Implementation Specialist

Restaurant365•Austin, TX

2d•Remote

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 is responsible for delivering a smooth, timely, high-quality implementation that prepares customers to use the platform successfully over the long term. Working closely with Project Managers, Solutions Architects, and Customer Success Managers, the Specialist configures solutions, delivers training, and helps customers understand how to use the system in their daily operations. The role primarily focuses on implementation execution while also contributing to process improvements and knowledge sharing that support consistent delivery standards.

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 without compromising quality.
Excellent verbal and written communication skills, including leading customer-facing training and translating technical concepts into clear guidance for technical and non-technical stakeholders.
Strong interpersonal and customer service skills, including the ability to lead customer conversations, build trust, and guide decision-making during implementation.
Familiarity with restaurant operations and workflows, such as accounting, POS, or inventory, and the ability to relate SaaS solutions to operational needs.
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 eagerness to use AI in daily work, hands-on experience, an 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 assigned customers through end-to-end onboarding, including discovery, configuration, training, and go-live support, keeping delivery on time, on budget, and aligned 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 engaging training, primarily virtually, adapting the content and delivery to different user groups and audiences.
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 support successful delivery.
Track implementation milestones and deliverables with internal tools, keep project records accurate, and communicate progress, risks, and resolution plans to internal 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 savings.
Perform other duties as assigned.