Onboarding & Implementation Specialist - Square Expert

Mealticket

Philadelphia (Philadelphia County)

On-site

USD 68,000 - 105,000

Full time

6 days ago

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Job summary

Mealticket is seeking an Implementation Specialist – Onboarding & Training to own the customer journey from kickoff through successful deployment. You will configure MarketMan, set up POS and API integrations, and train restaurant teams until they are confident using the platform.

While specializing in Square, you will also support Toast, EPOS Now, and other platforms as needed, collaborating with Sales, Support, Data Processing, and Product teams to drive adoption and feedback.

Qualifications

2–3 years of experience in implementation, onboarding, customer training, enablement, or a similar technical customer-facing role.
Demonstrated comfort with integrations and data: imports/exports, field mapping, spreadsheets, and troubleshooting data discrepancies.
Strong facilitation and presentation skills, with the ability to train non-technical users clearly and patiently.
Solid project management ability — running multiple accounts and deadlines simultaneously without losing momentum or detail.
Excellent written and verbal communication, plus strong problem-solving instincts.
Working knowledge of tools such as Salesforce or HubSpot, Jira, Google Workspace, and project tracking platforms.
Bachelor’s degree in Business, Hospitality, CS, Engineering, or a related field — or equivalent practical experience.

Responsibilities

Own the End-to-End Customer Journey from kickoff through training completion and early live use.
Plan and drive implementation and training plans with milestones, timelines, owners, and success criteria for each account.
Portfolio management: Manage a portfolio of concurrent customers at different stages, prioritizing effectively to keep every account moving toward go-live.
Clean completion: Confirm that implementation and training milestones are fully met — not just delivered — before transitioning the account to Customer Success or Support.
Configure the MarketMan system for each customer: inventory, suppliers, recipes, locations, users, and permissions.
Own POS and API integration setup end to end, with deep specialization in the Square integration and working proficiency across Toast, EPOS Now, and other supported platforms.
Partner with the Data Processing team to get customer inventory and item lists processed, validated, and uploaded accurately and on schedule.
Identify and resolve issues during and after implementation; escalated to Technical Support or R&D with clear, reproducible detail when needed.
Maintain accurate documentation of configuration decisions, integration setup, and customer-specific requirements.
Deliver engaging training across formats — 1:1 sessions, cohort-based (1:many) sessions, and webinars — covering inventory counts, purchasing, invoice scanning, recipe costing, and reporting workflows.
Tailor sessions to real restaurant scenarios and to the customer’s own data, so training maps directly to how their operation runs.
Verify competency before sign-off, and run refresher or re-training sessions where adoption lags.
Guide customers toward scalable, self-serve learning: help centre articles, on-demand video, and in-app guidance — and contribute to building and improving those assets in collaboration with the Training team.
Document recurring questions and friction points, and turn them into reusable materials that reduce repeat, preventable support contacts.
Monitor usage and engagement signals through onboarding and early live use to proactively surface adoption gaps.
Flag churn risk early, with documented context and a clear action plan.
Identify expansion signals — additional locations, users, or modules — and surface qualified opportunities to Customer Success or Sales.
Coordinate with Sales for handoff context and customer goals, with Support for post-live continuity, and with Customer Success on account strategy.
Relay structured customer feedback to Product, particularly on integration behaviour, onboarding friction, and feature gaps.
Keep records, project status, and customer insights current in Salesforce and project tracking tools so program status is always reportable.
Participate in product, support, and customer success syncs, and share trends observed in the field.