Remote Enterprise Onboarding & Implementation Lead

Scotch; United States; Hybrid; USD 110,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) plan

Flexible PTO

Equity package

Job summary

Scotch is seeking an Enterprise Customer Onboarding Specialist to lead large-scale POS platform implementations across multiple stores. You will manage kickoff, data migration, hardware rollout, and go-live coordination with cross-functional teams, ensuring customer success and long-term adoption.

You will collaborate with Sales, Account Management, Support, Product, and Engineering, while traveling for on-site deployments and trainings as needed.

Qualifications

• 4–5+ years in customer onboarding or similar role, including at least 2 years supporting enterprise or multi-location customers.
• Proven track record managing complex implementations with multiple stakeholders, workstreams, and deadlines.
• Experience with POS systems, retail technology, fintech products, or other hardware/software implementations.
• Experience with data migration and system integrations, and comfort working with spreadsheets, data imports, and technical teams.
• Familiarity with POS hardware such as receipt printers, barcode scanners, payment terminals, and cash drawers.
• Strong project management skills; experience with project management tools and structured implementation methodologies a plus.
• Excellent communication skills, with the ability to explain technical concepts clearly and to build credibility with both frontline staff and senior leaders.
• Ability to travel for on-site deployments and trainings (approximately X%).

Responsibilities

• Own the end-to-end onboarding experience for enterprise customers, from kickoff through full go-live across all locations.
• Build and manage implementation project plans, including timelines, milestones, phased or location-by-location rollouts, and customer-side responsibilities.
• Configure and deploy POS software for multi-location environments, including payments, inventory management, pricing, reporting, user permissions, and related workflows.
• Lead data migration from legacy systems, including product catalogs, inventory, customer records, and pricing.
• Coordinate integrations with customers' existing systems, such as accounting, e-commerce, and loyalty platforms, in partnership with Engineering.
• Plan and coordinate hardware deployment across multiple stores, including touch terminals, receipt printers, barcode scanners, payment terminals, and cash drawers.
• Lead remote and on-site trainings for store staff, managers, and corporate users, and build train-the-trainer programs for larger rollouts.
• Serve as the primary point of contact for customer stakeholders during onboarding, run regular status meetings, and communicate progress, risks, and next steps.
• Identify implementation risks early, troubleshoot issues, and elevate technical problems when needed.
• Build and maintain enterprise onboarding playbooks, documentation, training materials, and process guides.
• Partner closely with Sales, Account Management, Support, Product, and Engineering, including smooth handoffs from Sales at kickoff and to Support or Account Management after go-live.
• Track implementation progress, milestone completion, and go-live readiness across concurrent enterprise projects.
• Share customer feedback and recurring pain points to help shape the product and improve the enterprise onboarding experience

Skills

Enterprise onboarding

Project management

Stakeholder management

Technical troubleshooting

Communication

Travel willingness

Retail/bev tech experience

Tools

POS systems

Data migration

System integrations

PM tools

Job description

Scotch is seeking an Enterprise Customer Onboarding Specialist to lead large-scale POS platform implementations across multiple stores. You will manage kickoff, data migration, hardware rollout, and go-live coordination with cross-functional teams, ensuring customer success and long-term adoption.

You will collaborate with Sales, Account Management, Support, Product, and Engineering, while traveling for on-site deployments and trainings as needed.