Project Manager, Technical Support, Ecommerce

Position: Project Manager-I
Platform Implementation Manager
Remote

Note: Must have onboarding experience working with merchants utilizing POS systems (examples: Toast, Square, Clover).
About the Role

The Platform Implementation Manager is responsible for providing a best-in-class onboarding experience for SMB merchants adopting digital commerce solutions. This role serves as the primary point of contact for merchants throughout the implementation journey, ensuring a smooth transition from their current ordering platform to a new solution.

The Platform Implementation Manager acts as the merchant's "quarterback," coordinating internal and external stakeholders, troubleshooting issues, and guiding merchants through onboarding, implementation, and early adoption.
Responsibilities

• Drive merchant onboarding and implementation projects from kickoff through go-live.
• Conduct kickoff calls and guide merchants through setup and implementation activities.
• Support implementation of online ordering, mobile applications, loyalty programs, gift card solutions, and related digital commerce products.
• Coordinate with Sales, Account Management, Operations, Product, and Support teams to ensure successful launches.
• Troubleshoot technical and operational issues related to merchant websites, integrations, and platform configurations.
• Educate merchants on platform functionality, best practices, and operational workflows.
• Provide proactive guidance and support during the initial adoption period.
• Gather merchant feedback and communicate product and operational improvement opportunities.
• Deliver clear presentations, training sessions, and product demonstrations.
• Maintain high standards for service, communication, and implementation timelines.
• Identify opportunities to improve onboarding processes, workflows, and merchant success outcomes.
• Adapt quickly in a fast-paced and evolving environment.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3-5 years of experience in onboarding, implementation, project management, account management, or customer success.
• Experience working with merchants and POS systems such as Toast, Square, Clover, or similar platforms.
• Strong project management and organizational skills with exceptional attention to detail.
• Experience working cross-functionally with internal stakeholders and external customers.
• Excellent presentation, communication, and relationship-building skills.
• Ability to manage multiple implementations simultaneously while meeting deadlines.
• Strong troubleshooting and problem-solving abilities.
• Comfortable learning new technologies and navigating technical issues before escalating to engineering teams.
• Experience supporting SMB customers and driving product adoption is highly preferred.

Preferred Experience

• SaaS implementation or onboarding experience.
• Restaurant technology, online ordering, loyalty, payments, or digital commerce platforms.
• Merchant-facing implementation or customer success roles.
• POS integrations and technical onboarding support.
• Experience working in fast-paced technology or marketplace environments.