Implementation Specialist

Block Inc; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Remote work options

Medical insurance

Flexible time off

Retirement savings plans

Job summary

Block, Inc. in Melbourne is seeking an Implementation Specialist to lead the technical onboarding of new merchants, delivering a seamless, scalable onboarding experience for SMB sellers.

You will work cross-functionally with Sales, Account Management, Product, Engineering, and Customer Success to implement Square deployments and help upmarket growth. This role requires managing multiple onboarding projects and traveling up to 10% for client meetings and hardware installations.

Qualifications

• 3+ years in a customer-facing role with 2+ years in project management, implementation or onboarding.
• Proven ability to manage multiple complex projects across priorities, timelines and resources.
• Clear ability to distill complex requirements into tailored solutions and explain technical concepts.

Responsibilities

• Lead onboarding projects for multiple sellers, balancing priorities and timelines.
• Collaborate with Sales, Account Management, Product, Engineering, and Customer Success.
• Document capabilities and limitations to set accurate expectations with sellers.
• Identify and manage risks throughout the onboarding lifecycle.
• Translate requirements into actionable feature requests and roadmap input.
• Communicate effectively with both technical and non-technical stakeholders.
• Drive improvements with scalable AI-powered automation.
• Travel up to 10% for client meetings and installations.

Skills

Customer-facing role

Project management

Implementation

Onboarding

Job description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes - large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

The Global Seller Onboarding (GSO) team partners directly with Square's largest and most complex sellers (what we call our clients) to ensure they fully realize the value of Square's products and services. As an
Implementation Specialist , you will lead the technical onboarding and activation of new merchants, delivering a seamless, scalable, and high-quality onboarding experience.

In this role, you will work cross-functionally with Sales, Account Management, Product, Engineering, and Customer Success to implement Square deployments for primarily SMB sellers. For certain sellers, you may engage pre-sale to support discovery, solution validation, and the positioning of Square's professional services offerings. This role is pivotal to Square's upmarket growth strategy and to shaping the enterprise seller experience from initial solution design through activation.

You Will

• Engage with sellers pre-sale to support discovery, scoping, planning, and solution validation.
• Advise on and document Square's product capabilities and limitations to ensure clear, accurate expectations are set with prospective sellers.
• Own and manage multiple complex onboarding projects concurrently, balancing competing priorities, timelines, and resource constraints.
• Build strong cross-functional partnerships with Sales & Account Management, Customer Success, Product, Marketing, and Engineering teams.
• Collaborate effectively with technical partners and clearly communicate technical requirements to both technical and non-technical stakeholders.
• Proactively identify and manage risk throughout the onboarding lifecycle, ensuring consistent stakeholder communication and successful outcomes.
• Support data entry and data migration activities as part of the onboarding process for select sellers.
• Maintain deep expertise in Square's platform and ecosystem, providing guidance on technical and product capabilities to optimize the seller experience.
• Act as a liaison between sellers and Product teams, translating complex requirements into actionable feature requests and roadmap input.
• Demonstrate professionalism, collaboration, and strong executive presence while working under deadlines with internal and external stakeholders.
• Identify process gaps and drive improvements by leveraging scalable AI-powered automation.
• Travel up to 10% for client meetings, hardware installations, and other internal events.

You Have

• 3+ years of experience in a customer-facing role, including 2+ years of experience in project management, implementation, or onboarding
• Proven ability to manage multiple complex projects simultaneously across competing priorities, timelines, and resources.
• Strong ability to distill complex requirements into tailored solutions and communicate technical concepts clearly and concisely.
• Working knowledge of project management methodologies, tools, and best practices.
• Experience in the POS, payments, or broader technology industry.

Use of AI in Our Hiring Process

We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people.
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Afterpay is transforming the way customers manage their spending over time.
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