Implementation Lead- Baltimore / DC

Slice•Washington, MN

57d

About The Position

At Slice, our business is built on trust. We are obsessed with ensuring every experience our shop owners have is of the highest quality, helping to ensure we are always making both the shops and their owners better. At the core of this is how our shops experience our products and services for the very first time. This critical role is responsible for leading the execution of a scalable, world-class implementation process - including hardware and software installations, seamless product onboarding across all Slice offerings, delivering exceptional customer experiences, and driving operational excellence for pizzeria owners embracing the Slice platform. We are seeking a visionary and customer-obsessed Implementation Lead to own the implementation process across all Slice products - including but not limited to Point of Sale, Online Ordering, Phones, and Shop Supplies (The Goods). You will lead the product onboarding and configuration, hardware and software installations, customer training, and early lifecycle support activities. This role plays a critical part in establishing Slice as a trusted technology partner for our shops, helping them adopt and maximize the value of our full suite of solutions. While this platform has its roots in point-of-sale, it now extends far beyond POS with Slice's many pizza-centric capabilities. Your work will directly contribute to growing Slice revenue and deepening our relationship with shops by ensuring a seamless onboarding experience and providing hands-on education and support.You will partner closely with all Slice sales and post-sales teams to support product sales and adoption, and work alongside the Implementation organization to maximize efficiency, expand our shop base, and reduce churn through strong, lasting relationships with shop owners. This role reports to Slice's Lead Manager of Implementation Operations.

Requirements

Preferred 3-5 years experience selling, implementing, or managing technology solutions for SMBs, ideally in the restaurant vertical
Preferred 1+ years experience in a restaurant role (restaurant managers, servers, bartenders, & cashiers especially!)
Passionate about tech innovation and bridging technology gaps by educating owners through a combination of on-site, web-based, and phone interactions
Skilled in running and managing wiring (Ethernet, power, etc.) as part of product installations, with a focus on clean, organized cable management and minimizing visible cabling to keep shop areas neat and professional
Willingness and enthusiasm to travel locally, with flexibility to travel beyond the local area if needed, and availability to work non-standard hours based on shop schedules including regularly working nights and weekends
High comfort level providing field-based support, training, and resolutions on all types of technology (software, hardware, and networking) directly with shop owners and staff to ensure complex aspects are clearly understood

Responsibilities

Lead new client implementations from kickoff through go-live, managing timelines, deliverables, and stakeholder communications
Customize and configure the Slice systems based on client business requirements, including menu setup, pricing rules, hardware integration, and user access
Serve as both an on-site and remote Installer and Trainer for shops adopting any of our products, including Point of Sale, Online Ordering, Phone, and Supplies, working hand in hand with the rest of the Implementation team
Continue the sales journey for shops to keep owners engaged as they move through installation, onboarding, and the early lifecycle of product adoption
Assist with the success of our shops by providing stellar on-site and remote support to ensure a smooth transition and long-term adoption of all products
Solve problems for shop owners and operators in retention cases to ensure that every shop that adopts our products sees their value and remains on the platform
Work with the Restaurant, Product, and Ops teams to ideate and prioritize new updates, fixes, and features impacting our restaurant network
Continuously seek out feedback from our restaurant partners and effectively utilize it to ensure that all technology and operational needs are met across our product suite