Platform Implementation Manager

Title: Bilingual Platform Implementation Manager - 27056

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Location: Remote (Preferred: New York City or San Francisco; also open to Phoenix, Los Angeles, Denver, or Chicago)

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Classification: W2 under Staffing Supplier  

Contract Duration: February 23, 2026 – July 31, 2026

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Compensation: $47.25/hour

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Visa Sponsorship: Not provided

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Position Overview

A rapidly expanding software-as-a-service platform is seeking a bilingual Platform Implementation Manager to support small and medium business (SMB) clients as they transition to a new suite of digital commerce products. This role is responsible for client onboarding, technical troubleshooting, and serving as the project manager during platform implementation, providing expert guidance for merchants during their first weeks on the platform. The position requires fluency in English and either Chinese or Spanish.

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Key Responsibilities

• Manage end-to-end onboarding and implementation for SMB clients adopting online ordering, loyalty solutions, branded apps, and similar digital products.
• Serve as the primary project lead for new merchant deployments, including organizing kickoff calls, tracking timelines, and coordinating across internal and external stakeholders.
• Troubleshoot technical and operational issues for clients, resolving problems independently when possible and escalating as needed.
• Educate and train clients on platform features, answer "how-to" questions, and proactively guide them through set-up and product usage.
• Monitor and support clients during early platform usage, ensuring positive outcomes and prompt resolution of issues.
• Collect feedback from clients and share insights with internal teams to improve platform offerings and customer experience.
• Deliver high-quality presentations, documentation, and clear communication to both internal and external audiences.
• Work closely with sales and account management to align on priorities and ensure successful client launches.

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Qualifications

• Fluency in English and either Chinese or Spanish required.
• Bachelor’s degree or equivalent professional experience.
• 3–5 years of experience in onboarding, implementation, project management, and/or account management (preferably within technology, SaaS, or digital products).
• Demonstrated ability to prioritize tasks, manage timelines, and deliver accurate results in a fast-paced environment.
• Successful cross-functional experience, collaborating with sales, operations, product, and engineering teams.
• Excellent verbal and written communication skills for both in-person and remote interactions.
• Technically savvy with the ability to troubleshoot digital platform issues before escalation.
• Strong presentation, problem-solving, and documentation skills.