Implementation Specialist

Restaurant365 • Austin, TX

7d • Hybrid

About The Position

The Implementation Specialist is a member of Restaurant365’s Professional Services team and guides small to mid-market customers through onboarding, from initial setup through adoption and go-live. The role focuses on delivering smooth, timely, high-quality implementations that set customers up for long-term success with the R365 platform. The Specialist partners with Project Managers, Solutions Architects, and Customer Success Managers to configure solutions, deliver training, and help customers use the system effectively in day-to-day operations. The role is primarily execution-focused and also contributes to process improvement and knowledge sharing to support consistent delivery standards.

This hybrid role balances flexibility with in-person collaboration. Employees are expected to work onsite each Tuesday and Wednesday.

Requirements

• At least 2 years of hands-on experience in SaaS onboarding or implementation, with a record of guiding customers through technical setup, training, and go-live across varied businesses and user groups.
• Strong organizational and time-management skills, including the ability to manage multiple projects, prioritize effectively, and meet tight deadlines without sacrificing 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 ability to lead customer conversations, build trust, and guide decisions during implementation.
• Familiarity with restaurant operations and workflows, such as accounting, POS, and inventory.
• Analytical and solutions-oriented approach to assessing requirements, troubleshooting issues, and making timely, data-informed decisions.
• Ability to work independently and collaborate across teams, including 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 experience, understanding of generative AI’s 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 end-to-end onboarding for assigned customers, 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, making timely decisions to keep projects on track.
• Conduct discovery sessions to gather and validate customer requirements and align solutions with business workflows, data structures, and operational priorities.
• Deliver clear and effective training, primarily virtually, adapting content and delivery to varied user groups.
• Use product knowledge to advise customers on best practices and effective use of the platform.
• Collaborate with Project Management, Solutions Architecture, Product, and Support to address requirements, resolve issues, and ensure successful delivery.
• Track implementation milestones and deliverables using internal tools; maintain accurate project records and communicate progress, risks, and resolution paths.
• Use approved AI and other tools to automate and improve work, selecting appropriate tools, refining prompts, and reviewing outputs for quality and time saved.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed