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. ResponsibilitiesDrive 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. QualificationsBachelor'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 ExperienceSaaS 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.