Platform Implementation Manager

Job Summary

Leading onboarding and implementation projects for SMB merchants, the fully remote Platform Implementation Manager will coordinate cross-functional teams to ensure successful launches of online ordering, mobile apps, loyalty, and gift card solutions.

Key responsibilities

• Serve as the primary point of contact throughout the implementation process, managing project timelines and conducting kickoff meetings
• Troubleshoot technical issues related to merchant websites and POS integrations, escalating to engineering as necessary
• Collaborate with Sales and Account Management teams to enhance customer experience and gather merchant feedback for product improvement

Required qualifications

• Bachelor's degree or equivalent work experience
• 3 - 5 years of experience in onboarding, implementation, project management, or account management
• Hands-on onboarding experience with POS systems such as Toast, Square, Clover, or similar platforms
• Experience providing merchant-facing support, ideally with SMB customers
• Strong technical troubleshooting skills with the ability to resolve implementation issues independently