Implementation Specialist

Restaurant365 • Denver, CO

11d • $70,000 - $84,000 • Hybrid

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 a smooth, timely, high-quality implementation and setting customers up for long-term success with the Restaurant365 platform. The Specialist partners with Project Managers, Solutions Architects, and Customer Success Managers to configure solutions, provide training, and help customers use the system effectively in daily operations. The role also contributes to process improvements and knowledge sharing to support consistent delivery standards.

The position is hybrid, with employees expected to work onsite each Tuesday and Wednesday. The expected salary range is $70,000–$84,000 per year; actual pay may vary based on factors including relevant skills and experience, time in role, business line, and geographic location.

Requirements

• At least 2 years of hands-on SaaS onboarding or implementation experience, with a record of guiding customers through technical setup, training, and go-live across varied business types and user groups.
• Exceptional 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 translating technical concepts into clear, actionable guidance for technical and non-technical stakeholders.
• Strong interpersonal and customer service orientation, with the ability to lead customer conversations, build trust, and guide decision-making during implementation.
• Familiarity with restaurant operations and workflows, such as accounting, POS, and inventory, and the ability to contextualize SaaS solutions to operational needs.
• Analytical and solutions-oriented approach, including assessing requirements, troubleshooting issues, and making 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 eagerness to use AI in daily work, hands-on 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 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 address technical or operational challenges to keep projects on track and provide a complete implementation experience.
• Conduct discovery sessions to gather, validate, and translate customer requirements, aligning the solution with workflows, data structures, and operational priorities.
• Deliver clear and effective training, primarily virtually, adapting content and approach to varied user groups to build confidence and accelerate adoption.
• Use product expertise 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 delivery success.
• Track implementation milestones and deliverables using internal tools; maintain accurate records and proactively communicate progress, risks, and resolution paths to stakeholders and customer contacts.
• Identify opportunities to automate and improve work using approved AI and other tools; select appropriate tools, refine prompts, and review 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