Description
The Global Seller Onboarding team at Square works directly with sellers and internal teams to ensure they can take full advantage of Square's products and services. As an Implementation Specialist, you will play a pivotal role in establishing seller success needed to drive growth, retention, and scale Square's services up-market.
Strategic Onboarding & Education (Estimated 70% of work)
- Guide sellers to start transacting with Square quickly and confidently, delivering high-quality onboarding and implementation experiences.
- Lead seller-facing scoping and onboarding calls, provide tailored training content, and support sellers after they begin transacting with Square.
- Learn and maintain a strong understanding of relevant product features and releases.
- Execute onboarding best practices consistently while escalating complex product or technical needs.
- Balance the needs of numerous sellers at any given time, ensuring successful completion of each onboarding engagement.
Project / Process Execution (Estimated 20% of work)
- Identify issues or blockers that could affect a seller's onboarding experience or go-live date, and escalate appropriately.
- Contribute to improvements in onboarding processes by documenting gaps, proposing refinements, and sharing observations from seller engagements.
- Maintain clear, proactive communication with assigned sellers and demonstrate the ability to maintain an onboarding tracker with key milestones, target dates, and next steps.
- Help sellers understand and complete the steps required for launch, following up on outstanding needs and confirming readiness ahead of their target go-live date.
- Use AI to improve the seller experience and automate or enhance internal processes.
Team Collaboration & Skill Development (Estimated 10% of work)
- Share best practices with peers and contribute to a positive team culture.
- Take ownership of keeping product knowledge current, including new features, updates, and known limitations.
- Support team knowledge areas by developing product expertise and serving as a go-to resource for standard questions.
- Participate in internal meetings, training, roadmap updates, and optimization discussions.
- Escalate product, process, or policy issues clearly and promptly to senior teammates and product teams.
Perks
- Healthcare coverage
- Retirement Plans
- Work from home flexibility
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources