Implementation Specialist

Breadstack; Vancouver; On-site; CAD 50,000 - 85,000; Full time

Job summary

Join a forward-thinking company dedicated to empowering dispensaries with a cutting-edge SaaS platform. As an Implementation Specialist, you'll play a pivotal role in guiding clients through the onboarding process, ensuring they maximize the potential of their integrated systems. Your expertise will help dispensaries streamline operations and enhance customer service in a competitive market. This dynamic role involves training clients, troubleshooting issues, and collaborating with teams to ensure ongoing success. If you are passionate about customer service and technology, this is an exciting opportunity to make a meaningful impact in the evolving dispensary commerce industry.

Benefits

Ongoing Learning Opportunities

Professional Development

Dynamic Team Environment

Qualifications

• Exceptional verbal and written communication skills required.
• Experience in a SaaS company or Customer Success team is a strong asset.

Responsibilities

• Manage onboarding for new customers through training sessions.
• Collaborate with Customer Success Managers for smooth transitions.

Skills

Verbal Communication

Written Communication

Customer Service

Technical Proficiency

Time Management

Problem Solving

Adaptability

SaaS Experience

Education

Bachelor's Degree

Tools

CRM Software

POS Systems

Job description

About Us: At Breadstack, we empower dispensaries with a cutting-edge platform designed to boost sales, enhance online presence, and streamline operations. Our all-in-one solution integrates inventory, order management, payment, shipping, delivery, and eCommerce to help dispensaries thrive in a competitive market. Join us in building the future of commerce.

Position Overview: The Implementation Specialist at Breadstack plays a crucial role in setting up our clients—primarily dispensaries—on our comprehensive SaaS platform. Breadstack’s platform provides an all-in-one solution for managing and enhancing dispensary operations, covering everything from inventory management and order processing to payments, shipping, and delivery. In this role, you will guide our customers through the onboarding process, ensuring they understand and are fully equipped to leverage Breadstack’s SaaS platform in conjunction with their existing POS (Point of Sale) systems and newly developed eCommerce websites.

As the primary point of contact during onboarding, you will work closely with clients to align our platform with their unique business needs. Your responsibilities will include:

• Breadstack SaaS Platform Integration: You will guide customers through Breadstack’s Commerce, Delivery, Service and OMS (Order Management System) modules, covering essential setup details like local delivery zones, fulfillment options, payment configurations, and inventory syncing. You’ll also ensure that their Breadstack platform is effectively integrated with their existing POS to streamline in-store and online transactions.
• POS and eCommerce Synchronization: Many of our clients rely on legacy POS systems, so you’ll help map categories, products, and pricing structures from their POS into the Breadstack platform. You’ll assist in bridging any gaps to ensure data flows seamlessly between their POS and Breadstack’s system, allowing for real-time inventory updates and smoother order management.
• eCommerce Website Launch: Breadstack’s platform enables clients to launch and manage their eCommerce websites, optimized for dispensary operations. During onboarding, you’ll provide customers with best practices for configuring their online store settings, shipping zones, delivery fees, and compliance considerations specific to the cannabis industry. You’ll also train them on utilizing their website to maximize sales and customer engagement.
• Collaborative Success: You will work alongside Customer Success Managers and Support teams to provide a holistic experience for our clients. You’ll ensure smooth transitions from onboarding to ongoing account management, provide insights into customer progress, and address any risks of churn proactively.

The ideal candidate is proactive, technically proficient, and passionate about helping clients maximize the potential of their integrated Breadstack, POS, and eCommerce website setup. Your work will empower dispensaries to streamline operations, improve customer service, and expand their digital footprint effectively.

DKey Responsibilities:

• Manage onboarding for new customers through remote group training and 1-on-1 sessions, walking clients through setup, configuration, and best practices to achieve initial value.
• Support existing customers in need of additional adoption guidance in partnership with the Success Management team.
• Engage customers throughout onboarding by sharing product updates, best practices, and relevant guidance.
• Collaborate with Customer Success Managers for smooth post-onboarding handoffs and support ongoing adoption, assisting at-risk customers to avoid churn.
• Liaise with the support team on technical issues or limitations encountered during onboarding.
• Provide adoption progress updates and communicate challenges within internal tools to keep customer-facing teams informed.
• Contribute to developing and refining service offerings that drive greater product adoption.
• Maintain a flexible schedule on rotating days to accommodate customers in various regions, including the UK and Australia.

Qualifications:

• Exceptional verbal and written communication skills, fluent and highly proficient in English.
• Passionate about delivering outstanding customer service and building strong relationships.
• Adaptive and able to learn new technical products quickly, even in challenging situations.
• Creative, collaborative, optimistic, intellectually curious, and able to think critically and innovatively.
• Strong time management skills with an exceptional eye for detail.
• Proven ability to multitask, stay organized, and work efficiently in time-sensitive situations.
• Natural rapport-builder with a strong desire for continuous professional growth.
• Previous experience working in a SaaS company or within a Customer Success team is a strong asset.

Why Join Us?

• Be part of a dynamic team dedicated to supporting customer success and innovation in the fast-evolving dispensary commerce industry.
• Work in an environment that values empathy, integrity, and commitment to excellence.
• Opportunities for ongoing learning and professional development.

If you’re ready to make a meaningful impact and bring your expertise to a customer-centered role, we’d love to hear from you!