Platform Implementation Manager -- THADC5699122

POSITION DESCRIPTION

The Platform Implementation Manager (PIM) is responsible for providing best-in-class onboarding experiences for SMB merchants into Client's Commerce Platform products. Acting as the merchants’ “quarterback,” the PIM troubleshoots, coordinates with internal and external stakeholders, and ensures a smooth transition from merchants’ current digital ordering solutions to Client’s suite of products (online ordering, branded mobile apps, loyalty, and gift card programs). This role collaborates closely with sales and account management teams to set merchants up for success from day one.

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KEY RESPONSIBILITIE

• SDrive merchant onboardings and implementations with clear, concise communication
• .Set up kickoff calls and project manage implementations of online ordering, mobile apps, loyalty, and gift card programs
• .Coordinate with internal teams to ensure merchants are using products immediately after sign-up
• .Troubleshoot technical issues within merchant websites and internal systems
• .Educate merchants on product functionality; answer “how to” questions and provide proactive guidance
• .Provide operational support during merchants’ initial weeks of product usage
• .Collect and register merchant feedback on products
• .Deliver strong presentations and handle merchant frustrations with professionalism
• .Collaborate with sales and account management teams to resolve implementation challenges
• .Share product and operations feedback regularly to improve workflows and offerings
• .Meet service and timeline goals while adapting to evolving work environments

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REQUIRED QUALIFICATIO

• NSBachelor’s degree or equivalent work experienc
• e.3–5 years of experience in onboarding, implementation, project management, and/or account managemen
• t.Strong attention to detail; ability to complete tasks accurately and on tim
• e.Experience working cross-functionally with individual contributor
• s.Excellent external and internal customer presentation and communication skill
• s.Tech-savvy with curiosity to troubleshoot technical issues before escalatio
• n.Strong organizational skills and ability to manage multiple prioritie

s.