Implementation & Onboarding Program Manager

Global Seller Onboarding Specialists manage the final stages of the sales funnel, working with US merchants to drive the deal through to activation and accelerate the onboarding process. Global Seller Onboarding Specialists use deep product and industry knowledge to project-manage the onboarding stage of the sales process.  They'll be responsible for and guiding sellers through the discovery and onboarding journey and ensuring that sellers are optimally scoped, educated, set up and trained to leverage the potential of Square's platform. They are additionally instrumental in ensuring the documentation and tracking of feature requests to inform future product roadmaps. This is a customer-facing role that involves a combination of remote and onsite merchant interactions. 

• Manage the final stages of the sales funnel, working with US merchants to drive the deal through to activation and accelerate the onboarding process.
• Travel as part of the job (around 10%)
• Drive world-class onboarding and implementation experiences for Square's sellers, ensuring accountability to go-live timelines and accelerating deal velocity wherever possible.
• Cultivate strong cross-functional relationships with Sales, Account Management, Customer Success, Engineering, and Product to align on the seller journey, remove barriers, and deliver faster outcomes.
• Anticipate and resolve obstacles by managing stakeholder communications and developing scalable strategies that drive consistent success.
  Master Square's platform, products, integrations, and ecosystem, staying ahead of new features and releases to serve as a trusted subject-matter expert.
• Lead high-impact, multi-merchant projects with competing priorities, ensuring effective resource allocation and timely delivery.
• Create and maintain engaging training materials for both internal teams and external partners.
• Execute accurate data entry and migration tasks for select sellers as part of the onboarding process.

• Remote merchant work: virtual consultation calls and training, advising on hardware/software/operations, staff training, menu building, and hardware installation. 
• Occasional onsite merchant work, including training and hardware install.
• Data Entry: configure customer account, optimize menu setup, and other data entry tasks involved in getting a merchant onboard.

• BA/BS degree, preferably 
• 4-5+ years of experience in a customer facing role, preferably in software implementation, support, sales/account management or customer success. 
• An infectiously positive attitude, as well as a desire to perform at a high level on a continuous basis, and uplift the team around you.
• Bias for action; performance driven with the confidence to operate independently.
• Ability to thrive within ambiguity and operate independently.
• Ability to drive and manage multiple cross-functional initiatives simultaneously; strong time management, and excellent written & verbal communication skills.
• Proven track record of success in delivering multiple complex projects in the technology industry while partnering with external and internal clients to attain deliverables. 
• An ability to learn quickly as new products and organisational changes are released.
• Previous Project Management experience is expected. 
• Experience in the POS, Payments or Tech industries is a plus.
• Experience in hardware installation and network configuration is a plus. 

At Square, we want you to be well and thrive. Our global benefits package includes:

• Healthcare coverage
• Retirement Plans
• Work from home flexibility 
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

To find a location's zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.

• Canada - $ $46.97

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.