Implementation Associate

Summary:

The New Verticals Implementation Team is on the ground floor of building our next big business. They partner closely with our Sales teams to establish the critical relationship between our brand and the Merchant. The Implementation Associate team manages onboarding, implementation, and launch success for Merchants joining the platform.

An Implementation Associate (IA) works with Merchants from sales sign through go-live and post-launch review/support. An IA will achieve team goals by ensuring an optimized store platform presence, accurate inventory set-up, and efficient operations for our Merchants.

Roles and Responsibilities:

Customer Success for Contract Signed → First 28 days live

• Contract Signed→ the Sales rep will hand off the account for catalog collection or integration set-up by the IA.
• Closed Won→ the IA will schedule a Store Orientation to review platform tools and processes to ensure launch success.
• Once the store is live, the IA will work to ensure further store success through defensive outreach for high cancellations or no orders.
• The IA is the single point of contact for the Merchant from Contract Signed through the first 28 days. The IA answers any and all questions or concerns within 48 business hours of merchant outreach.

Required Skills:

• Proficient speaking English to customers.
• 1-2 years of applicable experience in Customer Support, Customer Success or Account Management.
• Creative problem solver, eager to help our merchants go live successfully.
• Ability to understand and communicate operations processes.
• Impeccable written and verbal communication skills.
• Proven track record of working directly with customers in a Support or Account Management role.
• A demonstrated track record of empathizing with customer needs and adapting to meet their unique goals.
• Ability to explain platform and technical solutions.
• Comfortable with providing education and guidance to resolve account blockers.

Desired Skills:

• Previous experience in Delivery Apps Support.
• Background working with SMBs, Mid Market or ENT is a plus.
• High school diploma or equivalent
• Effective time management and organisational skills
• Ability to custom-tailor your sales strategy based on pre-call research and customer insights