3-5 years of experience in onboarding, implementation, project management and/or account management
Fluency in English and Chinese or Spanish
Excellent cross-functional collaboration and communication skills
Requirements:
Drive merchant onboarding and implementation projects with clear, concise communication, coordinating with internal and external stakeholders
Train merchants on the Online Ordering product and functionality, and troubleshoot technical issues as they arise
Collaborate with sales and account management to set up merchants for success from day one and ensure timely delivery
Gather merchant feedback and serve as a product and cross-functional subject matter expert on Online Ordering, relaying insights to product and operations teams
Job description
Job details: Job Title: Project Manager-I Location: Remote Duration: 05+ months Payrate: $38- $42/hr on w2 (All inclusive)
Languages: Fluency in English and Chinese or Spanish Location (Preferred, in Priority) New York City, San Francisco Location (Open To): Phoenix, Los Angeles, Denver, Chicago
Description:
Bilingual, Platform Implementation Manager Languages: Fluency in English and Chinese or Spanish Remote –
Would be nice to have workers in the following locations: Location (Preferred, in Priority) New York City, San Francisco Location (Open To): Phoenix, Los Angeles, Denver, Chicago About the team
Our newly launched Commerce Platform Merchant Experience pod focuses on ensuring merchants have a seamless experience when transitioning from their current tech stack to our Client Commerce Platform products and on providing ongoing specialized support for merchants tech needs.
Within this pod, the Platform Implementation Manager (PIM) Team was created to help our merchants onboard, implement, and grow their business from day one.
The team supports our merchants after they sign up, through their first weeks live, and delivers top-tier service and support.
About the role
The Platform Implementation Manager is responsible for providing best-in-class onboarding experience for our SMB merchants into our Client Commerce Platform products.
PIM is the merchants’ “quarterback”, the person responsible for troubleshooting, coordinating with the various internal and external stakeholders, and ensuring merchants have a smooth transition from their current digital ordering solution to ours.
On a day to day, this means working closely with the sales and account management teams to get merchants set up for success from day one: Setting up kick off calls and project managing the implementation of Online Ordering, mobile apps, loyalty and gift card programs for our merchants, coordinating with several internal teams to ensure merchants are using our products as soon as they sign up for it
Technical troubleshooting of issues (within merchants websites and internally) Educating our merchants on our products: answering “how to” questions, proactively guiding and educating them through the transition and set up process and providing operational support during the initial weeks of our products usage
Collecting and registering feedback from merchants on our products You will report to the
Associate Manager, Strategy & Operations, and work within our Commerce Platform organization.
This primarily remote role close to one of our corporate hubs for easy co-working and collaboration across the team on occasion.
You’re excited about this opportunity because you will…
Drive merchant onboardings & implementations with clear, concise communication.
Deliver strong presentations and handle merchant frustrations with grace and support.
Train our merchants on Client’s Online Ordering product and functionality.
Leverage your tech-savviness and curiosity to troubleshoot merchants technical issues.
Become a product expert and cross-functional subject matter expert on Online Ordering.
Collaborate and support our sales and account management teams with their merchant implementation challenges.
Share product and operations feedback with our team on a regular basis to share our team’s trajectory and product offerings.
Meet our team's high bar of internal and external service and timeline goals.
Highlight opportunities for leadership to improve team workflows and merchant success.
Be able to achieve immediate results and adapt to an evolving work environment.
Look for ways to improve and want to shape the direction of the company.
We’re excited about you because…
You are fluent in Chinese or Spanish Bachelor’s degree or equivalent work experience 3-5 years of work experience in onboarding, implementation, project management and/or account management
Able to complete tasks accurately, effectively, and on time with superb attention to detail
Experience working successfully cross-functionally with individual contributors
Excellent external and internal customer presentation and communication skills Tech-savvy: you are curious and able to dig into technical issues and troubleshoot merchant issues before escalating them to engineering
