Who Are We?

M3 is a Top 150 Workplaces winner named by the Atlanta Journal Constitution! Employee-owned, family-oriented, and a great place to grow your career, our company-wide personal commitment to both clients and employees is simple: do the right thing and invest in long-term relationships. Together, we work to provide the highest standard of financial services and technology to deliver on our mission to drive hospitality company success. M3 helps make hospitality companies successful through technology that drives financial performance.

Our hotel accounting software is used and trusted by the biggest names in the hospitality industry. We are looking for talented professionals to join our team!

We're located in a beautiful and modern new building with the Headquarters in Gwinnett County, GA just off I-85. Our office is complete with an employee gym, bright, open work spaces, and games in the break room (pool, shuffle board, video games).

Compensation and Benefits: 

M3 offers a strong benefits package including 100% employer paid medical as well as dental, and vision for the employee and family; life, long and term disability, and Long Term Care insurance that the company provides free of charge; 401k with a 6% match; three weeks paid time off; discretionary profit sharing; a great culture, and competitive salary. We are a certified Drug Free Workplace and Equal Opportunity Employer. 

Description Summary: Responsible for oversight of software implementation, training, and support for web-based hospitality-specific time and attendance tool. This team is responsible for setting up and maintaining customer specific policies and time calculation data gathered from the customer, and for monitoring data integrity and reporting information on a regular basis, either through the efforts of the team leadership or the staff.

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.

• This position manages all tasks and positions assigned to this department. This includes initiating recruiting, training and development, performance management, corrective action, motivation, task oversight and if necessary, termination of employment in conjunction with Human Resources.
• Confidentiality is a must with internal matters as well with Customer data.
• Create annual labor budget plans and submit them for approval by the stated due date for the following year.
• Develop, automate, and improve processes and standards to increase productivity, efficiency, and availability of information for the entire team to access as needed.
• Offer the LM Training & implementation team and the support team daily assistance with process questions relating to the implementation and support of the product.
• Understand customer implementations and status from beginning to completion to ensure on-time delivery of products. Communicate with management challenges and obstacles that need improved to achieve success.
• Work closely with the Sales team to ensure that customer needs are identified, understood, and carried forward to the LM Training & Implementation team.
• Communicate regularly to the Sales team regarding customer status and areas of opportunity.
• Delegate customer implementations appropriately and ensure all processes and procedures are followed by team members.
• Coordinate efforts of implementations to ensure customer satisfaction is achieved. This includes but is not limited to the following:
  • Review fee schedules for accuracy and product delivery instructions
  • Ensure implementation is scheduled, communicated, and reviewed with sales and customer. Participate in Discovery and Kick-off calls as needed. 
  • Ensure that continuous follow up with customers throughout their implementation occurs to ensure transition is progressing and target dates are met.
  • Confirm billing processes are followed and timely.
• Make sure the team completes notes timely and accurately for each implementation in current Project Management tool.
• Stay in constant contact with the other Training & Implementation managers to ensure standardization of processes stays in place.
• Develop best practices for Labor Management implementations.
• Stay informed of product releases, product changes, and events that would impact customers in any way and ensure customers have advanced knowledge of these items if possible and they are kept informed.
• Ensure customer facing documents for Labor Management are complete and accurate.
• Additional responsibilities assigned.

Additional Responsibilities Include:

• Monitor data processing and troubleshoot data discrepancies daily.
• Setup customer web-based time & attendance tool.
• Create and validate customer Set up in Labor Management.
• Work closely with customers to determine any additional needs.
• Train customers to use Labor Management.
• Responsible for customer implementation from Sales handoff throughout Customers lifecycle.
• Maintain all customer detailed information of setup in ShareFile and/or SharePoint.
• Verify system accuracy on a regular basis.
• Create and maintain appropriate support documentation for both customers and in-house personnel.
• Employ a high level of interpersonal and communication skills to effectively deliver customer requests.
• Deliver quality resolutions in a timely manner by interpreting customer challenges, researching available resources, and applying solutions in accordance with established guidelines and procedures.
• Achieve and maintain a performance standard. Including but not limited to, completion by the due date, quality of work, customer satisfaction.
• Participate in training activities to maintain technical currency, and to broaden product knowledge company wide.
• This job has a high emphasis on data interpretation, manipulation, and validation.
• Perform other duties as assigned.

Education/Training/Experience:

• 10 years of experience in a directly related position. Bachelor’s Degree in IT, MIS or Computer Science highly preferred, or an equivalent combination of education and experience.
• Hospitality experience preferred.
• Experience with Time and Attendance software required, and Labor standards preferred.
• Knowledge of computer operating systems.
• Knowledge of computer software.
• Skill in providing an exceptional customer experience.
• Skill in verbal and written communication to analyze, interpret and address customer needs.
• Ability to work in a time critical environment and possess a sense of urgency.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Ability to always employ professionalism.
• Prior experience managing others.
• May be required to work unconventional hours or shifts, weekends, holidays.
• Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database, and presentation software (MSWord, Excel, PowerPoint). Experience using MS Outlook. Specific certifications and training added to the global experience of this profession are welcomed and desired.

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to travel representing the company’s interests required.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.