IT support Manager

Overview
We are seeking a Technical Account Manager to lead the onboarding and support of new customers, ensuring a seamless transition to our POS system. In this role, you will oversee the implementation process, deliver hands-on training, and build strong relationships to enhance customer satisfaction and long-term retention.

Responsibilities

• Technical Implementation & Support – Oversee the installation, configuration, and troubleshooting of POS systems, ensuring smooth integration into restaurant operations. Assess networking needs, resolve connectivity issues, and provide on-site or remote technical support.
• Customer Onboarding & Training – Conduct on-site and remote training for restaurant owners and staff, guiding them through best practices for system usage. Empower users to manage daily operations efficiently while ensuring a seamless transition into the platform.
• Project & Relationship Management – Manage multiple customer onboarding projects simultaneously, tracking progress and ensuring timely completion. Serve as the primary point of contact, addressing concerns with professionalism and responsibility.
• Feedback Collection & Continuous Improvement – Actively gather and analyze customer feedback, identifying areas for improvement and collaborating with internal teams (Product, Sales, Customer Success) to enhance system performance and user experience.
• Cross-team Collaboration – Work closely with the Customer Success, Product, Service, and Sales teams to ensure smooth onboarding experiences, resolve customer pain points, and contribute to overall service excellence.

Requirements

• Bachelor’s degree preferred
• 3+ years in customer success, business operations, or restaurant management (e.g., Restaurant GM)
• 1+ years of experience using POS software in the service industry
• Strong project management, communication, and problem-solving skills
• Experience with Salesforce CRM (Preferred)
• Tech industry or SaaS experience (Preferred)
• Product or Project Management experience (Plus)
• Networking certifications (CCNA/CCNP) (Plus)