Platform Implementation Manager (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

Our Customer is seeking a Platform Implementation Manager on a contract basis to support their business needs. This role is 100% remote.

Responsibilities:

• Manage end-to-end onboarding and implementation processes for SMB merchants adopting digital commerce platform products.
• Serve as the primary point of contact and project manager for the merchant onboarding lifecycle.
• Coordinate onboarding activities and implementation timelines with internal and external stakeholders.
• Lead kickoff calls and manage implementation projects for online ordering, mobile applications, loyalty programs, and gift card solutions.
• Partner closely with sales and account management teams to ensure successful merchant launches and adoption.
• Troubleshoot technical issues related to merchant websites, POS systems, and internal platform integrations.
• Educate merchants on platform products, features, and operational best practices.
• Provide operational support during merchants’ initial weeks of platform usage.
• Answer merchant “how-to” questions and guide merchants through setup and transition processes.
• Collect, document, and communicate merchant feedback to internal product and operations teams.
• Deliver onboarding presentations and maintain high-quality merchant communication throughout implementations.
• Collaborate cross-functionally to resolve onboarding challenges and improve merchant success outcomes.
• Meet onboarding service standards, implementation timelines, and operational goals.
• Identify opportunities to improve workflows, onboarding processes, and merchant experience initiatives.
• Adapt quickly within evolving operational and technical environments.

Skills and Qualifications:

• Bachelor’s degree or equivalent work experience.
• 3-5 years of experience in onboarding, implementation, project management, and/or account management roles.
• Experience onboarding merchants utilizing POS systems such as Toast, Square, Clover, or similar platforms.
• Strong project management and organizational skills.
• Strong communication, presentation, and customer service skills.
• Ability to manage multiple merchant implementations simultaneously with strong attention to detail.
• Experience working cross-functionally with multiple teams and stakeholders.
• Strong technical troubleshooting and problem-solving skills.
• Tech-savvy with the ability to investigate and resolve technical onboarding issues before escalation.
• Ability to provide clear and concise communication during onboarding and issue resolution processes.
• Strong customer-facing experience managing merchant relationships and expectations.
• Ability to work effectively in fast-paced and evolving environments.
• Strong sense of ownership and accountability for merchant success.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.