Implementation Specialist

WHO WE ARE

Have you ever booked a hotel online? Then you have probably used D-EDGE without knowing it.

Mission : Every day, we help more than 17,000 hotels worldwide develop their online visibility and sales through leading-edge cloud-based e-commerce solutions. As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

Figures : D-EDGE is the European No1 and World No3 hotel distribution technology provider in hospitality. With a team of 550+ experts across 20+ countries, D-EDGE provides localised support, services, and tools. With its global network of 500+ partners, D-EDGE's ever-expanding ecosystem is a positive place to do business and grow.

Culture : At D-EDGE we are driven by these four key values:

• We care about people #PEOPLE FIRST

• We dare to share #OPEN COMMUNICATION

• We embrace change #ADAPTABILITY

• We go the extra mile #GO BEYOND

D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.

ABOUT THE TEAM

You will join the D-EDGE CRM Implementation team (3 people), dedicated to making sure new customers go live smoothly and quickly after signing. D-EDGE CRM helps hotels build stronger guest relationships and grow direct revenue by centralising guest data, enabling smart segmentation, and powering personalised communications and automations across the guest journey.

YOUR SCOPE

Support customers through the implementation phase while developing your skills progressively — from observation to full project ownership — over the course of a 12-month apprenticeship.

YOUR PROGRESSION OVER 12 MONTHS

Your apprenticeship is structured in three phases, each building on the last.

Phase 1 – Observation & adjustment (2 months)

You shadow the team and build your foundations:

• Active shadowing on customer calls (note-taking, client posture)

• Support with site configuration

• Participation in weekly team stand-ups

• Introduction to project tracking in Zoho Projects and reporting

Key skills to develop: overall understanding of the onboarder role, observation posture on customer calls, project tracking in Zoho.

Phase 2 – Supported ownership (3 months)

You take on your first direct responsibilities with supervision:

• Practice follow-up calls with mock scenarios

• Direct customer follow-ups on your tasks

• Support with site configuration

• Ownership of a defined scope (campaigns, app settings, etc.)

• Partial call facilitation (explaining adjustments to customers)

• First simple project in lead position, with supervision (month 6)

Key skills to develop: customer communication (written and verbal), task and deadline management within a project, organisation and prioritisation.

Phase 3 – Autonomy & consolidation (6+ months)

You operate independently on standard projects:

• Autonomous management of several standard implementation projects

• Site configuration support

• Sending recap emails and full follow-up (with supervision when needed)

• Sharing experience in internal meetings, with a project management posture

Key skills to develop: end-to-end project management, autonomous client relationship management, proactive approach and continuous improvement mindset.

YOUR MISSIONS

You are accountable for progressively owning the implementation journey — from observation to full autonomy — over 12 months.

• Shadow customer calls, support site configuration, and learn project tracking tools (Zoho Projects) in your first weeks

• Support customers through kick-off, timeline setting, scope definition, and expectation alignment

• Guide customers in defining the right configuration (use cases, rules, segments, content, workflows)

• Coordinate actions with technology partners already used by the customer (e.g., PMS, channel manager, third-party tools) to secure integrations and dependencies

• Deliver or support customer training, validate autonomy, and drive adoption of key features

• Send recap emails and manage full follow-up, with supervision where needed

• Track implementation KPIs (time-to-go-live, completion rate, quality, satisfaction) and share insights with the team

• Actively participate in building and improving implementation processes, templates, and best practices