Senior Integrations Manager

2 weeks ago

Chicago, Illinois, United States SpotOn Full time


At SpotOn, we empower restaurants and small enterprises to thrive through adaptable payment solutions and software technology—supported by dedicated professionals who genuinely care.

From integrated point-of-sale systems to comprehensive restaurant management tools, every SpotOn solution is crafted to help local businesses enhance profitability and deliver superior experiences for their customers and staff.


Recently, SpotOn has been recognized for:
Being named one of Fast Company's Most Innovative Companies of 2024
Receiving accolades as a Great Place to Work and Built In's Best Workplaces for three consecutive years
Being selected as the Best Overall Restaurant POS by NerdWallet
Achieving top ratings as the leading point-of-sale (POS) for restaurants, bars, retail, and small businesses according to Capterra users

We are committed to working diligently and swiftly to continue our growth and make a positive impact together.

The Senior Manager of Implementation, Integrations is tasked with steering the successful rollout of our restaurant management solutions, with a focus on third-party integrations, teamwork, and SpotOn Reserve.

This position guarantees the smooth activation of client-specific integrations while delivering outstanding training and support.

As a senior leader, you will guide and mentor managers, associate managers, and implementation specialists, serving as a key resource for inquiries, leveraging your subject matter expertise.

You will also collaborate with internal teams to continually improve implementation processes and client satisfaction.

Key Responsibilities:

Team Leadership:
Oversee performance evaluations, improvement plans, disciplinary actions, and time management. Provide coaching and support to ensure successful execution of implementation projects and achievement of team objectives.

Client Onboarding:

Work alongside managers and the implementation team to conduct thorough assessments of client needs, goals, and existing workflows, guiding them in understanding client requirements and challenges.

Ensure that timelines for client onboarding are consistently achieved.

Cross-Department Collaboration:
Partner closely with sales, customer support, and product development teams to address implementation challenges and enhance client satisfaction.

Training and Development:
Mentor implementation specialists, offering guidance and support in escalated situations. Conduct regular team meetings and provide updates on company policies, procedures, and product developments.

Documentation:
Assist in the creation and upkeep of implementation documentation, including project plans, timelines, and status reports.

Technical Support Oversight:

Supervise the delivery of technical assistance and troubleshooting support to clients by the implementation team, ensuring prompt 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 goals are met, risks are mitigated, and deliverables are completed on schedule and within budget.


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

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

Team Development:

Foster the professional growth of the implementation team, providing ongoing training, mentorship, and opportunities for advancement to enhance their skills and capabilities in effectively implementing the Teamwork platform.


Qualifications:
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 restaurant and food service operations.
Proficient with internal software applications such as CRMs, Salesforce, Talkdesk, Point of Sale Systems, etc.
3+ years of experience in an implementation role.
Highly developed interpersonal and written/spoken communication skills.

Ability to manage competing priorities and work effectively under 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 Focused:
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 Proficiency:
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:
Excellent verbal and written communication skills to convey technical information and influence stakeholders positively and professionally.

Continuous Learning and Adaptability:
Willingness to stay updated on industry trends and adapt to changing requirements and company needs.

Team Collaboration:

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.

At SpotOn, we prioritize people above all else.

While we are recognized for our innovative software and technology solutions, we stand out due to the dedicated individuals behind the technology.

We believe that taking care of our clients starts with taking care of our employees, which is why we offer a competitive benefits package that includes:

Medical, Dental, and Vision Insurance
401k with company match
RSUs
Paid vacation, company holidays, sick leave, and volunteer time off
Employee Resource Groups to foster community and inclusion at work
Monthly cell phone and internet stipend
Tuition reimbursement for up to $2,000 per calendar year to support 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.

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