Implementation Project Lead

Tern Limited

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As an Implementation Project Lead at Tern, you will be the cornerstone of our customer success, orchestrating the entire onboarding and data migration journey for mid-size travel agencies as they transition to our transformative platform.
• This is a highly visible, hands-on role demanding exceptional organizational skills, a proactive approach, and a genuine passion for guiding clients through complex processes to achieve successful go-lives.
• You will serve as the primary point of contact, building robust relationships with agency owners and operators, ensuring their seamless integration into Tern's ecosystem.
• Your core responsibility will be to manage multiple implementation projects concurrently, meticulously maintaining detailed project plans, tracking milestones, and leveraging project management tools like Linear to ensure consistent forward momentum for each client.
• Proactive communication is key; you will drive regular status updates, both internally with Tern's cross-functional teams and externally with clients, to guarantee project readiness and high-quality outcomes.
• You will be instrumental in leading crucial client-facing interactions, including kickoff calls, progress check-ins, and go-live planning sessions, fostering a collaborative and transparent environment.
• A significant aspect of your role involves holding customers accountable to agreed-upon timelines, employing persuasive communication and gentle nudges to overcome inertia, and knowing when to escalate issues to ensure project success.
• You will conduct essential product trainings and walkthroughs, answering product-related questions and coaching clients on best practices to maximize their adoption and utilization of Tern's platform.
• Data migration is a critical component of your remit. You will own the delivery of data migration efforts, which includes data mapping, managing CSV templates, overseeing imports of vital agency data (contacts, bookings, trips, payments, commissions), and performing rigorous post-migration quality assurance.
• You will act as the crucial liaison between clients and Tern's Data and Engineering teams, coordinating account provisioning, production transfers, data fixes, and the development of migration automation.
• A degree of technical fluency is required; you must be comfortable reviewing sample CSV files, identifying common data errors such as duplication, mapping mismatches, and missing fields, and collaborating effectively with technical colleagues to resolve these issues.
• Partnering closely with our Support and Product teams, you will be responsible for addressing customer inquiries and channeling recurring issues, bugs, or blockers back to the relevant teams for resolution and product improvement.
• You will develop a deep understanding of Tern's product suite and core workflows, enabling you to confidently answer foundational product questions that arise during the implementation phase.
• As needed, you will lead basic product trainings and walkthroughs, equipping agencies with the knowledge and best practices to confidently launch on Tern, supported by the right resources and tools.
• A key contribution will be your involvement in process improvement. By identifying patterns, bottlenecks, and gaps within the implementation lifecycle, you will help refine templates, enhance documentation, and optimize internal workflows.
• Your direct customer experience will provide invaluable feedback to our Product and Engineering teams, influencing the product roadmap and ensuring Tern continues to meet the evolving needs of travel agencies.
• This role is ideal for someone who thrives on project ownership, enjoys building strong customer relationships, and possesses a talent for transforming complex, multi-faceted processes into calm, organized, and successful outcomes.
• You will be a vital part of Tern's mission to empower travel entrepreneurs, contributing directly to their operational efficiency, professionalism, and profitability, and by extension, fostering more intentional and impactful travel experiences for their clients.
• We are looking for an individual who is resourceful, possesses a bias for action, is comfortable navigating ambiguity, and is excited by the prospect of helping to build and scale our onboarding processes and playbooks as Tern continues its rapid growth.
• Your ability to manage competing priorities, maintain meticulous attention to detail, and consistently deliver a high-quality client experience will be paramount to your success in this dynamic role.

🎯 Requirements

• Proven experience managing end-to-end SaaS implementations, customer onboarding, or professional services engagements, with a mandatory requirement for hands-on experience with data migrations (e.g., contacts, bookings, payments).
• Demonstrated ability to manage multiple concurrent projects, maintain detailed project plans, and utilize project management tools (e.g., Linear, Notion) to track progress and drive execution.
• Strong customer-facing skills with a track record of building trust, managing expectations, holding clients accountable, and effectively communicating complex information to both technical and non-technical audiences.
• Data-savviness including comfort with CSV/Excel templates, data mapping, import processes, quality assurance, and identifying/resolving common data edge cases.

🏖️ Benefits

• Competitive salary and equity package.
• Comprehensive health, dental, and vision insurance.
• Opportunity to work remotely.
• Be part of a mission-driven company transforming the travel industry.
• Professional development and growth opportunities within a fast-paced startup environment.

Skills & Technologies

Senior

Remote

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Tern Limited

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About Tern Limited

Tern is a leading provider of advanced cybersecurity solutions, specializing in endpoint security and threat intelligence. The company offers a comprehensive platform designed to protect businesses from sophisticated cyber threats, including malware, ransomware, and zero-day exploits. Tern's technology leverages artificial intelligence and machine learning to detect and respond to threats in real-time, ensuring continuous security for endpoints and networks. Their solutions are utilized by organizations across various industries to safeguard sensitive data, maintain operational continuity, and comply with stringent security regulations. Tern is committed to staying ahead of evolving cyber threats through continuous innovation and a deep understanding of the cybersecurity landscape.

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