Associate Manager, Product Implementation
SpotOn•Royal Oak, MI
•Onsite
About The Position
The Associate Manager, Product Implementation is responsible for supporting team operations and overseeing day-to-day activities within their functional area. This role ensures that team goals are met, processes are executed efficiently, and work aligns with organizational standards. The Associate Manager, Product Implementation acts as a bridge between frontline employees and senior management, fostering team development, coaching, and engagement. This role ensures successful deployment of integrations, adoption, and client satisfaction. Supports operational efficiency, quality, and process consistency.
Requirements
- Strong leadership and team management abilities, including coaching and mentoring.
- Excellent communication and interpersonal skills for interacting with team members and stakeholders.
- Solid organizational and time management skills, with attention to detail.
- Analytical and problem-solving skills to identify issues and recommend solutions.
- Knowledge of relevant tools, systems, and industry practices.
- Ability to adapt to changing priorities and manage multiple projects concurrently.
- Extensive experience in software integrations, restaurant operations, and POS systems.
- Proven ability to coach, mentor, and manage team performance.
- Strong problem-solving, client management, and communication skills.
- Skilled in process development, project tracking, and operational oversight.
- 5+ years of professional experience in customer success or related roles.
- 1+ year of experience managing and developing high-performing teams.
- Work authorization in the U.S. is required.
Nice To Haves
- Experience in fintech or SaaS environments preferred.
Responsibilities
- Lead and coach a small team of specialists, providing guidance, feedback, and professional development.
- Monitor workloads and prioritize assignments to ensure balanced capacity, efficiency, and on-time delivery.
- Oversee day-to-day operations to ensure timely delivery of team objectives.
- Serve as the primary escalation point for technical or process-related issues.
- Prepare reports and updates on team performance metrics for senior management.
- Participate in hiring, onboarding, and training of new team members.
- Collaborate with cross-functional teams and clients to ensure clear understanding of requirements and project status.
- Maintain professional, solution-oriented communication to foster positive client relationships.
- Coordinate timelines across teams and functions to ensure initiatives and deliverables are completed on schedule.
- Track progress, ensuring milestones and deadlines are met.
- Report project status, risks, and dependencies to the leadership.
- Identify process inefficiencies and recommend improvements to enhance workflow efficiency and effectiveness.
- Collaborate with cross-functional teams to resolve issues and drive project completion.
- Conduct quality checks to maintain consistency and adherence to standards.
- Promote team efficiency through ongoing process improvements and knowledge sharing.
- Support onboarding and training of new team members, sharing best practices.
- Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.
- Oversee execution of integration deployments by the team.
- Review and approve platform configurations, workflows, and third-party integrations.
- Ensure client training and operational adoption are successfully delivered.
- Serve as an escalation point for technical or configuration challenges.
- Collaborate cross-functionally to resolve implementation issues and enhance client outcomes.
- Contribute to process improvement, documentation, and SOP development.
Benefits
- Medical, Dental, and Vision Options
- HSA with Employer Match
- Company-Paid Life Insurance & Disability
- 401(k) Retirement Savings & Annual Employer Match
- Restricted Stock Units (RSUs)
- Pre-Tax Commuter Benefits
- Paid Parental Leave
- Paid vacation, 10 company holidays (including 1 floating holiday), sick time, and volunteer time off
- Monthly cell phone and internet stipend
- Education reimbursement up to $2,000 per calendar year to assist with your professional development
- Employee Resource Groups to build community and inclusion at work
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
