Associate Manager (Product Implementation)

• The Associate Manager, Product Implementation is responsible for supporting team operations and overseeing day-to-day activities within their functional area
• This role ensures that team goals are met, processes are executed efficiently, and work aligns with organizational standards
• The Associate Manager, Product Implementation acts as a bridge between frontline employees and senior management, fostering team development, coaching, and engagement
• This role ensures successful deployment of integrations, adoption, and client satisfaction. Supports operational efficiency, quality, and process consistency
• Lead and coach a small team of specialists, providing guidance, feedback, and professional development
• Monitor workloads and prioritize assignments to ensure balanced capacity, efficiency, and on-time delivery
• Oversee day-to-day operations to ensure timely delivery of team objectives
• Serve as the primary escalation point for technical or process-related issues
• Prepare reports and updates on team performance metrics for senior management
• Participate in hiring, onboarding, and training of new team members
• Collaborate with cross-functional teams and clients to ensure clear understanding of requirements and project status
• Maintain professional, solution-oriented communication to foster positive client relationships
• Coordinate timelines across teams and functions to ensure initiatives and deliverables are completed on schedule
• Track progress, ensuring milestones and deadlines are met
• Report project status, risks, and dependencies to the leadership
• Identify process inefficiencies and recommend improvements to enhance workflow efficiency and effectiveness
• Collaborate with cross-functional teams to resolve issues and drive project completion
• Conduct quality checks to maintain consistency and adherence to standards
• Promote team efficiency through ongoing process improvements and knowledge sharing
• Support onboarding and training of new team members, sharing best practices
• Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists
• Oversee execution of integration deployments by the team
• Review and approve platform configurations, workflows, and third-party integrations
• Ensure client training and operational adoption are successfully delivered
• Serve as an escalation point for technical or configuration challenges
• Collaborate cross-functionally to resolve implementation issues and enhance client outcomes
• Contribute to process improvement, documentation, and SOP development

Benefits

• Paid vacation, 11 company holidays, sick time, and volunteer time off
• Stock Options
• Medical, Dental and Vision Insurance
• 401k with company match
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to 2k per calendar year to assist with classes of your choice
• Subscription to Linkedin Learning to expand your knowledge on all kinds of fun topics
• Desk, Chair and Monitor needed for your home office? We got you
• Employee Resource Groups for Diversity and Inclusion, Women, LGBTQIA+, and other communities
• Headspace membership for guided meditation and stress relieving tools through the Sequoia App
• Unlimited access to virtual audio and visual workouts through the Sequoia App- Skilled in process development, project tracking, and operational oversight
• Ability to adapt to changing priorities and manage multiple projects concurrently
• Strong leadership and team management abilities, including coaching and mentoring
• Strong problem-solving, client management, and communication skills
• Extensive experience in software integrations, restaurant operations, and POS systems
• Proven ability to coach, mentor, and manage team performance
• Solid organizational and time management skills, with attention to detail
• Excellent communication and interpersonal skills for interacting with team members and stakeholders
• Knowledge of relevant tools, systems, and industry practices
• Analytical and problem-solving skills to identify issues and recommend solutions
• 5+ years of professional experience in customer success or related roles
• Experience in fintech or SaaS environments preferred
• 1+ year of experience managing and developing high-performing teams