Implementation & Onboarding Program Manager

Job Description

<p><h3>Implementation & Onboarding Program Manager</h3><p>Join to apply for the <b>Implementation & Onboarding Program Manager</b> role at <b>Block</b>.</p><p>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. They project-manage the onboarding stage of the sales process, guide sellers through the discovery and onboarding journey, and ensure that sellers are optimally scoped, educated, set up and trained to leverage the potential of Square’s platform. They also document and track feature requests to inform future product roadmaps. This is a customer-facing role involving a combination of remote and onsite merchant interactions.</p>
<h3>Responsibilities</h3>
<ul>
<li>Manage the final stages of the sales funnel, working with US merchants to drive the deal through to activation and accelerate the onboarding process.</li>
<li>Travel as part of the job (around 10%).</li>
<li>Drive world-class onboarding and implementation experiences for Square’s sellers, ensuring accountability to go-live timelines and accelerating deal velocity where possible.</li>
<li>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.</li>
<li>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.</li>
<li>Lead high-impact, multi-merchant projects with competing priorities, ensuring effective resource allocation and timely delivery.</li>
<li>Create and maintain engaging training materials for internal teams and external partners.</li>
<li>Execute accurate data entry and migration tasks for select sellers as part of the onboarding process.</li>
</ul>
<h3>You Have (Qualifications)</h3>
<ul>
<li>BA/BS degree, preferably.</li>
<li>4-5+ years of experience in a customer-facing role, preferably in software implementation, support, sales/account management or customer success.</li>
<li>An infectiously positive attitude and a desire to perform at a high level to uplift the team.</li>
<li>Bias for action; performance-driven with the confidence to operate independently.</li>
<li>Ability to thrive within ambiguity and operate independently.</li>
<li>Ability to drive and manage multiple cross-functional initiatives simultaneously; strong time management, and excellent written & verbal communication skills.</li>
<li>Proven track record of delivering multiple complex projects in the technology industry while partnering with external and internal clients to attain deliverables.</li>
<li>Ability to learn quickly as new products and organizational changes are released.</li>
<li>Previous Project Management experience is expected.</li>
<li>Experience in the POS, Payments or Tech industries is a plus.</li>
<li>Experience in hardware installation and network configuration is a plus.</li>
</ul>
<h3>Perks</h3>
<ul>
<li>Healthcare coverage</li>
<li>Retirement Plans</li>
<li>Work from home flexibility</li>
<li>Employee Stock Purchase Program</li>
<li>Wellness perks</li>
<li>Paid parental leave</li>
<li>Paid time off</li>
<li>Learning and Development resources</li>
</ul>
<h3>Pay Transparency</h3>
<p>Block takes a market-based approach to pay, and pay may vary depending on location. U.S. locations are categorized into one of four zones based on a cost of labor index for the 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.</p>
<p>To find a location’s zone designation, please refer to the resource. If a location of interest is not listed, please speak with a recruiter for additional information.</p>
<ul>
<li>Canada - $34.13 - $46.97</li>
</ul>
<h3>Equal Opportunity & Inclusion</h3>
<p>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 are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. Applicants should share any needed accommodations with their recruiter, who will treat these requests as confidential.</p>
<p><b>Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.</b></p>
<h3>Location & Posting Details</h3>
<p>Senior level postings in various locations; posting date examples provided for context. This section may include multiple job postings and related notes.</p>
<h3>Use of AI in Our Hiring Process</h3>
<p>We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.</p>
<h3>Contact & References</h3>
<p>Contact us here with hiring practice or data usage questions.</p>
<p><em>Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offerings. Check out our other benefits at Block.</em></p>
<p>Block, Inc. builds technology to increase access to the global economy. Square, Cash App, Afterpay, TIDAL, Bitkey, Proto, and other brands unlock different aspects of the economy for more people.</p></p>
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