Implementation Specialist – Onboarding & Training

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

📋 Description

• Act as the main point of contact for customers from the project kickoff to the completion of training and initial live usage.

• Develop and implement training and implementation plans that include milestones, timelines, responsibilities, and success metrics.

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

• Configure MarketMan settings, including inventory, suppliers, recipes, locations, users, and access permissions.

• Set up Point of Sale (POS) and API integrations, with a focus on Square and support for Toast, EPOS Now, and other systems.

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

• Identify and address implementation challenges, escalating reproducible issues to Technical Support or Research & Development.

• Keep detailed records of configuration decisions, integrations, and customer requirements.

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

• Customize training to align with restaurant scenarios and customer data; assess competency and offer refresher training as needed.

• Direct customers to self-service learning resources and contribute to help documentation, videos, and in-app guidance.

• Monitor the onboarding process and early product usage, identifying adoption gaps, churn risks, and opportunities for expansion.

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

• Provide structured feedback from customers to the Product team.

• Maintain up-to-date records in Salesforce and project tracking tools, while participating in cross-functional meetings.

⛳️ Requirements

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

• Proven proficiency with integrations and data handling, 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.

• Effective project management skills, adept at managing multiple accounts and deadlines concurrently without sacrificing detail or momentum.

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

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

• Capability to work independently, take ownership of tasks, and maintain a customer-first approach.

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

• Experience in SaaS and/or restaurant technology sectors.

• Practical knowledge of Square POS, Toast, EPOS Now, or similar systems.

• Background in restaurant or hospitality operations, including inventory management, food cost control, purchasing, or kitchen management.

• Experience with instructional design, LMS platforms, or creating training content.

• Proficiency in writing and speaking Spanish.

🏝️ Benefits

• Remote work arrangement.

• Full-time employment.