Seller Onboarding Specialist, Bilingual JP/EN

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

Onboarding Support Specialists manage the final stages of the sales funnel, working with merchants to drive the deal through to activation and accelerate the onboarding process. They use deep product and industry knowledge to project-manage the onboarding stage of the sales process. The Onboarding Support Specialist is chartered with managing the relationship with the client while creating & executing a detailed onboarding plan. They are additionally instrumental in working cross-collaboratively with product, engineering, and sales leadership to influence product features, roadmap, and development. This is a customer-facing role that involves a combination of remote and onsite merchant interactions and gathering certain data-entry on behalf of the seller to complete the project. This role requires significant customer interaction and stakeholder management, exceptional communication, and the ability to manage multiple work streams with differing timelines.

You Will

• Be the directly responsible individual (DRI) for driving deals through to close for sellers needing onboarding assistance
• Perform against the onboarding process and training curriculum to hold merchants accountable to a go-live timeline, accelerating the sales cycle and maximizing NPA to the company
• Identify and address potential obstacles during the onboarding process, manage partner communication, and create strategies for driving success
• Serve as Square's ecosystem expert across all product suites and integrations which includes Square's various POS products and Square Online
• Develop new efficiencies to shorten the onboarding sales stage with extensive product knowledge across a whole product suite
• Provide an incredible onboarding experience for sellers

You Have

• 3+ years experience in a customer-facing role, preferably in Implementation, Support or Sales; restaurant experience a plus
• The ability to work with Japan-based sellers in Japanese (reading, writing and video meetings), and global Square colleagues in English (reading, writing and video meetings)
• Proven track record of success in delivering multiple complex projects in the technology industry, managing a book of business and partnering with external clients to deliver on the promises committed to in the sales process
• 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
• Excellent time management, written & verbal communication skills. Training & development experience is a plus
• Bias for action; performance driven with the confidence to operate independently
• Ability to thrive within ambiguity and operate independently
• An ability to learn quickly as new products are released
• Previous Project Management experience preferred

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class. 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 an inclusive workplace? Check out our Inclusion & Diversity page