Implementation Manager

North; United States; Remote; USD 70,000 - 86,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Coverage

Flexible Paid Time Off

401(k) + Match

Mental Health Support & Well-Being

Paid Maternity & Paternity Leave

Education Assistance

Lifestyle Spending Account

Job summary

North Hospitality is seeking an Implementation Manager to plan, install, train and support point of sale clients across the United States. You will work with the client's team to configure software and hardware and resolve implementation issues on-site. The Sr.

role emphasizes researching and facilitating resolutions and providing technical assistance for computer systems. The role requires CPP certification or the ability to obtain it within 12 months, plus a strong focus on customer service,

Qualifications

• Bachelor's degree or equivalent combination of education and work experience.
• Minimum of 3 years experience in point of sale implementation and/or support.
• Certified Payment Professional (CPP) or able to attain in 12 months.
• Ability to understand each merchant's unique needs, develop a plan of action and coordinate team efforts to provide the solution.
• Ability to provide world-class customer service, communicate well and a keen attention to detail.

Responsibilities

• Plan, install, train and support POS clients from pre-implementation to go-live.
• On-site implementation of live system, and train staff to comfortable level by conclusion of visit.
• Develop post-implementation plan, obtain necessary client sign-offs and document all details.
• Respond to client service requests in a timely manner and resolve issues to client satisfaction.
• Recommend and perform upgrades on systems to ensure longevity.
• Diagnose and resolve hardware, software, and user error problems, over phone or on site.
• Own the call, participate in problem resolution from start to finish, even after escalation.
• Follow up with customers to ensure issue has been resolved.
• Stay current on job related equipment and procedures via meetings and publications.
• Participate in the after-hours 'On Call' rotation.
• Assist in training internal Customer Support and Sales personnel and participate in sales presentations.
• Act as level three escalation path for the support department as needed.

Skills

Customer service

Communication skills

Attention to detail

Education

Bachelor's Degree or equivalent

Job description

North Hospitality - Remote, US The Implementation Manager is responsible for planning, installing, training and support for new and existing point of sale clients. You will work in conjunction with the client’s team to configure and install point of sale software and hardware. The Implementation Manager, Sr is responsible for researching and facilitating resolution of all implementation issues at the client site. The Implementation Manager, Sr is responsible for providing technical assistance and support related to computer systems, hardware, and/or software.

North Hospitality - Remote, US The Implementation Manager is responsible for planning, installing, training and support for new and existing point of sale clients. You will work in conjunction with the client’s team to configure and install point of sale software and hardware. The Implementation Manager, Sr is responsible for researching and facilitating resolution of all implementation issues at the client site. The Implementation Manager, Sr is responsible for providing technical assistance and support related to computer systems, hardware, and/or software.

What You'll Do:

• System implementation and training: Pre-implementation project management, planning, scheduling and client preparation
• On-site implementation of live system, and train staff to comfortable level by conclusion of visit
• Develop post-implementation plan, obtain necessary client sign-offs and thoroughly document all implementation/training details
• Respond to client service requests in a timely manner and resolve issues to client satisfaction
• Recommend and perform upgrades on systems to ensure longevity.
• Diagnose and resolve hardware, software, and user error problems, both on the phone and on site as required
• Own the call, actively participate in problem resolution from beginning to end, even after escalation
• Follow up with customers to ensure issue has been resolved
• Stays current on job related equipment, procedures and information via attendance at meetings and seminars and reading technology related publications
• Participate in the after-hours 'On Call' rotation
• Assist in training internal Customer Support and Sales personnel and participate in sales presentations as needed to assist Sales Team
• Ability to be an level three escalation path for the support department as needed

What We Need From You:

• Bachelor's Degree or equivalent combination of education and work experience.
• Minimum of 3 years experience in point of sale implementation and/or support.
• Certified Payment Professional (CPP) or able to attain in 12 months.
• Ability to understand each merchant's unique needs, develop a plan of action and coordinate team efforts to provide the solution.
• Ability to provide world-class customer service, communicate well and a keen attention to detail.

Additional Information:

Direct Reports: None

Travel Requirements: 85%

License and Certification Requirements: Valid driver's license

Salary Range:

$70,000- $86,000

Paywithin this range varies by work locationand on job-related knowledge, skills,and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

What we offer:

• Medical, Dental, & Vision Coverage
• Flexible Paid Time Off
• 401(k) + Match
• Mental Health Support & Well-Being Program
• Paid Maternity & Paternity Leave
• Education Assistance
• Company-funded Lifestyle Spending Account

Please note: North is a US based company and no sponsorship is available for this position at this time.

Join the hospitality experts. Imagine delivering sophisticated hospitality technology, simplified payment processing, and award-winning support to some of the top restaurants in the U.S.

Who we are:

We are restaurateurs building products for restaurateurs. At North Hospitality, our team has years of experience working in, and for, some of the most renowned hotels and restaurants in the country. Now, we're committed to bringing that passion to restaurateurs everywhere in the form of a single, seamless platform for all operations.

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal-opportunity employer.

To learn more about North and our family of companies, visit our website: https://www.north.com/company/about/our-companies-brands