Senior Implementation Manager
NAB Hospitality - Remote
The Implementation Manager, Senior is responsible for planning, installing, training and support for new and existing point of sale clients. You will work in conjunction with the client’s team to configure and install point of sale software and hardware. The Implementation Manager, Sr is responsible for researching and facilitating resolution of all implementation issues at the client site. The Implementation Manager, Sr is responsible for providing technical assistance and support related to computer systems, hardware, and/or software.
What You'll Do:
System implementation and training: Pre-implementation project management, planning, scheduling and client preparation
On-site implementation of live system, and train staff to comfortable level by conclusion of visit
Develop post-implementation plan, obtain necessary client sign-offs and thoroughly document all implementation/training details
Respond to client service requests in a timely manner and resolve issues to client satisfaction
Recommend and perform upgrades on systems to ensure longevity.
Diagnose and resolve hardware, software, and user error problems, both on the phone and on site as required
“Own the call”, actively participate in problem resolution from beginning to end, even after escalation
Follow up with customers to ensure issue has been resolved
Stays current on job related equipment, procedures and information via attendance at meetings and seminars and reading technology related publications
Participate in the after-hours ‘On Call’ rotation
Assist in training internal Customer Support and Sales personnel and participate in sales presentations as needed to assist Sales Team
Ability to be an level three escalation path for the support department as needed
What We Need From You:
Bachelor's Degree or equivalent combination of education and work experience.
Minimum of 5 years experience in point of sale implementation and/or support.
Certified Payment Professional (CPP)
Ability to understand each merchant's unique needs, develop a plan of action and coordinate team efforts to provide the solution.
Ability to provide world-class customer service, communicate well and a keen attention to detail.
Additional Information:
Direct Reports: None
Travel Requirements: 40%
License and Certification Requirements: Valid driver’s license
What we offer:
We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:
- Medical, Dental, & Vision Coverage
- Flexible Paid Time Off
- 401(k) + Match
- Mental Health Support & Well-Being Program
- Paid Maternity & Paternity Leave
- Education Assistance
- Company-funded Lifestyle Spending Account
Please note: North American Bancard is a US based company and no sponsorship is available for this position at this time.
Who we are:
North American Bancard (NAB), and our family of companies, help businesses prosper through smarter commerce for all. Propelled by our core values of simplicity, experience focus, and partnership, we continue to innovate the next generation of payment technologies and experiences for our clients and their customers. Our team is trusted by more than 250,000 business owners to process more than $45 billion worth of transactions every single year.
Our most important resource is our people. Join our diverse team of innovators and do-ers and make your mark on the future of payments technology. We're proud to offer benefits that help our team members further their overall well-being through unique initiatives that are both personally and professionally fulfilling.
At North American Bancard, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.
To learn more about North American Bancard and our family of companies, visit our website: https://www.northamericanbancard.com/company/our-companies
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What We Do
NorthAB, LLC (North) and its subsidiaries are committed to helping entrepreneurs grow their businesses. As an end-to-end payment solutions company, we provide everything business owners need to get paid, whether they serve customers in a physical storefront, online, or both. We pride ourselves on being large enough to offer customized solutions to our enterprise-level clients while remaining agile enough to take an award-winning, hands-on approach to personal service that our merchants won’t find anywhere else.
At North, we point the way to smarter, faster, and just plain better payment solutions. Let’s go North, together!
Why Work With Us
At North, we put a clear focus on team member well-being, both personally and professionally. We offer Flexible PTO and Work by Choice policies (i.e. work remotely, in office, or hybrid) that create the flexibility our team members need to do their best work.
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