Founded in 2020 and headquartered in Austin with offices in Paris and San Francisco, Way built the category of experiences in hospitality from the ground up, during a pandemic that had shut the industry down. Leading global travel, retail, lifestyle, and hospitality brands leverage Way, including Hyatt, Hilton, Alaska Airlines, Aspen, Piaget, and countless others.

Way’s position is layered by design: a proprietary data network built on millions of experiential data points, the system of record for experiential operations, an e-commerce layer embedded directly into partners’ customer journeys, and a marketplace through Partner Exchange, where brands across hospitality, travel, lifestyle, and retail co-create and co-sell experiences with one another. Every brand that joins makes the network more valuable to every brand already on it.

That combination of data, workflow, distribution, and network effects is not something that can be vibe-coded into existence. It compounds. It is what positions Way as the durable infrastructure for the experience economy regardless of how the technology landscape evolves.

Way is backed with $22m in capital from Tiger Global and strategic family offices and angel investors. The company has mid-8 figures of ARR from a global enterprise customer set, with outstanding growth and efficiency metrics. Key Responsibilities

• Manage internal and external stakeholders by setting and managing timelines for implementation project plans for Enterprise and Mid-Market customers to achieve Time to Launch and Time to Value targets.
• Coordinate with internal and external stakeholders to drive the success of Enterprise Level to build a foundation for future Enterprise account expansion.
• Master the Way product, and be a strategic advisor to your client partners through the entire implementation phase from closed sale to go-live.
• Achieve a high level of customer satisfaction while continuously serving as a customer advocate throughout their long-term partnership.
• Build strategic client relationships from a top-down and bottom-up approach working across corporate brand teams in the hotel and hospitality industry as well as property level contacts for managing experience programming on Way.
• Provide clean hand offs from implementation to Customer Success and Support teams at the conclusion of the product implementation phase.
• Provide input on improving the customer experience by participating in customer journey mapping, and general feedback driving continuous process improvement to enhance time to value from a customer perspective and business perspective.
• Communicate product escalations and feature requests.
• Balance multiple stakeholder priorities and remove blockers to drive adoption.
• Occasional travel for client visits is required.

What We're Looking For

• 3+ years of experience in a client-facing role for software implementation services
• Strong analytical, organizational and problem-solving skills
• Proficient in data analysis, interpreting results to drive meaningful conclusions
• Experience in influencing stakeholders to drive decision-making
• You should be excited about startups and not looking for an easy job - this is a commitment, but it’s a commitment that will set you, and as a byproduct, the company, apart from the pack
• Candidates are required to be located in or willing to relocate to Austin, TX - Way is building a workplace environment of team members who are passionate and excited to be together in person at its space in downtown Austin to continue to enable our fast-paced growth trajectory

Why Join Way?

Way is a company for people who want to do the best work of their careers at a technology company and in an industry that will continue to flourish as humanity embraces AI. The standard for building an exceptional software company has changed, and Way is being built to meet it, with urgency, ownership, and a pace of execution well above the industry norm. The market direction is not in question. As AI absorbs more and more work, humans have more time and more money to spend on experiences, and the brands they spend it with need infrastructure they cannot build themselves.

• Compensation: competitive salary calibrated to experience, and meaningful equity in a sustainably growing company with real value creation already realized.
• Coverage: full health, dental, and vision.
• The work: direct access to the world’s most recognized consumer brands and the mandate to move quickly on their behalf.
• The tools: the best available, and the expectation that you use them to raise your own ceiling.
• Experience firsthand: an annual hotel and travel stipend at the properties and partners in Way’s global ecosystem.
• Where you’ll be: in a beautiful office in Austin, San Francisco, or Paris.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.