M3 (www.m3as.com) is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back-office operations, reduce costs, gain real-time insights, and drive portfolio performance across thousands of properties in North America and beyond.

Description Summary

The Senior Manager, Implementation & Training - Accounting leads the Accounting customer implementation lifecycle, including implementation ownership, configuration, training, launch readiness, and transition to ongoing Support. This role is accountable for team performance, delivery quality, customer experience, capacity, and continuous improvement across Accounting product implementations. This role provides leadership to the Strategic Implementation Manager and the Accounting Implementation and Training team, with supervisors or team leads reporting to the role as business needs require. The role independently manages day-to-day department operations, translates business priorities into actionable plans, and makes decisions within established authority. The Senior Manager is expected to proactively resolve issues, drive accountability, and deliver results with limited direction from the Director.

Essential Duties

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

Lead, coach, and develop the Strategic Implementation Manager, Accounting Implementation and Training employees, and any supervisors or team leads assigned to the function through clear expectations, regular feedback, performance management, cross-training, and succession planning. · Translate department goals into team and individual expectations, monitor progress, address performance gaps, and follow through on corrective actions without requiring repeated direction. · Lead the team responsible for the Accounting implementation lifecycle from sales handoff through discovery, configuration, customer training, go-live readiness, stabilization, and transition to Support. · Manage customer assignments, capacity, schedules, KPI’s, milestones, dependencies, aging work, and delivery risk across Accounting product implementations.
Independently establish team priorities, allocate resources, and adjust assignments and schedules to meet delivery commitments, service standards, and business objectives within approved staffing and budget parameters.
Evaluate team structure, skills, workload, and staffing needs; make employee assignments and staffing decisions within delegated authority; and recommend hiring, promotions, or organizational changes requiring additional approval.
Ensure the team clearly understands and documents each customer’s accounting processes, system setup, data and access requirements, training needs, and criteria for a successful implementation.
Establish and maintain standards for implementation ownership, Accounting configuration, quality review, customer communication, documentation, and launch readiness.
Own Accounting customer-training strategy, curriculum needs, delivery standards, scheduling, completion expectations, and team readiness for product and process changes. · Ensure training reflects each customer's configured workflows and helps customers understand both product use and the purpose of key hospitality-accounting processes.
Identify stalled, high-risk, or complex implementations early and establish clear recovery plans, ownership, dates, and customer communication.
Resolve routine operational issues and customer escalations within established authority. Escalate matters requiring Director involvement promptly, with a clear assessment, recommended action, and anticipated business or customer impact.