Senior Implementation Specialist

Restaurant365; Palo Alto (CA); Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation package

Comprehensive medical benefits

401k + matching

Team member stock options

Flexible Time Off + Company holidays

Weekly catered lunches + snacks

Wellness initiatives

Job summary

Restaurant365 is seeking a Senior Implementation Specialist to lead high-touch SaaS onboarding for enterprise-scale restaurant groups in a hybrid Palo Alto environment.

You will partner with cross-functional teams to design tailored onboarding plans addressing unique workflows, integrations, and operational structures, while mentoring peers and driving best practices across the team. The role emphasizes adoption, end-user training, and maintaining project quality within timelines and budgets.

Qualifications

• 5+ years of hands-on SaaS onboarding or implementation experience.
• Experience managing complex, high-touch implementations with strong project management skills.
• Deep understanding of multiple R365 product lines (Accounting, Operations, ExpandShare, HIRE).

Responsibilities

• Lead enterprise-scale implementations from discovery to adoption, ensuring milestones stay on time and within budget.
• Conduct advanced discovery sessions to map multi-location workflows and integrations.
• Deliver expert-level training (virtual or onsite) for executives to frontline staff.
• Advise on complex use cases, integrations, and best practices to maximize platform value.
• Mentor and coach junior Implementation Specialists and contribute to internal training.
• Collaborate cross-functionally with PM, Solutions Architecture, Product, and Support to resolve issues.
• Identify process gaps and pilot improvements to implementation playbooks.
• Proactively manage risk to keep projects on track.
• Other duties as assigned.

Skills

SaaS onboarding

Project management

Stakeholder communication

Mentorship

Analytical thinking

Cross-functional collaboration

Time management

Tools

R365 platform

Job description

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365's culture is focused on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we are and always will be "Best in Class" ... and we want that for you too!

The Senior Implementation Specialist is a key expert within the Professional Services team, responsible for delivering high-touch, high-complexity onboarding experiences for our most strategic customers- typically enterprise-level or multi-unit restaurant groups. This role combines advanced solution knowledge, project leadership, and customer relationship skills to ensure implementations are executed efficiently, drive rapid adoption, and set the foundation for long-term customer success.

The Senior Specialist will partner closely with Project Managers, Solutions Architects, and Customer Success Managers to design and execute tailored onboarding plans that address unique customer workflows, integrations, and operational structures. Beyond direct delivery, this role serves as a mentor and quality benchmark for other Implementation Specialists, helping raise the bar on consistency, methodology, and customer experience across the team.

How you'll add value:

• Lead complex, enterprise-scale implementations from discovery to adoption, ensuring alignment between customer requirements and R365's platform capabilities to manage milestones on time and within budget to deliver smooth and complete project experience for customers.
• Conduct advanced discovery sessions to deeply understand multi-location, multi-system workflows, and configure solutions to maximize operational efficiency.
• Deliver expert-level training (virtual or onsite) that drives confident end-user adoption, tailoring content to different audience levels—from executives to frontline staff.
• Apply deep product expertise to advise on complex use cases, integrations, and best practices, ensuring customers maximize the full value of the platform.
• Mentor and coach junior Implementation Specialists, providing feedback, sharing best practices, and contributing to internal training programs.
• Collaborate cross-functionally with Project Management, Solutions Architecture, Product, and Support to resolve issues, address custom requirements, and ensure delivery excellence.
• Contribute to continuous improvement by identifying process gaps, suggesting enhancements to implementation playbooks, and piloting new delivery approaches.
• Proactively manage risk, surfacing adoption blockers early and developing mitigation strategies to keep projects on track.
• Other duties as assigned.

KEY METRICS FOR SUCCESS

• Utilization Rate
• Project Completion Throughput
• On-Time Delivery Rate
• Customer Satisfaction (CSAT)

What you'll need to be successful in this role:

• 5+ years of hands-on experience in SaaS onboarding or implementation, with a proven track record of successfully guiding customers through technical setup, training, and go-live across varied business types and user groups while consistently achieving key performance metrics.
• Experience managing complex, high-touch implementations with proven project management skills.
• Deep understanding of multiple R365 product lines: Accounting, Operations, ExpandShare, and HIRE
• Exceptional organizational and time management skills, with the ability to manage multiple projects simultaneously, prioritize effectively, and meet tight deadlines without sacrificing quality.
• Excellent verbal and written communication skills, including the ability to lead client-facing trainings and translate technical concepts into clear, actionable guidance for both technical and non-technical stakeholders.
• Highly analytical and solutions-oriented, able to assess requirements, troubleshoot issues, and make timely, data-informed decisions that support customer success.
• Self-starter with the ability to work independently, while also demonstrating strong collaboration skills when working cross-functionally with Project Managers, Engineers, Product, and Customer Success.
• Demonstrated coaching or mentorship experience.
• Strong analytical and problem-solving skills.
• Proven SaaS tool fluency, sound technical knowledge, and detail orientation.

Preferred Qualifications

• Familiarity with restaurant or hospitality environments.
• Experience in structured certification programs or internal training content.
• Experience shaping onboarding frameworks and internal tools.
• Comfort adapting to evolving playbooks and tools.

R365 Team Member Benefits & Perks

• Competitive compensation package
• Comprehensive medical benefits
• 401k + matching
• Team member stock options
• Flexible Time Off + Company holidays
• Weekly catered lunches + snacks
• Wellness initiatives

This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday.

Internal Employees - R365 is committed to growing talent from within.

DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.