Implementation Specialist

Block•Seattle, WA

10d

About The Position

The Global Seller Onboarding team works with sellers and internal teams to help sellers use Square’s products and services. Specialists collaborate with Sales and Account Management, Product Specialists, and Product Marketing Managers to deliver a seamless merchant experience, contribute input to customer-facing developer product roadmaps, support merchant discovery, and lead the final stages of sales. This role supports Square’s efforts to extend its self-service experience to upmarket businesses and help drive seller success, growth, retention, and scale. The Seller Onboarding Expert guides SMB and mid-market sellers through onboarding and implementation so they can begin transacting quickly and confidently. The role includes seller-facing scoping and onboarding calls, tailored training, and post-launch support. Specialists manage multiple seller engagements, track milestones and target dates, identify and escalate blockers, and contribute observations and improvements to onboarding processes. They also maintain current product knowledge, develop expertise in areas such as POS, Online, and integrations, collaborate with teammates and cross-functional partners, and use AI to improve seller experiences and internal processes.

Requirements

2–4+ years of experience in onboarding, implementation, operations, account management, customer support, or customer success.
Demonstrated strong and consistent onboarding performance, including metrics, customer satisfaction, responsiveness, or quality.
Experience managing multiple onboarding projects simultaneously and delivering reliably.
Excellent written and verbal communication skills and professionalism in client and stakeholder interactions.
Proactive attitude, eagerness to learn, and ability to apply feedback quickly.
Strong time-management and organizational skills.
Comfort operating through change and ambiguity with appropriate support.
Familiarity with project management practices.
Strong understanding and consistent usage of AI tools and platforms.
Ability to work in a high-volume, high-tempo, customer-focused onboarding environment.

Nice To Haves

Relevant experience in the restaurant, services, or retail industries.
Basic understanding of data analysis or reporting tools such as Looker or Salesforce.

Responsibilities

Lead seller-facing scoping and onboarding calls and deliver tailored training to help sellers start transacting with Square.
Support sellers throughout onboarding and after they begin transacting.
Maintain a strong understanding of relevant product features, releases, and limitations.
Apply onboarding best practices consistently and escalate complex product or technical needs.
Manage a portfolio of approximately 20–30 sellers and ensure onboarding engagements are completed successfully.
Identify onboarding issues and blockers that could affect seller experience or go-live dates, and escalate them appropriately.
Document process gaps, propose refinements, and share observations from seller engagements.
Maintain proactive seller communication and an onboarding tracker with milestones, target dates, and next steps.
Help sellers complete launch requirements, follow up on outstanding needs, and confirm readiness for target go-live dates.
Use AI to improve seller experience and automate or enhance internal processes.
Share best practices with peers and contribute to a positive team culture.
Keep product knowledge current and develop expertise in POS, Online, and integrations to support standard questions.
Participate in internal meetings, training, roadmap updates, and optimization discussions.
Escalate product, process, or policy issues and assist with routine internal or client concerns.
Deliver reliable and consistent onboarding while learning to manage more complex workflows.