Implementation Specialist
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Job Description
Implementation Specialist onboarding restaurant customers onto Restaurant365’s SaaS platform. Configuring solutions, delivering training, and supporting go-live for long-term adoption.
Responsibilities:
- Lead end-to-end onboarding for assigned customers, including discovery, configuration, training, and go-live support
- Assess customer readiness, manage scope, and resolve technical or operational challenges
- Conduct discovery sessions and translate customer requirements into business workflows, data structures, and operational priorities
- Deliver primarily virtual training to varied user groups
- Serve as a subject matter expert on platform best practices and optimal use
- Collaborate with Project Management, Solutions Architecture, Product, and Support
- Track implementation milestones and deliverables using internal tools
- Communicate progress, risks, and resolution paths to internal stakeholders and customers
- Identify opportunities to automate and improve work using approved AI and other tools
- Meet success metrics including utilization, project throughput, on-time delivery, and customer satisfaction
Requirements:
- 2+ years of hands-on experience in SaaS onboarding or implementation
- Proven track record guiding customers through technical setup, training, and go-live across varied business types and user groups
- Exceptional organizational and time management skills; ability to manage multiple projects and meet tight deadlines
- Excellent verbal and written communication skills
- Ability to lead client-facing trainings and translate technical concepts for technical and non-technical stakeholders
- Strong interpersonal and customer service orientation
- Familiarity with restaurant industry operations and workflows, including accounting, POS, and inventory
- Analytical and solutions-oriented; able to assess requirements, troubleshoot issues, and make data-informed decisions
- Ability to work independently and collaborate cross-functionally
- Proven SaaS tool fluency, sound technical knowledge, and attention to detail
- Hands-on AI experience and judgment to verify generative AI outputs
- Experience with multi-unit restaurant groups preferred
- Exposure to ERP systems or launch-of-service delivery preferred
- Comfort adapting to evolving playbooks and tools preferred
Benefits:
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
- Fully remote work with virtual collaboration
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