What are the responsibilities and job description for the Implementation Manager position at Fullsteam?
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 1,700 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.
Arryved Inc., part of the Fullsteam organization, is a Boulder-based company specializing in Point-of-Sale, brewery production ERP and other software for the craft beverage industry. You've probably seen our system in use at some of the best craft breweries, distilleries, cideries, taprooms, music venues and other iconic gathering spots—we are the largest POS focused on the Craft Beverage industry operating in all 50 states. We believe we work in the coolest industry on the planet and we love our customers. At our core, we use software to build excellent customer experiences on both sides of the counter, from being the central hub of the restaurant/taproom and back-of-house, to online sales and mobile guest experiences allowing guests to order and pay from their phones. We believe that nothing is worth doing unless it aligns with your customer experience and is done right.
At Arryved we are committed to creating a safe space, and to ensuring opportunities for success for all employees equally. We recognize that diversity makes us stronger, and we commit to creating a respectful working environment where all voices are invited and heard.
We want someone as passionate about service as we are, and equally as passionate about ensuring we’re building a product that our customers are excited about. We are looking to hire an Implementation Manager I.
Have a passion for the brewery industry and the technical “know how” to help our customers succeed? Have experience working in a taproom or restaurant and found yourself the “go to” team member for POS or systems issues? Have experience in project management but ready to try a new exciting industry? If you said yes to any of these questions, keep reading.
Primary Responsibilities:
- Manage new customer launch process
- Handle customer escalations or significant updates once onboard
- Recognize special requests that go beyond typical onboarding, set realistic expectations and manage to completion
- Create a consistent customer experience using repeatable tools and processes
- Get to know customers well and create lasting relationships
- Identify potential problem points with new customers and address to solution
- Solve customer needs creatively. Think outside the box
- Work with teammates to manage calendar and resources for competing launch schedules
- Maintain a checklist to ensure that each launch is successful. Keep detailed and accurate records that the team can refer back to when needed.
- Keep a constant line of communication open with the team and customers.
- Public speaking / leading training sessions
- Support customer launches
- Understanding the needs of customers at different levels of their organization
- Managing multiple projects simultaneously
- Researching alternative solutions for problems as they appear
- Creating guides and documentation for users
- Working productively with the engineering team to translate user requests into workable solutions
- Communicating technical details to users in layman’s terms.
- Constantly seeking to improve
- Able to travel <25%
- Able to embrace new responsibilities
- Develop a thorough understanding of the system’s front end and back end, including optional preferences
Primary Qualifications:
- High level attention to detail
- Able to manage multiple competing priorities
- Comfortable learning new tools and technology
- Excellent teamwork and team integration skills
- Can communicate clearly and precisely, both verbally and in writing
- Self-driven, can operate independently, and respond to unexpected situations with confidence
- Strong critical thinking skills
- Ability to communicate and translate between customers and engineering
- Develop and maintain outstanding customer relationships
- Adaptable and creative
- Ability to manage long term projects
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.
