Onboarding Support Specialist

6 months ago

Melbourne, Australia Block Full time

Company Description

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 through Afterpay, 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.

**Job Description**:
Implementation Specialists manage the final stages of the sales funnel, working with Australian merchants to drive the deal through to activation and accelerate the onboarding process. Implementation Specialists use deep product and industry knowledge to project-manage the onboarding stage of the sales process. They are additionally instrumental in ensuring the documentation and tracking of feature requests to inform future product roadmaps. This is a customer-facing role that involves a combination of remote and onsite merchant interactions and certain data-entry responsibilities.

A successful Implementation Specialists will: (1) provide an incredible onboarding experience for Sellers, (2) accelerate the sales cycle by specializing onboarding and training, (3) develop new efficiencies to shorten the onboarding sales stage, and (4) support Square’s international expansion efforts.

**You will**:

- Be the dedicated Implementation Specialist assigned to new sellers and tasked with providing a whiteglove onboarding experience.
- Perform against the onboarding process and training curriculum to hold merchants accountable to a go-live timeline.
- Identify and address potential obstacles during the onboarding process, manage partner communication, and create strategies for driving success.
- Maintain expertise in Squares platform and ecosystem by keeping up to date with routine product updates and releases.
- Track all merchant interaction in Salesforce.
- Develop and maintain internal and external training collateral.

**Your typical day will include**:

- Remote merchant work: phone consults, advising on hardware/software/operations, staff training, menu building, account optimization.
- Occasional onsite merchant work, including training and hardware install.
- Data Entry: configure customer account, optimize menu setup, and other data entry tasks involved in getting a merchant onboard.

**Qualifications**:

- 1-2 years experience in a customer-facing role, preferably in Implementation, Support or Sales.
- A BA/BS degree, preferably.
- An infectiously positive attitude.
- Excellent time management, written & verbal communication skills.
- An ability to learn quickly as new products are released.
- Previous Project Management experience a plus.

Additional Information

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 a workplace that is fair and square? Check out our_**_ I+D page_**_._**

**Perks**

We want you to be well and thrive. Our global benefits package includes:

- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources
- Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run

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