Senior Manager, Integrations

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology-backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

• Named one of Fast Company's Most Innovative Companies of 2024
• Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

That's where you come in.

The Senior Manager of Implementation, Integrations is responsible for leading the successful deployment of our restaurant management solutions, focusing on 3rd Party Integrations, Teamwork and SpotOn Reserve. This role ensures seamless activation of client-specific integrations while providing exceptional training and support. As a senior leader, you will train and mentor managers, associate managers and implementation specialists, serving as an escalation point for questions, leveraging subject matter expertise. Additionally, you will collaborate with internal teams to continuously enhance implementation processes and client satisfaction.

Responsibilities:

Team Management: Responsible for performance reviews, performance improvement plans, disciplinary proceedings and time card management. Provide guidance, coaching, and support to ensure successful execution of implementation projects and achievement of team goals.

Client Go Live: Collaborate with managers and the implementation team to conduct comprehensive assessments of client needs, objectives, and existing workflows, guiding them in understanding client requirements and challenges. Work to ensure timelines for client go-lives are consistently met.

Cross-Functional Collaboration: Work closely with sales, customer support, and product development teams to resolve implementation issues and enhance client satisfaction.

Training and Support: Train and mentor implementation specialists, providing guidance and support in escalated cases. Conduct regular team meetings and provide updates on company policies, procedures, and product updates

Documentation: Contribute to the development and maintenance of implementation documentation, including project plans, timelines, and status reports.

Technical Support Oversight: Oversee the provision of technical assistance and troubleshooting support to clients by the implementation team, ensuring timely resolution of issues and effective communication with clients and partners throughout the implementation process.

Project Management Oversight: Monitor implementation projects led by the team, ensuring that project objectives are met, risks are managed, and deliverables are completed on time and within budget.

Continuous Improvement: Develop and refine implementation processes and best practices to enhance efficiency and effectiveness.

Client Relationship Management: Build and maintain strong relationships with clients to ensure ongoing satisfaction and retention.

Team Development: Support the professional development of the implementation team, providing ongoing training, mentorship, and opportunities for growth to enhance their skills and capabilities in implementing the Teamwork platform effectively.

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.

• 5+ years of experience in a customer-facing operational role, such as implementation, support, or operations
• 3+ years of experience leading a team of direct reports
• 2+ years of experience and working knowledge of restaurants / food and beverage operations
• Proficient with internal software applications such as CRMs, Salesforce, Talkdesk, Point of Sale Systems, etc.
• 3+ years of experience working in an implementation role
• Experience successfully leading a team of direct reports
• Highly developed interpersonal and written/spoken communication skills
• Ability to manage competing priorities and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment
• Strong project management and organizational skills: good attention to detail with excellent work product, time management, and execution
• Strong research and process development skills
• Leadership Skills: Ability to lead, motivate, and manage a team effectively to achieve implementation goals.
• Customer Obsessed: Strong customer orientation with a focus on delivering high-quality solutions and exceeding client expectations. Skill in building and managing client relationships, understanding their needs and expectations.
• Technical Aptitude: Proficiency in configuring software applications and troubleshooting technical issues.
• Project Management Skills: Strong project management skills for planning, tracking progress, and managing resources.
• Problem-Solving Skills: Ability to analyze complex problems and develop creative solutions.
• Communication Skills: Masterful verbal and written communication to convey technical information and influence stakeholders with positivity and professionalism.
• Continuous Learning and Adaptability: Willingness to stay updated on industry trends and adapt to changing requirements and company needs
• Team Player: Collaborative mindset with the ability to work effectively as part of a cross-functional team, building rapport, and fostering positive working relationships with colleagues and stakeholders.

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

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.