Platform Implementation Specialist

Russell Tobin's client, an American online marketplace company, is hiring a Platform Implementation Specialist

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Employment Type : Contract

Preferred Locations (Priority Order) : New York City, NY; San Francisco; CA

Open To : Phoenix, AZ; Los Angeles, CA; Denver, CO; Chicago, IL

Typical Business Hours : 9 AM - 6 PM EST (or equivalent in your time zone)

Duration : 6+ months with possible extension or conversion

Pay range : $40 / hr - $46 / hr

Schedule : Mon - Fri

About the Team :

The Digital Ordering team is a fast-growing software-as-a-service (SaaS) business unit, offering a suite of solutions-including online ordering, branded mobile apps, and loyalty programs-that empower merchants (restaurants, grocers, retailers, etc.) to grow their business through first-party channels. This team plays a pivotal role in transforming the way merchants engage with customers, and it's just getting started on a massive opportunity to scale impact across the Americas.

The Platform Implementation Manager (PIM) Team ensures seamless onboarding, implementation, and growth for high-priority merchants. Focused on the first-party Online Ordering product, the team provides white-glove service from sign-up through the critical early weeks of adoption.

About the Role

As a Platform Implementation Specialist, you'll own the end-to-end onboarding and implementation experience for merchants, managing customer calls, communications, presentations, and troubleshooting during their first four weeks. Your day-to-day will include leading merchant onboarding sessions, resolving technical challenges, escalating issues to product / engineering teams, and creating collateral to optimize merchant success.

You'll collaborate closely with Sales, Strategy & Operations, and other cross-functional teams to drive merchant satisfaction, share feedback, and refine processes. Reporting to the Associate Manager of Strategy & Operations, this primarily remote role (with proximity to a corporate hub for occasional collaboration) is ideal for someone who thrives in a dynamic, customer-centric environment.

Responsibilities :

• Own merchant onboarding and implementation with clear, proactive communication.
• Deliver polished presentations and address merchant concerns with empathy and expertise.
• Train merchants on product functionality and best practices.
• Develop collateral to enhance merchant education and product adoption.
• Become a subject-matter expert on the Online Ordering platform.
• Partner with Sales to troubleshoot implementation hurdles.
• Provide actionable feedback to improve product offerings and workflows.
• Uphold high standards for service quality and project timelines.
• Identify opportunities to enhance team efficiency and merchant outcomes.
• Adapt quickly to evolving priorities in a high-growth environment.

Qualifications :

Benefits that Russell Tobin offers :

Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.