Christopher B. Kendrick
Customer Onboarding and Implementation Manager
kendrickchristopher@hotmail.com | (404) 358-0626 | linkedin.com/in/christopherbkendrick | christopherbkendrick.app | Concord, NC
Summary
Onboarding and implementation leader who streamlines technical training and client adoption, with a proven track record of designing and automating complex processes and building AI-powered workflows that eliminate manual work and accelerate client success. Skilled in training, implementation, and onboarding, and adept at turning complex technical concepts into accessible learning experiences for diverse teams. Committed to continuously improving training methodologies and client engagement while designing structured onboarding experiences that enhance system adoption and user understanding.
Skills
- AI Workflow Automation
- Technical Client Onboarding
- Training Program Development
- PMS Implementation and Integrations
- Project Management
- User Adoption and User Experience Optimization
- Strategic Training Development
- Technical Documentation and Technical Writing
Experience
Customer Onboarding Manager
2024 to PresentMews PMS (Remote)
- Manage onboarding for 10 to 20 customer accounts at once, guiding clients on Mews software, guest billing, and system navigation, with transitions completed within 2 to 4 weeks.
- Reduced onboarding time by 20% by designing a structured onboarding program that streamlined workflows and improved the client experience.
- Lead technical implementation across data migration, system configuration, and integrations with partners including SiteMinder, Booking.com, Expedia, and QuickBooks Online.
- Designed, tested, and rolled out an AI-powered file conversion tool (Lovable and an AI vision model) that automatically transforms reservation imports into Mews-compatible formats, eliminating manual re-keying and reducing client implementation time by 2 to 5 days; adopted across the onboarding department in every country.
- Built a daily automated reporting agent in Claude that aggregates project status, timelines, and Salesforce links into a single Slack digest, cutting status-meeting overhead and giving the team real-time portfolio visibility.
- Created an AI coverage and handover system (Claude and Lovable) that reassigns a manager's onboarding projects during planned absences and sends the covering manager a Slack briefing plus real-time management reports, keeping account context and coverage intact.
- Architect additional AI tools and reports used daily by the Customer Success department, reducing implementation friction and improving team efficiency.
- Deliver monthly system training to new clients and new hires via MS Teams, and maintain onboarding documentation, user manuals, and best practice guides for client self-service.
- Manage a team of consultants to ensure timely, high-standard property implementation, and serve as the team Wellness Ambassador.
Director of Training and Implementation
2018 to 2024PurpleCloud Technologies, Atlanta, GA (Remote)
- Directed end-to-end implementation and training for new client projects across diverse hotel portfolios, providing ongoing post-launch support.
- Slashed training time by 60% (from five days to two) and cut implementation time in half (from two months to one) by re-engineering onboarding processes.
- Led training for executives, managers, and front-line staff through webinars, on-site sessions, and recorded materials.
- Standardized system configurations and integrations with PMS platforms including Opera and Maestro to meet customer requirements.
- Improved client engagement and software adoption using Appcues Builder, Constant Contact, ScreenPal, and SurveyMonkey, and documented bugs and user concerns in Zendesk, HubSpot, and Pivotal Tracker for timely resolution.
Systems Administrator and Senior Support Analyst
2013 to 2018Amadeus, Atlanta, GA
- Optimized product support for Hotel SalesPro Enterprise users across North America through performance analysis and continuous improvement.
- Managed hardware and software migrations, including the transition from legacy systems to Dell XPS laptops, streamlining purchasing and upgrade planning.
- Steered IT operations for the Atlanta office, maintaining hardware, software, servers, networks, and communication systems.
- Resolved technical issues in IDPMS and Brilliant PMPro, minimizing disruptions and improving reliability.
- Recognized as a 2017 Top Performer for resolving the second-highest number of cases company-wide.
Additional Experience
- Help Desk Support Analyst and Hardware Integration Specialist, Medquest Associates (Contractual), Alpharetta, GA
- Systems Administrator, Peoplenet, Inc., Atlanta, GA
- Sales Support Representative and Point-of-Sales Specialist, PeopleNet, Inc., Atlanta, GA
Technical Proficiencies
- AI and Automation
- Claude Code, Claude API, Lovable AI, Gemini, ChatGPT, Glean AI, Clari Copilot
- Data and Reporting
- Salesforce, Databricks, Power BI, Gainsight
- CRM and Support
- HubSpot, Zendesk, Talent LMS, Tallyfy
- Project Management
- Monday.com, Jira, Trello, Asana, Pivotal Tracker
- Communication and Enablement
- Slack, MS Teams, Gong, Confluence, Loom, Canva, ScreenPal, WebEx, Dialpad, Constant Contact
- PMS and Technical
- Mews, Opera, Maestro, IDPMS, Brilliant, Hotel SalesPro, GitHub, Active Directory, Citrix, Cisco Meraki, SharePoint
Education
Bachelor of Science in Business Management (GPA 3.6), University of Phoenix, Atlanta, GA
Certifications
- AI Training Program, Mews, completed in full, top 3 percent of 270 participants (2026)
- Mews PMS Onboarding Manager Certification
- Value-First Onboarding (Appcues)
- Salesforce Training (Amadeus)
- Commercial Driver's License (Class A), X-Tanker and HazMat endorsements
- Public Key Infrastructure (PKI) Certification
- Help Desk 2000/e-Support Certification
- CompTIA A+ Certification
