Job description

The Implementation Specialist will focus on onboarding new Fulfil customers on to our platform. You will work hand in hand with an Implementation team to craft an exceptional experience for merchants as they bring their entire merchant operations processes onto Fulfil. You will obsess over deadlines and work cross-functionally with multiple internal teams across product, engineering, sales, and account management to ensure timely delivery of each step of the onboarding process. This is a strategic customer success role that requires an air of confidence, and a prescriptive rather than a reactionary approach to ensure ease during this transition leading to a successful Launch and Go-Live.

What You’ll Do:

Work closely with the onboarding team to help new and existing merchants adopt Fulfil
Drive implementation planning, execution, and optimization support
Conduct business process mapping and requirements gathering sessions with new and existing customers to determine configuration requirements
Prepare business requirements and technical scoping documents derived from customer meetings towards a successful launch
Troubleshoot issues that arise during configuration sessions and dry runs
Provide on-going post implementation support to optimize user adoption onto Fulfil
Collaborate cross-functionally to ensure timeliness of each client deliverable
Project manage across all stakeholders (internally and externally) in order to ensure on-time delivery and exceed merchant expectations
Collaborate with other service and product areas to create a seamless experience for our merchants as they move from sales to data-migration, to set-up, delivery and go live.
Wear multiple hats and make the most of the opportunity to work at an amazing, innovative, and rapidly growing company; passionate about doing something incredible!