Implementations Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Job Summary:

The Implementation Specialist is responsible for leading implementations for both new customers and existing customers adopting new products through the critical transition from sales to a "live" environment. This role is a hybrid of project management, technical consulting, and relationship building. You will be responsible for translating complex technical requirements into actionable launch plans, managing multiple competing timelines, and ensuring that our merchants—and their staff—feel empowered to use Silverware to its full potential from day one.

Primary Responsibilities:

• End-to-End Launch Management: Own the entire customer onboarding lifecycle—from initial kickoff and technical configuration to on-site installation and go-live—ensuring all technical milestones and operational goals are met.
• On-Site Deployment & Operational Support: Lead on-site implementation, staff training, and "Go-Live" support for merchants across North America. This includes performing pre-install site inspections and providing high-touch coverage—both on-site and remote—to ensure a flawless transition to the Silverware platform.
• Strategic Relationship & Escalation Management: Build and maintain high-trust relationships with stakeholders at all organizational levels. Serve as the primary advocate and point of contact during the implementation and critical post-installation phases, proactively managing concerns and resolving escalations to ensure a successful partnership.
• Time-to-Value Optimization: Actively drive efficiency throughout the onboarding lifecycle to reduce the merchant's "time-to-value," ensuring a swift and successful transition from contract signature to go-live.
• Technical Translation: Work closely with the engineering and supports teams to translate unique merchant requests into workable solutions, effectively communicating technical details to users in layman’s terms.
• Strategic Problem Solving: Identify potential "friction points" in the onboarding process and creatively solve customer needs through alternative solutions or process improvements.
• Training & Knowledge Management: Lead virtual and in-person training sessions to educate staff on front-end and back-end system functionality. Create and maintain user guides and internal documentation to improve the customer experience.
• Operational Excellence: Maintain detailed checklists and accurate records to ensure repeatable success. Manage calendars and resources effectively to balance competing launch schedules.

Minimum Qualifications:

• Bachelor's degree with major course work in Management Information Systems, Decision Sciences, or equivalent experience is required.

• Willingness and ability to travel up to 75% for on-site launches.
• Demonstrated experience in a customer-facing role involving project management or technical onboarding.
• Strong proficiency with Microsoft Apps and project management tools.
• Ability to work independently and operate effectively in a fast-paced environment.
• Must be willing to work flexible hours, including evenings or weekends, as required by specific project launch schedules.
• Nice to Have: *GM or leadership experience in a hospitality/restaurant setting.
• Nice to Have: *Experience working in the craft brewing industry.
• Nice to Have: *Previous experience managing or using Silverware POS or other POS
• Nice to Have: *Familiarity with HTML/CSS or web development basics.

Salary Range: $42,000 - $69,000 USD with an annual discretionary bonus opportunity and full benefits eligibility.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.