We are looking for a Product Implementation Specialist to join our team! 

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.

Position Objective

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.

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.

Skills & Knowledge

• 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.
• Prior experience with client training, mentoring, or peer support is a plus.

Qualifications: 

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• • 2+ years of professional experience in customer success or related roles.
  • Experience in fintech or SaaS environments preferred.

  Education / Professional Training

  • A high school diploma or GED is required.
  • 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.
  • Fluent in English (written and verbal). 
  • Additional languages are preferred but not required.

Benefits:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• 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

Compensation:

• Our base pay range starts at $17.00 -$21.00 per hour for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate’s location and experience.