Implementation Specialist

• Lead end-to-end onboarding for assigned customers, managing all phases including discovery, configuration, training, and go-live support to ensure delivery is on time, on budget and aligned with customer goals and business context. 

• Apply sound judgment to assess customer readiness, manage scope, and navigate technical or operational challenges, making real-time decisions to keep projects on track while ensuring a smooth and complete implementation experience. 

• Conduct discovery sessions to gather, validate, and translate customer requirements, aligning the solution with business workflows, data structures, and operational priorities to drive long-term adoption and value realization. 

• Deliver clear, engaging, and effective training (primarily virtual) to a variety of user groups, adjusting delivery style and content to fit varied audiences, drive confidence, and accelerate product adoption. 

• Leverage deep product knowledge to serve as a subject matter expert, guiding customers on best practices and optimal use of the platform.  

• Collaborate cross-functionally with Project Management, Solutions Architecture, Product, and Support to address requirements, resolve issues, and ensure delivery success.  

• Track and manage implementation milestones and deliverables using internal tools, maintaining accurate project records and proactively communicating progress, risks, and resolution paths to both internal stakeholders and customer contacts. 

• Find opportunities to automate and improve how work gets done across your role with approved AI and other tools, choosing the right tool for each task, refining your prompts, and reviewing outputs for quality and time saved. 

• Other duties as assigned. 

• 2+ years of hands-on experience in SaaS onboarding or implementation, with a proven track record of successfully guiding customers through technical setup, training, and go-live across varied business types and user groups. 

• Exceptional organizational and time management skills, with the ability to manage multiple projects simultaneously, prioritize effectively, and meet tight deadlines without sacrificing quality. 

• Excellent verbal and written communication skills, including the ability to lead client-facing trainings and translate technical concepts into clear, actionable guidance for both technical and non-technical stakeholders. 

• Strong interpersonal and customer service orientation, with the confidence to lead customer conversations, build trust, and guide decision-making during critical phases of implementation. 

• Familiarity with restaurant industry operations and workflows (e.g., accounting, POS, inventory) with the ability to contextualize SaaS solutions to meet operational needs. 

• Highly analytical and solutions-oriented, able to assess requirements, troubleshoot issues, and make timely, data-informed decisions that support customer success. 

• Self-starter with the ability to work independently, while also demonstrating strong collaboration skills when working cross-functionally with Project Managers, Engineers, Product, and Customer Success. 

• Proven SaaS tool fluency, sound technical knowledge, and detail orientation. 

• Curiosity and eagerness to use AI in your daily work, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs.  

 

PREFERRED QUALIFICATIONS 

• Experience with multi-unit restaurant groups.  

• Exposure to ERP systems or launch-of-service delivery.  

• Comfort adapting to evolving playbooks and tools.