Implementation Specialist (Remote)

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers.  We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille.

The Customer Implementation Specialist is responsible for managing the onboarding process for new commercial and channel partner clients, ensuring a smooth and efficient implementation of ezCater products and services. This role involves working closely with clients and our demand sales team to understand client needs, configuring the product to meet those needs, providing training, and documentation, support, and ensuring a successful transition to ezCater's full-suite of solutions.

What You'll Do: 

• Prospecting Support: Be present during the sales process to explain how implementation would work, document requirements, help set expectations/promises early on. Develop a high-level implementation plan that outlines the steps, timeline, and resources required for a successful deployment. Communicate the implementation process clearly to the prospect, setting realistic expectations. Partner with the sales team to align on strategy and ensure a cohesive approach to addressing the prospect's needs, Provide input on proposals and RFP responses, particularly in areas related to implementation and business requirements. Offer tailored recommendations and best practices for implementation based on the prospect's unique needs.
• Client Onboarding: Serve as the primary point of contact for new clients during the implementation phase. Conduct kickoff meetings to outline the implementation process, set expectations, and establish timelines. For integration projects, collect and evaluate business and technical requirements to comprehend the scope and goals of the integration.
• Project Management: Develop and manage project plans, including timelines, milestones, and deliverables. Coordinate with internal teams (e.g., sales, product development, technical support) to ensure all aspects of the implementation are completed on time, Monitor project progress and address any issues or roadblocks promptly.
• Product Configuration and Customization: Configure the company's product or service to meet the specific needs of each client. Work with clients to customize features and settings as required. Ensure all configurations are thoroughly tested before going live, Manage the creation of custom scripts, APIs, or middleware to facilitate seamless integration between different technologies. Ensure all configurations and integrations are thoroughly tested before going live, identifying and resolving issues before full deployment.
• Training and Support: Provide training sessions to clients on how to use the product effectively. Prepare for ongoing support by creating detailed documentation of the integration process, configurations, and any custom developments for future reference, Develop training materials, user guides, and other documentation to support client education. Offer ongoing support and troubleshooting during the implementation phase.
• Client Relationship Management: Build and maintain strong relationships with clients to ensure satisfaction and long-term success. Conduct regular check-ins with clients to monitor progress and address any concerns. Gather client feedback and relay it to the product development team for continuous improvement.
• Data Migration: Assist clients with data migration from their existing systems to the new platform, Ensure data integrity and accuracy during the migration process.
• Post-Implementation Support: Provide post-implementation support to ensure clients are fully operational and satisfied with the product. Conduct follow-up meetings to review the implementation process and gather feedback. Transition to the Commercial Customer Service team when customer and ezCater agree that process has stabilized.

What You Have: 

• 3+ years of experience in a client-facing implementation roles and/or project management.
• A relentless focus on understanding and meeting the needs of our customers and going beyond helpful, you’re customer obsessed.
• Strong analytical, organizational, and problem-solving skills.
• Proficient in data analysis, interpreting results to drive meaningful & data driven conclusions.
• Experience in influencing stakeholders to drive decision-making.
• Strong prioritization skills - able to manage time effectively, prioritizing high-value clients, while working with multiple customers to deliver on goals and improve processes.
• Outstanding interpersonal skills, both written and verbal communication, and strong group facilitation skills.
• Outstanding organizational skills and the ability to balance attention to detail with swift execution.
• Strong documentation, process mapping, and requirements gathering skills.
• The drive to contribute to a positive team environment and collaborate by always sharing strategies with peers.
• Excellent communication and collaboration abilities with both internal stakeholders and customers.
• A hands-on approach by actively engaging in and overseeing daily tasks and processes to ensure high-quality outcomes.
• A “figure it out” mentality that drives ownership in the face of ambiguity. Not afraid to fail and do better the next time.
• Familiarity with project management software such as Monday.com, Jira, and CRMs like Salesforce is a plus.

The national cash compensation range for this role is $76,000 - $100,000/year*

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ezCater and the role, and highlighting anything else you think we should know!

ezCater does not sponsor applicants for work visas or legal permanent residence.

What You’ll Get from Us:

You’ll get a terrifically compelling opportunity, in an environment of radical transparency, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great flexibility around work/life balance. 

Have people in your life – of any age – who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.

Oh, and you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you’re in one of our offices, and knowing that you helped get this rocket ship to the moon.

ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.

For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy.