Implementation Manager

Title: Platform Implementation Manager

Location: Remote

Duration: 04 Months

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Description

• About the team client’s Commerce Platform is Client’s first software-as-a-service business unit – offering a suite of products and services across online ordering, branded mobile apps, loyalty solutions, and more that enable merchants (restaurants, grocers, retailers, etc.) to reach customers through their own first-party channels.
• Our newly launched Commerce Platform Merchant Experience pod focuses on ensuring merchants have seamless experience when transitioning from their current tech stack to our client’s Commerce Platform products and on providing ongoing specialized support for merchant’s tech needs.
• Within this pod, the Platform Implementation Manager (PIM) Team was created to help our merchants onboard, implement, and grow their business from day one. The team supports our merchants after they sign up, through their first weeks live, and delivers top-tier service and support.

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About the role

• The Platform Implementation Manager is responsible for providing best-in-class onboarding experience for our SMB merchants in our client’s Commerce Platform products.
• PIM is the merchants’ “quarterback”, the person responsible for troubleshooting, coordinating with the various internal and external stakeholders, and ensuring merchants have a smooth transition from their current digital ordering solution to ours.
• On a day to day, this means working closely with the sales and account management teams to get merchants set up for success from day one: Setting up kick off calls and project managing the implementation of Online Ordering, mobile apps, loyalty and gift card programs for our merchants, coordinating with several internal teams to ensure merchants are using our products as soon as they sign up for it Technical troubleshooting of issues (within merchants websites and internally)
• Educating our merchants on our products: answering “how to” questions, proactively guiding and educating them through the transition and set up process and providing operational support during the initial weeks of our products usage
• Collecting and registering feedback from merchants on our products
• You will report to the Associate Manager, Strategy & Operations, and work within our Commerce Platform organization.
• This is primarily remote role close to one of our corporate hubs for easy co-working and collaboration across the team on occasion. You’re excited about this opportunity because you will…
• Drive merchant onboardings & implementations with clear, concise communication.
• Deliver strong presentations and handle merchant frustrations with grace and support.
• Train our merchants in Client’s Online Ordering product and functionality.
• Leverage your tech-savviness and curiosity to troubleshoot merchant’s technical issues.
• Become a product expert and cross-functional subject matter expert on Online Ordering.
• Collaborate and support our sales and account management teams with their merchant implementation challenges.
• Share product and operations feedback with our team on a regular basis to share our team’s trajectory and product offerings.
• Meet our team's high bar of internal and external service and timeline goals.
• Highlight opportunities for leadership to improve team workflows and merchant success.
• Be able to achieve immediate results and adapt to an evolving work environment.
• Look for ways to improve and want to shape the direction of the company.

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We’re excited about you because…

• Bachelor’s degree or equivalent work experience 3-5 years of work experience in onboarding, implementation, project management and/or account management
• Able to complete tasks accurately, effectively, and on time with superb attention to detail
• Experience working successfully cross-functionally with individual contributors
• Excellent external and internal customer presentation and communication skills

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Tech-savvy:

• You are curious and able to dig into technical issues and troubleshoot merchant issues before escalating them to engineering