Implementation Specialist – Onboarding, Training

This is a fully remote position, open to applicants in Arizona, +14 more states.

📋 Description

• Act as the main point of contact for customers from the kickoff phase through to the completion of training and initial live use.

• Develop and implement comprehensive training and implementation plans that outline milestones, timelines, responsible parties, and criteria for success.

• Oversee a portfolio of multiple customers at various stages of the implementation process.

• Configure MarketMan, managing aspects such as inventory, suppliers, recipes, locations, users, and permissions.

• Take charge of POS and API integration setup, focusing on Square while also supporting Toast, EPOS Now, and other systems.

• Collaborate with the Data Processing team to manage, validate, and upload customer inventory and item lists.

• Identify and troubleshoot implementation issues, escalating to Technical Support or R&D when necessary.

• Keep detailed records of configuration choices, integration setups, and specific customer requirements.

• Provide training through one-on-one sessions, cohort-based formats, and webinars on topics including inventory counts, purchasing, invoice scanning, recipe costing, and reporting workflows.

• Customize training sessions to reflect restaurant scenarios and incorporate customer data.

• Assess participants' competency and offer refresher or additional training sessions as needed.

• Encourage customers to pursue self-service learning and assist in creating educational resources.

• Record frequently asked questions and common challenges into reusable support documentation.

• Monitor customer usage and engagement, identify adoption gaps, flag potential churn risks, and recognize opportunities for expansion.

• Coordinate efforts with Sales, Support, Customer Success, Training, Data Processing, and Product teams.

• Communicate structured feedback from customers to the Product team.

• Ensure that Salesforce and project tracking records are kept up to date.

• Participate in product, support, and customer success meetings to share insights from the field.

⛳️ Requirements

• Candidates must reside in one of the following states: Arizona, Connecticut, Florida, Georgia, Idaho, Indiana, Kansas, Michigan, Missouri, North Carolina, New Hampshire, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, or Virginia.

• 2–3 years of experience in implementation, onboarding, customer training, enablement, or a comparable technical customer-facing role.

• Proficiency with integrations and data management, including imports/exports, field mapping, spreadsheets, and resolving data discrepancies.

• Strong facilitation and presentation abilities, capable of training non-technical users in a clear and patient manner.

• Solid project management skills, with the capability to handle multiple accounts and deadlines at the same time.

• Exceptional written and verbal communication skills, along with strong problem-solving abilities.

• Familiarity with Salesforce or HubSpot, Jira, Google Workspace, and project tracking tools.

• Capacity to work autonomously, take initiative, and maintain a customer-first approach.

• A Bachelor’s degree in Business, Hospitality, Computer Science, Engineering, or a related field, or equivalent hands-on experience.

• Background in SaaS and/or restaurant technology is preferred.

• Practical experience with Square POS, Toast, EPOS Now, or similar platforms.

• Experience in restaurant or hospitality operations, encompassing inventory management, food cost control, purchasing, or kitchen management.

• Exposure to instructional design, LMS platforms, or training content development.

• Proficiency in writing and speaking Spanish is a plus.

🏝️ Benefits

• Flexible remote work arrangement.

• Full-time employment.