Implementation Manager

Role overview This customer-facing implementation role delivers point-of-sale technology to restaurant and hospitality merchants across the U.S. The position owns the full deployment lifecycle—from pre-implementation planning through on-site install, training, and post-go-live support—while serving as a senior escalation point for technical issues. It is a remote, travel-heavy role well suited to someone who enjoys a mix of field work, customer training, and hands-on troubleshooting.

Responsibilities - Run pre-implementation project management, planning, scheduling, and client preparation, then lead on-site implementation of the live system and train staff to a comfortable level by the end of each visit. - Develop post-implementation plans, obtain client sign-offs, and thoroughly document all implementation and training details. - Respond to client service requests in a timely manner, diagnose and resolve hardware, software, and user error issues both on the phone and on site, and follow up to confirm resolution. - Recommend and perform system upgrades to extend longevity, and stay current on related equipment, procedures, and technology trends. - Participate in an after-hours on-call rotation, assist in training internal Customer Support and Sales personnel, support sales presentations as needed, and serve as a level-three escalation path for the support department.

Requirements - Bachelor's degree or equivalent combination of education and work experience. - Minimum of 3 years of experience in point-of-sale implementation and/or support. - Certified Payment Professional (CPP) certification, or ability to attain it within 12 months. - Ability to understand each merchant's unique needs, develop a plan of action, and coordinate team efforts to deliver the solution. - Strong customer service and communication skills with keen attention to detail, and a valid driver's license.

Benefits and work setup - Remote, U.S.-based role with approximately 85% travel. - Salary range of $70,000–$86,000, with actual pay varying by location and experience. - Comprehensive benefits package including medical, dental, and vision coverage; flexible paid time off; 401(k) with match; mental health and well-being program; paid maternity and paternity leave; education assistance; and a company-funded lifestyle spending account. - No visa sponsorship available for this position.