Implementation Manager

Implementation Manager
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
Pay within this range varies by work location and 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:
We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:
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