Implementation and Billing Specialist

About us
Event Temple is a high-growth technology company based in Vancouver, BC. We are the world’s leading Hotel Sales and Catering software, we’ve been voted #1 in the Hotel Tech Awards 5 years in a row and we’re growing rapidly. 

We help make travel and events happen. At Event Temple we believe in helping people of great character thrive and we are on a mission to create the future of sales and catering and be the most respected and innovative solution for hotels around the world.
 

About the role 
We are looking for an Implementation and Billing Specialist to join our Customer Success team. In this role, you will be responsible for data migration for new customers, getting them set up on our system, and all aspects of subscription management including billing of renewals, collection, churn processing, etc. The successful candidate is a customer-focused, tech-savvy specialist who will be responsible for initial setup (account and user level), integration setup (PMS connections, and other third-party integrations), and data migrations.
 

A Day In The Life 
As an Implementation and Billing Specialist, your day is dynamic and full of variety, where you’ll play a pivotal role in getting new customers up and running smoothly on our system. You'll regularly liaise with the Customer Success representative in charge of the customer onboarding and be a key point of contact for said customer, ensuring seamless data migration and flawless account creation.

Your day will involve everything from extracting and analyzing data to defining project parameters and executing seamless imports into the system. You’ll also set up new accounts, create document templates and other relevant material, and set up API/integrations with precision. You’ll collaborate with customers to build custom fields, menus, and other configurations to ensure their experience is perfectly tailored. With each step, you’ll make an impact on the customer journey, ensuring everything runs smoothly and efficiently from start to finish.

Every day offers a chance to contribute directly to a customer's success and help them unlock the full potential of our platform. You will also manage the billing aspects of the subscriptions, including invoicing and processing renewals, handling collections, downgrades, cancellations, and outstanding payments.
 

Critical Metrics
KPIs will be created based on the efficiency, accuracy, and customer satisfaction of data migration, account setup, document creation, API/integration setup, and customizations. Key metrics include the success rate and speed of data migration, account setup time, error rates in integrations, and the quality of custom fields and menus. 

Additionally, measuring customer satisfaction, the time taken for overall onboarding, and the rate of post-setup issues or support requests are important to gauge performance. 

Location: Vancouver Lower Mainland preferred for occasional in-person meetings. This role is otherwise primarily remote/WFH within Canada. 
 

Key Responsibilities:

• Lead data migration process, including extracting and analyzing data, defining project parameters, and executing seamless imports into the system.
• Set up new customer and user accounts on the system with accuracy and efficiency.
• Create and maintain essential customer-facing documentation (e.g., manuals, guides, technical specs).
• Configure API/Integrations between our tool and other tools we integrate with.
• Build and customize menus, fields, and other configurations as per customer needs.
• Act as a key liaison between internal teams and customers to ensure smooth implementation.
• Troubleshoot and resolve any setup-related issues to ensure a seamless onboarding experience.
• Continuously collaborate with cross-functional teams to optimize the implementation process.
• Provide timely and high-quality support to customers throughout the onboarding process.
• Managing  billing aspects of subscriptions, including collections, renewals, cancellations, downgrades, and churn as well as monthly billing audits.
• As part of the Customer Success team, provide other department duties as needed, including occasional customer support or troubleshooting.

• Previous experience in a customer-facing role, particularly in B2B SaaS implementations or technical support.
• Familiarity with CRM or other SaaS platforms, and understanding of their implementation processes.
• Experience with data migration tools and techniques.
• Ability to identify process inefficiencies and suggest improvements.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Strong customer service and relationship-building skills, with a focus on delivering a positive client experience.
• Ability to work well both independently and as part of a team.
• Strong organizational skills with the ability to manage multiple projects and deadlines.
• A keen eye for detail to ensure accuracy in data migration, account setups, and documentation.
• Ability to quickly learn and adapt to new tools, technologies, and processes in a fast-paced environment.
• Passion for data and for helping customers succeed and ensuring a smooth onboarding experience.

• Understand event & group bookings, rates, and how they interact with PMS software.

• You’re a person who is self-motivated, resilient, and quick to adapt to new obstacles.
• You’re looking for an alternative to the corporate abyss.
• You want a place where your ideas matter and impact significantly.
• You value freedom, and you want to play on a winning team with others who feel the same way.
• You want to help build a future where there are more events, travel, and experiences, not less.
• It’s this long-term, bigger picture that makes you feel both inspired and engaged.​​

• Friendly co-workers
• Work From Home/Remote
• Health and dental benefits
• Casual dress code (obv.)
• Competitive compensation
• Building a company and being a part of a success story.

Next steps:

The eligible applicants will be contacted.

1. 20-minute pre-screen
2. 1-hour tactical interview
3. 1-hour culture interview
4. 3 successful reference checks

Humble, Hungry, and Smart

You must be a combination of all three, the absence of one of these traits does not align with Event Temple’s vision of who we want to be. (If you want to really impress us in the interview - Read The Ideal Team Player by Patrick Lencioni before coming in!)
 

Salary range: 60k to 70k CAD annually. 
 

We don't offer relocation support for this job posting.