Product Implementation Lead — Team & Client Success

SpotOn; Royal Oak (MI); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Options

401(k) Retirement Savings & Employer  

RSUs

Paid parental leave

Job summary

SpotOn in Royal Oak, MI is hiring an Associate Manager, Product Implementation to lead a specialist team, coordinate with clients, and ensure successful deployment of integrations. You will supervise daily operations, drive process improvements, and align with senior leadership on performance metrics.

The role emphasizes coaching, cross-functional collaboration, and strict adherence to SOPs/SLAs, with a focus on delivering high-quality product implementations for restaurant tech ecosystems.

Qualifications

• 5+ years in customer success or related roles with leadership experience.
• Experience managing and developing high-performing teams.
• Experience in fintech or SaaS environments preferred.

Responsibilities

• Lead and coach a small team of specialists, providing guidance, feedback, and professional development.
• Monitor workloads and prioritize assignments to ensure balanced capacity, efficiency, and on-time delivery.
• Oversee day-to-day operations to ensure timely delivery of team objectives.
• Serve as the primary escalation point for technical or process-related issues.
• Prepare reports and updates on team performance metrics for senior management.
• Participate in hiring, onboarding, and training of new team members.
• Collaborate with cross-functional teams and clients to ensure clear understanding of requirements and project status.
• Maintain professional, solution-oriented communication to foster positive client relationships.
• Coordinate timelines across teams and functions to ensure initiatives and deliverables are completed on schedule.
• Track progress, ensuring milestones and deadlines are met.
• Report project status, risks, and dependencies to the leadership.
• Identify process inefficiencies and recommend improvements to enhance workflow efficiency and effectiveness.
• Collaborate with cross-functional teams to resolve issues and drive project completion.
• Conduct quality checks to maintain consistency and adherence to standards.
• Promote team efficiency through ongoing process improvements and knowledge sharing.
• Support onboarding and training of new team members, sharing best practices.
• Hold the team accountable for following SOPs, SLAs, and checklists.
• Oversee execution of integration deployments by the team.
• Review and approve platform configurations, workflows, and third-party integrations.
• Ensure client training and operational adoption are successfully delivered.
• Serve as an escalation point for technical or configuration challenges.
• Collaborate cross-functionally to resolve implementation issues and enhance client outcomes.
• Contribute to process improvement, documentation, and SOP development.

Skills

Team Leadership

Client Coordination

Project Management

Cross-Functional Communication

Process Improvement

Quality Assurance

SOPs & SLAs

POS Integrations

Software Integrations

Tools

POS Systems

API Testing

SaaS Tools

Job description

SpotOn in Royal Oak, MI is hiring an Associate Manager, Product Implementation to lead a specialist team, coordinate with clients, and ensure successful deployment of integrations. You will supervise daily operations, drive process improvements, and align with senior leadership on performance metrics.

The role emphasizes coaching, cross-functional collaboration, and strict adherence to SOPs/SLAs, with a focus on delivering high-quality product implementations for restaurant tech ecosystems.