This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Mexico City office and 2 days from the comfort of your home.
What you will do
Lead multiple implementation projects, managing timelines and client expectations. Collaborate with Sales, Customer Success, and Engineering teams to ensure successful project delivery.
Configure the Deliverect platform to meet client-specific needs, including integrating POS systems, online ordering platforms, and third-party applications. Use tools like Postman for API testing and troubleshooting.
Conduct training sessions for clients and partners, ensuring they have the knowledge and tools needed to effectively use the platform. Provide hands-on support during and after the implementation to resolve technical issues and ensure customer satisfaction.
Identify, diagnose, and resolve technical issues that arise during implementation. Escalate complex problems to the engineering or product teams and ensure timely resolution for the client.
Engage with internal teams, including Product and Engineering, to communicate client feedback and influence platform enhancements. Ensure a smooth handoff to the Customer Success team post-implementation.
- Identify opportunities to improve implementation workflows, streamline processes, and enhance client experiences. Share insights with the Professional Services team and contribute to ongoing platform development.
- What you will bring:
- Experience: 3-5 years of experience in technical implementation or customer support roles within the SaaS industry. Proven track record of managing complex software implementations for mid-market or enterprise clients.
Successfully led the implementation of SaaS platforms for large-scale clients, customizing solutions to meet unique business needs and ensuring timely project completion.
Technical Skills
APIs & Integrations: Proficiency in working with APIs, data management, and integrations. Familiarity with Postman for API testing is essential.
POS Systems: Experience with POS systems and online ordering platforms, particularly in the food & beverage industry, is a strong advantage.
Project Management Tools: Skilled in using project management tools like JIRA and Asana for tracking project progress, managing resources, and ensuring deadlines are met.
CRM & Ticketing Systems: Experience with CRM platforms such as HubSpot for managing client relationships and ticketing systems like Zendesk for tracking support requests.
Strong interpersonal and communication skills, with the ability to engage effectively with both technical and non-technical stakeholders.
Fluency in English is required, and proficiency in additional languages is a strong asset.
A deep commitment to delivering exceptional customer service and ensuring client success. Ability to anticipate customer needs and proactively address challenges.
Excellent troubleshooting skills with the ability to diagnose and resolve complex technical issues efficiently.
