Pride Global
Russell Tobin's client, an American online marketplace company, is hiring a Platform Implementation SpecialistApply Now! Employment Type: Contract Preferred Locations (Priority Order): New York City, NY; San Francisco; CAOpen To: Phoenix, AZ; Los Angeles, CA; Denver, CO; Chicago, ILTypical Business Hours: 9 AM - 6 PM EST (or equivalent in your time zone) Duration: 6+ months with possible extension or conversion Pay range: $40/hr - $46/hrSchedule: Mon - Fri About the Team:The Digital Ordering team is a fast-growing software-as-a-service (SaaS) business unit, offering a suite of solutions-including online ordering, branded mobile apps, and loyalty programs-that empower merchants (restaurants, grocers, retailers, etc.) to grow their business through first-party channels. This team plays a pivotal role in transforming the way merchants engage with customers, and it's just getting started on a massive opportunity to scale impact across the Americas.The Platform Implementation Manager (PIM) Team ensures seamless onboarding, implementation, and growth for high-priority merchants. Focused on the first-party Online Ordering product, the team provides white-glove service from sign-up through the critical early weeks of adoption. About the RoleAs a Platform Implementation Specialist, you'll own the end-to-end onboarding and implementation experience for merchants, managing customer calls, communications, presentations, and troubleshooting during their first four weeks. Your day-to-day will include leading merchant onboarding sessions, resolving technical challenges, escalating issues to product/engineering teams, and creating collateral to optimize merchant success.You'll collaborate closely with Sales, Strategy & Operations, and other cross-functional teams to drive merchant satisfaction, share feedback, and refine processes. Reporting to the Associate Manager of Strategy & Operations, this primarily remote role (with proximity to a corporate hub for occasional collaboration) is ideal for someone who thrives in a dynamic, customer-centric environment. Responsibilities: Own merchant onboarding and implementation with clear, proactive communication. Deliver polished presentations and address merchant concerns with empathy and expertise. Train merchants on product functionality and best practices. Develop collateral to enhance merchant education and product adoption. Become a subject-matter expert on the Online Ordering platform. Partner with Sales to troubleshoot implementation hurdles. Provide actionable feedback to improve product offerings and workflows. Uphold high standards for service quality and project timelines. Identify opportunities to enhance team efficiency and merchant outcomes. Adapt quickly to evolving priorities in a high-growth environment. Qualifications: A bachelor's degree or equivalent practical experience. 3-5 years in onboarding, implementation, project management, or account management. A track record of precision, meeting deadlines, and meticulous attention to detail. Experience collaborating across teams and influencing without authority. Strong presentation skills for both internal and external audiences.Benefits that Russell Tobin offers:Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.