Product Implementation Specialist

SpotOn: Corporate • Royal Oak, MI

5d • $17 - $21

About The Position

The Product Implementation Specialist implements software solutions integrating the company’s POS, restaurant management, and payment platforms with third-party applications, including Teamwork (labor management) and Reserve (guest management). Combining technical proficiency, project coordination, and client communication, the Specialist ensures implementations are accurate, efficient, and timely. This role serves as a key resource within the implementation team, providing guidance on best practices, troubleshooting issues, and collaborating with internal teams to enhance the client’s technology ecosystem.

Requirements

• Strong understanding of POS systems, payment processing, and restaurant operations.
• Familiarity with software integrations, API communication, and data mapping between systems.
• Working knowledge of labor management or HR/payroll platforms (e.g., Teamwork, HotSchedules, 7shifts, ADP).
• Basic knowledge of guest management/reservation systems (e.g., Reserve).
• Proficiency with Google Workspace, CRM tools (Salesforce, HubSpot), and project management software (Jira, Slack, Asana).
• Excellent organizational, communication, and client-facing skills.
• Strong problem-solving, analytical, and troubleshooting abilities.
• Comfortable learning new tools, systems, and integration methods.
• Experience in customer support, onboarding, or hospitality technology; exposure to reservations, guest management, or configuration tasks preferred.
• Experience in software implementation, technical support, or integrations, ideally in SaaS, hospitality, or fintech; familiarity with POS, restaurant operations, labor management, or API-based integrations preferred.
• Demonstrated success managing client-facing projects, collaborating with cross-functional teams, and delivering solutions with minimal supervision.
• 2+ years of professional experience in customer success or related roles.
• Fluent in English (written and verbal).
• A high school diploma or GED is required.

Nice To Haves

• Prior experience with client training, mentoring, or peer support is a plus.
• Experience in fintech or SaaS environments preferred.
• Associate degree in Computer Science, Software Development, Business Management, Hospitality or a related field preferred.
• An equivalent combination of education and experience may be considered.
• Additional languages are preferred but not required.

Responsibilities

• Manage full-cycle implementation projects for restaurant clients, including setup, configuration, testing, and deployment.
• Implement integrations between POS/restaurant systems and third-party applications, including online ordering, accounting, payroll, loyalty, CRM, or delivery platforms.
• Configure and deploy Teamwork (scheduling, payroll, tip distribution, internal communication) and Reserve (reservations, waitlists, guest profiles) platforms to meet client needs.
• Lead client onboarding sessions, including kickoff calls, training, and go-live support.
• Perform quality assurance, data validation, and testing to ensure accurate setups and integrations.
• Troubleshoot technical or data issues; escalate system-level problems to senior specialists or engineering as needed.
• Maintain accurate records of project activities, configurations, and client environments.
• Collaborate with internal teams (Sales, Product, Support, Customer Success, Engineering) to ensure seamless client experiences.
• Contribute to process improvements, integration playbooks, and technical documentation.
• Provide guidance and mentoring to junior implementation specialists as applicable.
• Deliver high-quality, accurate work and outcomes by consistently adhering to documented processes, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and checklists.
• Review and verify outcomes before submission to maintain consistency and high-quality standards.
• Identify and address process gaps or errors to drive continuous improvement and operational excellence.

Benefits

• Medical, Dental and Vision Insurance
• 401k with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups to build community and inclusion at work
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees