Implementation Specialist

Restaurant365•Denver, CO

14h•$70,000 - $84,000•Remote

About The Position

The Implementation Specialist is a member of the Professional Services team who guides small to mid-market customers through onboarding, from initial setup through adoption and go-live. The role focuses on delivering timely, high-quality implementations and helping customers use Restaurant365’s platform effectively in their day-to-day operations. The Specialist partners with Project Managers, Solutions Architects, and Customer Success Managers to configure solutions, provide training, and support customer success. The role also contributes to process improvement and knowledge sharing to promote consistent delivery standards. Success is measured by utilization rate, project completion throughput, on-time delivery rate, and customer satisfaction (CSAT).

Requirements

At least 2 years of hands-on experience in SaaS onboarding or implementation, including guiding customers through technical setup, training, and go-live across different business types and user groups.
Strong organizational and time-management skills, including the ability to manage multiple projects, prioritize, and meet tight deadlines while maintaining quality.
Excellent verbal and written communication skills, including leading client-facing training and explaining technical concepts to technical and non-technical stakeholders.
Strong interpersonal and customer service skills, with the confidence to lead customer conversations, build trust, and guide decisions during implementation.
Familiarity with restaurant operations and workflows, such as accounting, POS, and inventory, and the ability to apply SaaS solutions to operational needs.
Analytical and solutions-oriented approach, with the ability to assess requirements, troubleshoot issues, and make timely, data-informed decisions.
Ability to work independently and collaborate cross-functionally with Project Managers, Engineers, Product, and Customer Success.
SaaS tool fluency, sound technical knowledge, and attention to detail.
Curiosity and willingness to use AI in daily work, hands-on AI experience, understanding of generative AI capabilities and limitations, and judgment to verify its outputs.

Nice To Haves

Experience with multi-unit restaurant groups.
Exposure to ERP systems or launch-of-service delivery.
Comfort adapting to evolving playbooks and tools.

Responsibilities

Lead assigned customers through end-to-end onboarding, including discovery, configuration, training, and go-live support, delivering on time, on budget, and in alignment with customer goals and business context.
Assess customer readiness, manage scope, and navigate technical or operational challenges to keep projects on track.
Conduct discovery sessions to gather, validate, and translate customer requirements, aligning solutions with workflows, data structures, and operational priorities.
Deliver clear and effective training, primarily virtually, adapting content and delivery to different audiences.
Use product expertise to advise customers on best practices and effective platform use.
Collaborate with Project Management, Solutions Architecture, Product, and Support to address requirements, resolve issues, and support successful delivery.
Track implementation milestones and deliverables, keep accurate project records, and communicate progress, risks, and resolution plans to stakeholders and customer contacts.
Identify opportunities to automate and improve work using approved AI and other tools, selecting appropriate tools and reviewing outputs for quality and time saved.
Perform other duties as assigned.