Platform Implementation Specialist (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.

We are seeking a Platform Implementation Specialist on a contract basis to own and manage all customer-facing components of the Online Ordering merchants’ onboarding and implementation. This role owns customer calls, communication, presentations, and troubleshooting across the first four weeks of the merchant lifecycle. Daily, you can expect to lead several merchant calls, troubleshoot new issues, and escalate questions to product & engineering. Occasionally, you’ll create and deliver collateral for the merchants to optimize their business and leverage the growth-product functionality better. You’ll work cross-functionally, supporting the sales team to drive merchant satisfaction and with the Strategy & Operations team to share merchant feedback and allow them to improve processes and product offerings. You will report to the Associate Manager, Strategy & Operations, and work within the Commerce Platform organization. This is a primarily remote role close to one of their corporate hubs for easy co-working and collaboration across the team on occasion: New York City, San Francisco, Phoenix, Los Angeles, Denver, or Chicago

Responsibilities:

• Lead merchant onboarding and implementation with clear, concise communication
• Deliver compelling presentations and manage merchant concerns with professionalism and support
• Train merchants on the Online Ordering product and its functionality
• Create training materials and collateral to enhance merchant understanding and product usage
• Develop expertise in the Online Ordering platform and act as a cross-functional subject matter expert
• Collaborate with the sales team to troubleshoot merchant implementation challenges
• Provide product and operational feedback to inform improvements in team trajectory and offerings
• Consistently meet high internal and external service standards and timeline expectations
• Identify opportunities to improve workflows and enhance merchant success
• Deliver immediate results while adapting to a dynamic and evolving work environment
• Proactively seek out improvements and contribute to shaping the organization’s direction

Skills and Qualifications:

• Bachelor’s degree or equivalent work experience
• 3–5 years of professional experience in onboarding, implementation, project management, and/or account management
• Strong ability to complete tasks accurately, efficiently, and on time with keen attention to detail
• Proven success in cross-functional collaboration with individual contributors and teams
• Excellent presentation skills for both internal and external stakeholders
• Comfortable in a fast-paced environment and capable of managing multiple priorities effectively

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.