Implementation Specialist – Onboarding, Training

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

📋 Description

• Take charge of the complete Customer Journey: Act as the main contact for the customer from project initiation through to training completion and initial live usage.

• Plan and execute: Develop and implement training and implementation plans with defined milestones, timelines, responsibilities, and success metrics for each account.

• Portfolio oversight: Manage a portfolio of multiple customers at various stages, effectively prioritizing tasks to ensure all accounts progress towards go-live.

• Ensure thorough completion: Verify that all implementation and training milestones are fully achieved before handing over the account to Customer Success or Support.

• Customize the MarketMan system for each client: setting up inventory, suppliers, recipes, locations, users, and permissions.

• Oversee the end-to-end setup of POS and API integrations, specializing in the Square integration while also maintaining proficiency with Toast, EPOS Now, and other supported platforms.

• Collaborate with the Data Processing team to ensure customer inventory and item lists are processed, validated, and uploaded accurately and on time.

• Identify and address issues during and post-implementation; escalate to Technical Support or R&D with detailed, reproducible information when necessary.

• Keep thorough documentation of configuration choices, integration setups, and customer-specific requirements.

• Conduct engaging training sessions in various formats — one-on-one meetings, cohort sessions, and webinars.

• Adapt training sessions to reflect real restaurant situations and the customer’s own data, ensuring the training aligns with their operational processes.

• Confirm competency before final approval, and provide refresher or re-training sessions when adoption rates are low.

• Guide customers towards scalable, self-service learning resources: help center articles, on-demand videos, and in-app guidance.

• Record recurring questions and pain points, transforming them into reusable materials to minimize repeat, preventable support requests.

• Track usage and engagement metrics during onboarding and initial usage to proactively identify adoption gaps.

• Identify churn risk early, with documented context and a clear action plan.

• Spot expansion opportunities — additional locations, users, or modules — and communicate qualified leads to Customer Success or Sales.

• Work with Sales for transition context and customer objectives, with Support for continuity post-live, and with Customer Success regarding account strategy.

• Convey structured customer feedback to Product, particularly on integration behavior, onboarding challenges, and feature gaps.

• Maintain up-to-date records, project status, and customer insights in Salesforce and project management tools to ensure program status is always reportable.

• Engage in product, support, and customer success meetings, sharing observed trends from the field.

⛳️ Requirements

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

• Proven comfort with integrations and data: handling imports/exports, field mapping, spreadsheets, and troubleshooting data inconsistencies.

• Strong facilitation and presentation abilities, with the capacity to train non-technical users effectively and patiently.

• Solid project management skills — managing multiple accounts and deadlines simultaneously without losing momentum or attention to detail.

• Exceptional written and verbal communication, alongside strong problem-solving instincts.

• Familiarity with tools such as Salesforce or HubSpot, Jira, Google Workspace, and project management platforms.

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

• Bachelor’s degree in Business, Hospitality, Computer Science, Engineering, or a related field — or equivalent practical experience.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• Flexible working hours and a supportive work environment.