Senior Implementation Specialist (Remote)

ezCater, Inc•Boston, MA

37d•$75,000 - $97,000•Remote

About The Position

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille. The Senior Implementation Specialist is responsible for managing the onboarding process for new commercial and channel partner clients, ensuring a smooth and efficient implementation of ezCater products and services. This role involves working closely with clients and our demand sales team to understand client needs, configuring the product to meet those needs, providing training, and documentation, support, and ensuring a successful transition to ezCater's full-suite of solutions.

Requirements

3+ years of experience in a client-facing implementation roles and/or project management.
A relentless focus on understanding and meeting the needs of our customers and going beyond helpful; you’re customer obsessed.
Strong analytical, organizational, and problem-solving skills.
Proficient in data analysis, interpreting results to drive meaningful and data driven conclusions.
Experience in influencing stakeholders to drive decision-making.
Strong prioritization skills - able to manage time effectively, prioritizing high-value clients, while working with multiple customers to deliver on goals and improve processes.
Outstanding interpersonal skills, both written and verbal communication, and strong group facilitation skills.
Outstanding organizational skills and the ability to balance attention to detail with swift execution.
Strong documentation, process mapping, and requirements gathering skills.
The drive to contribute to a positive team environment and collaborate by always sharing strategies with peers.
Excellent communication and collaboration abilities with both internal stakeholders and customers.
A hands-on approach by actively engaging in and overseeing daily tasks and processes to ensure high-quality outcomes.
A “figure it out” mentality that drives ownership in the face of ambiguity. Not afraid to fail and do better the next time.

Nice To Haves

Familiarity with project management software such as Monday.com, Jira, and CRMs like Salesforce is a plus.

Responsibilities

Prospecting Support: Be present during the sales process to explain how implementation would work, document requirements, help set expectations/promises early on. Develop a high-level implementation plan that outlines the steps, timeline, and resources required for a successful deployment. Communicate the implementation process clearly to the prospect, setting realistic expectations. Partner with the sales team to align on strategy and ensure a cohesive approach to addressing the prospect's needs, Provide input on proposals and RFP responses, particularly in areas related to implementation and business requirements. Offer tailored recommendations and best practices for implementation based on the prospect's unique needs.
Client Onboarding: Serve as the primary point of contact for new clients during the implementation phase. Conduct kickoff meetings to outline the implementation process, set expectations, and establish timelines. For integration projects, collect and evaluate business and technical requirements to comprehend the scope and goals of the integration.
Project Management: Develop and manage project plans, including timelines, milestones, and deliverables. Coordinate with internal teams (e.g., sales, product development, technical support) to ensure all aspects of the implementation are completed on time, Monitor project progress and address any issues or roadblocks promptly.
Product Configuration and Customization: Configure the company's product or service to meet the specific needs of each client. Work with clients to customize features and settings as required. Ensure all configurations are thoroughly tested before going live, Manage the creation of custom scripts, APIs, or middleware to facilitate seamless integration between different technologies. Ensure all configurations and integrations are thoroughly tested before going live, identifying and resolving issues before full deployment.
Training and Support: Provide training sessions to clients on how to use the product effectively. Prepare for ongoing support by creating detailed documentation of the integration process, configurations, and any custom developments for future reference. Develop training materials, user guides, and other documentation to support client education. Offer ongoing support and troubleshooting during the implementation phase.
Client Relationship Management: Build and maintain strong relationships with clients to ensure satisfaction and long-term success. Conduct regular check-ins with clients to monitor progress and address any concerns. Gather client feedback and relay it to the product development team for continuous improvement.
Data Migration: Assist clients with data migration from their existing systems to the new platform, Ensure data integrity and accuracy during the migration process.
Post-Implementation Support: Provide post-implementation support to ensure clients are fully operational and satisfied with the product. Conduct follow-up meetings to review the implementation process and gather feedback. Transition to the Commercial Customer Service team when customer and ezCater agree that process has stabilized.

Benefits

Market competitive salary
stock options that you’ll help make worth a lot
12 paid holidays
flexible PTO
401K with ezCater match
health/dental/FSA
long-term disability insurance
mental health and family planning resources
remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office
a tremendous amount of responsibility and autonomy
wicked awesome co-workers
Relish (and many more goodies) when you’re in our office
knowing that you helped transform the food for work space