Platform Implementation Specialist

Platform Implementation Specialist

Location: (remote, in one of the following cities highly preferred) New York City, San Francisco, Phoenix, Los Angeles, Denver, Chicago

Hours:  9am – 6pm in your time zone

Contract Duration:   Through December 2025

Contract Type:  W2 through Staffing Supplier

Pay Rate:  $42 - $46/hr

About the Team 

Digital Ordering is our client’s first software-as-a-service business unit – offering a suite of 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. The business is one of the fastest-growing segments within and yet is only scratching the surface of a generational opportunity to better serve hundreds of thousands of merchants across the Americas to help them grow their business and improve working lives in one of the country’s biggest industry sectors. The Platform Implementation Manager (PIM) Team was created to help our top-priority 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. We focus specifically on the first-party Online Ordering product and features. 

About the Role 

The Platform Implementation Manager (PIM) Team is looking for a Platform Implementation Specialist to own and manage all customer-facing components of our Online Ordering merchants’ onboarding and implementation. This role owns customer calls, communication, presentations, and troubleshooting across the first four weeks of the merchant lifecycle. Daily, you can expect to lead several merchant calls, troubleshoot new issues, and escalate questions to product & engineering. Occasionally, you’ll create and deliver collateral for our merchants to optimize their business and leverage our growth-product functionality better. You’ll work cross-functionally supporting our sales team to drive merchant satisfaction and with our Strategy & Operations team to share merchant feedback and allow us to improve processes and product offerings. You will report to the Associate Manager, Strategy & Operations, and work within our Commerce Platform organization. This 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 on the Online Ordering product and functionality. 
• Create merchant collateral to improve their training and product usage. 
• Become a product expert and cross-functional subject matter expert on Online Ordering. 
• Collaborate and support our sales team 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. 

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 skills