Implementation Project Lead

Implementation Project Lead ABOUT TERN Tern http://tern.travel is a venture-backed software company on a mission to reshape the $127B travel agency industry—by giving power back to the entrepreneurs who built it. Nearly 98% of travel agencies are small businesses. These businesses have been chronically underserved by technology. We’re here to change that. Our platform helps travel advisors run more efficient, professional, and profitable operations—giving them the modern infrastructure they need to lead the next chapter of travel. But the impact goes beyond business. Travel advisors help clients move more intentionally through the world. When a traveler works with an advisor, they're more likely to avoid overtouristed hotspots and more likely to spend their dollars in places where they can do real good. That’s the kind of travel we want more of. At Tern, we believe in small business. We believe in the power of travel. And we’re building the future of both. IMPLEMENTATION PROJECT LEAD Tern is looking for an Implementation Project Lead to own the end-to-end onboarding and data migration experience for mid-size travel agencies joining the platform. This is a highly customer-facing, execution-heavy role. You will be the primary point of contact for agencies during implementation—responsible for keeping projects moving, holding customers accountable to timelines, unblocking issues, and coordinating internally to ensure a smooth, successful go-live. You’ll run multiple implementations at once, manage detailed project plans, communicate constantly with customers via email and live calls, and partner closely with Engineering, Data, Support, and Sales to get agencies live quickly and confidently. If you love project ownership, customer interaction, and making complex processes feel calm and organized, this role is for you. WHAT YOU’LL DO IMPLEMENTATION PROCESS & DELIVERY - Manage the implementation lifecycle: Kick-off. Account setup & Onboarding → Data Migration → Account Provisioning → Launch & Enablement - Maintain detailed project plans, milestone trackers, and project management tools (e.g., Linear) across multiple concurrent agency projects to proactively move customers forward - Drive regular status updates and cadence, both internally and externally, to ensure quality results and readiness for go-live CUSTOMER-FACING EXECUTION - Serve as the primary, trusted contact for agencies throughout implementation and build strong working relationships with agency owners and operators - Lead kickoff calls, progress check-ins, and go-live planning calls - Hold customers accountable to deadlines; persuade and nudge when work stalls and escalate appropriately when timelines are threatened - Lead trainings and walk-throughs; answer product questions and coach customers on best practices to ensure adoption DATA & TECHNICAL COORDINATION - Own data migration deliveries: mapping, CSV templates, imports (contacts, bookings/trips, payments, commissions), and post-migration QA - Coordinate with Data & Engineering on account provisioning, production transfers, data fixes, and migration automation - Be comfortable reviewing sample CSVs, understanding common data errors (duplication, mapping mismatches, missing fields), and working with technical teammates to resolve them - Work with Support and Product to answer customer questions and surface recurring issues, bugs, or blockers clearly and effectively PRODUCT ENABLEMENT & TRAINING - Become deeply familiar with Tern’s product and core workflows and answer foundational product questions during implementation - Run basic trainings or walkthroughs as needed to help agencies confidently go live with the right best practices, resources, and tools to support them PROCESS IMPROVEMENT - Identify patterns, bottlenecks, and gaps in the implementation process - Help improve templates, documentation, and internal workflows - Provide feedback to Product and Engineering based on real ... (truncated, view full listing at source)