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