Implementation Specialist - Growth

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. Perk is trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week – a $1.7 trillion problem. 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.

The role

The Implementation Team is responsible for the onboarding of all our Premium and Pro customers on the Perk platform, and for providing recommendations to optimise the customer experience. We guide new customers from signup to launch, providing consultative, administrative, technical, and educational support to maximise the customer’s experience with the Perk platform. As an Implementation Specialist (IS), you must be a change‑management and consultative expert who digs deeply into customer needs and delivers a tailored solution that meets those needs. You’ll use your platform expertise and stakeholder‑management skills to bridge platform capabilities and customer expectations, and produce a thoughtful rollout plan that covers immediate travel and long‑term success. As an IS, you will mentor the Implementation team and contribute across the revenue organization.

What You Will Do

• Provide the first impression of Perk to all customers in your portfolio and serve as the first point of contact during the implementation process.
• Define the best onboarding strategy, lead change within the customer’s organization, and support technical aspects related to integrations and account setup.
• Carry out consultative conversations with customers to collect their requirements.
• Offer data‑driven best‑practice recommendations to customers proactively.
• Drive customer onboarding forward, creating urgency for stakeholders.
• Manage the rollout of a new platform for your customers, providing guides, templates, and adoption recommendations.
• Take full ownership of the timeline, rollout plan, and account handling during implementation.
• Coordinate and conduct training sessions for newly onboarded customers, including executive‑level stakeholders and company‑wide training.
• Validate customer configuration and satisfaction by monitoring booking behaviour post‑implementation and offering support or recommendations.
• Embrace a pattern of execution, assessment, improvement, repetition, and evolution as the team and organization mature.
• Take on additional projects related to IS team alignment with other departments and ensure clear understanding of timelines, tasks, risks, and issues.

Additional Attributes Of An Implementation Specialist

Role Requirements

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