Platform Implementation Specialist

About the Role

The Platform Implementation Manager is the main point of contact for new SMB merchants joining platform. Think of them as the “quarterback” — coordinating between sales, account management, and technical teams to make onboarding smooth.

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Day-to-day responsibilities include:

• Running kickoff calls and managing the setup of online ordering, apps, loyalty, and gift card programs.
• Troubleshooting technical issues with websites or internal tools.
• Teaching merchants how to use products and guiding them through setup.
• Supporting merchants during their first weeks live on the platform.
• Collecting feedback from merchants and sharing it with the product team.
• Working closely with sales and account managers to ensure merchant success.

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Why This Role Matters

You’ll make sure merchants have a great first impression and get value from the platform immediately, setting them up for long-term success.

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What You’ll Do

• Lead merchant onboarding projects with clear communication.
• Deliver training sessions and presentations to merchants.
• Troubleshoot technical problems and provide solutions.
• Act as a product expert for Online Ordering and related tools.
• Collaborate with sales and account management to resolve implementation challenges.
• Share feedback and ideas to improve workflows and the platform itself.
• Help merchants succeed while meeting internal timelines and service goals.

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What We’re Looking For

• 3–5 years’ experience in onboarding, implementation, project management, or account management.
• Bachelor’s degree (or equivalent work experience).
• Strong communication and presentation skills.
• Highly organized with attention to detail.
• Experience working cross-functionally with multiple teams.
• Tech-savvy, curious, and comfortable troubleshooting.
• Adaptable and proactive in a fast-changing environment.