Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, implement, train, and offer support for both new and existing point of sale clients.

• Configure and set up point of sale software and hardware in collaboration with client teams.

• Investigate and address implementation challenges at client locations.

• Provide technical assistance and support for computer systems, hardware, and software.

• Oversee pre-implementation projects, including planning, scheduling, and preparing clients.

• Deploy live systems on-site and train personnel.

• Create post-implementation plans, secure client approvals, and document implementation and training specifics.

• Address client service requests and resolve issues to ensure client satisfaction.

• Suggest and execute system upgrades.

• Identify and troubleshoot hardware, software, and user-error issues via phone and on-site.

• Manage calls and engage in problem resolution through escalation and follow-up.

• Stay updated through meetings, seminars, and technology publications.

• Take part in the after-hours On Call rotation.

• Assist in training Customer Support and Sales personnel and engage in sales presentations.

• Act as a level-three escalation point for the support department.

⛳️ Requirements

• Bachelor's Degree or a comparable combination of education and work experience.

• At least 3 years of experience in point of sale implementation and/or support.

• Certified Payment Professional (CPP) or the ability to obtain certification within 12 months.

• Capability to comprehend each merchant's distinct needs, create a plan of action, and coordinate team efforts to deliver solutions.

• Strong ability to provide exceptional customer service, communicate effectively, and pay close attention to detail.

• Valid driver's license is required.

• Willingness to travel 85% of the time.

• No sponsorship is available for this position at present.

🏝️ Benefits

• Medical, Dental, & Vision Coverage

• Flexible Paid Time Off

• 401(k) + Match

• Mental Health Support & Well-Being Program

• Paid Maternity & Paternity Leave

• Education Assistance

• Company-funded Lifestyle Spending Account