Description
Position Summary
The Project Executive is responsible for managing the end-to-end implementation and onboarding process for new merchants. This role serves as the primary coordinator between merchants and internal teams, ensuring smooth menu setup, system deployment, user training, and successful go-live. The Project Executive also provides post-implementation support to ensure merchants are fully operational and satisfied with the onboarding experience.
1. Key Responsibilities:
Merchant Onboarding & Implementation
Manage the end-to-end merchant onboarding process from project initiation to successful go-live.
Conduct onboarding meetings with merchants to understand business operations and implementation requirements.
Collect and verify menu information, ensuring completeness and accuracy.
Coordinate menu configuration requirements with the Customer Support team.
Review and validate menu drafts before submitting them to merchants for approval.
Manage revisions and obtain final merchant approval prior to deployment.
Coordinate implementation schedules and ensure project milestones are completed on time.
Maintain regular communication with merchants throughout the onboarding process and provide project status updates.
System Deployment
Perform onsite or remote system deployment.
Configure POS hardware and peripherals, including printers, payment terminals, scanners, and networking equipment.
Verify system functionality and ensure all components operate correctly.
Resolve deployment issues promptly to minimize implementation delays.
Training & Go-Live Support
Conduct system training for merchants, partners, and end users.
Provide onsite or remote support during merchant go-live.
Monitor system performance and assist with issue resolution during the initial launch period.
Post Go-Live Support
Provide Level 2 operational and technical support.
Investigate, troubleshoot, and resolve implementation-related issues.
Follow up with merchants for 14 days after go-live to ensure successful adoption and operational stability.
Escalate complex issues to the relevant technical teams when necessary.
Documentation and Reporting:
Complete implementation documentation and service reports.
Maintain accurate project records and deployment checklists.
Update internal systems with project status and completion reports.
Document lessons learned and recommend process improvements.
2. Qualifications:
Diploma or Bachelor's Degree in Business, Information Technology, Project Management, Hospitality, or a related field.
1–3 years of experience in project coordination, implementation, onboarding, customer success, or technical support.
Experience in POS systems, SaaS implementation, or the F&B industry is an advantage.
Strong project coordination and organizational skills.
Excellent communication and interpersonal skills.
Strong problem-solving and analytical abilities.
Ability to work independently while managing multiple projects simultaneously.
Willingness to travel for onsite deployments when required.
Proficient in Microsoft Office and Google Workspace.
Basic networking and hardware troubleshooting knowledge is preferred.