Project Manager-I

Platform Implementation Manager
Remote

Note: Must have onboarding experience working with merchants utilizing POS systems (examples: Toast Square Clover).

The Platform Implementation Manager is responsible for providing a best-in-class onboarding experience for SMB merchants adopting digital commerce solutions. This role serves as the primary point of contact for merchants throughout the implementation journey ensuring a smooth transition from their current ordering platform to a new solution.

The Platform Implementation Manager acts as the merchants quarterback coordinating internal and external stakeholders troubleshooting issues and guiding merchants through onboarding implementation and early adoption.

• Drive merchant onboarding and implementation projects from kickoff through go-live.

• Conduct kickoff calls and guide merchants through setup and implementation activities.

• Support implementation of online ordering mobile applications loyalty programs gift card solutions and related digital commerce products.

• Coordinate with Sales Account Management Operations Product and Support teams to ensure successful launches.

• Troubleshoot technical and operational issues related to merchant websites integrations and platform configurations.

• Educate merchants on platform functionality best practices and operational workflows.

• Provide proactive guidance and support during the initial adoption period.

• Gather merchant feedback and communicate product and operational improvement opportunities.

• Deliver clear presentations training sessions and product demonstrations.

• Maintain high standards for service communication and implementation timelines.

• Identify opportunities to improve onboarding processes workflows and merchant success outcomes.

• Adapt quickly in a fast-paced and evolving environment.

• Bachelors degree or equivalent work experience.

• 3 5 years of experience in onboarding implementation project management account management or customer success.

• Experience working with merchants and POS systems such as Toast Square Clover or similar platforms.

• Strong project management and organizational skills with exceptional attention to detail.

• Experience working cross-functionally with internal stakeholders and external customers.

• Excellent presentation communication and relationship-building skills.

• Ability to manage multiple implementations simultaneously while meeting deadlines.

• Strong troubleshooting and problem-solving abilities.

• Comfortable learning new technologies and navigating technical issues before escalating to engineering teams.

• Experience supporting SMB customers and driving product adoption is highly preferred.

• SaaS implementation or onboarding experience.

• Restaurant technology online ordering loyalty payments or digital commerce platforms.

• Merchant-facing implementation or customer success roles.

• POS integrations and technical onboarding support.

• Experience working in fast-paced technology or marketplace environments.