Russell Tobin · 17 hours ago

Implementation Project Manager

United States

Contract

Remote

Mid Level

$50/hr - $55/hr

3+ years exp

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Responsibilities

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.

Drive merchant onboardings & implementations with clear, concise communication.

Deliver strong presentations and handle merchant frustrations with grace and support.

Train our merchants on 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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

OnboardingProject ManagementCustomer Presentation SkillsCross-functional CollaborationAccount ManagementProduct Knowledge