Implementation Specialist

Restaurant365 is transforming how restaurants run their businesses. Today, we help more than 50,000 restaurant locations manage their finances, operations, and people. As AI changes what's possible, we're reimagining how restaurant back offices operate - automating routine work, helping teams make better decisions, and giving restaurant leaders more time to focus on growing their businesses.

We're transforming how we work, too. AI is changing how we build products, solve problems, and deliver results for our customers. We're embracing new ways of working, moving faster, and creating opportunities for our people to make a greater impact.

At Restaurant365, our culture is built on ownership, collaboration, and continuous improvement. We believe in challenging ourselves, learning every day, and working together to achieve great results. We're looking for people who are curious, take initiative, and want to grow while helping shape the future of an industry.

The Implementation Specialist is a key member of the Professional Services team, responsible for guiding customers through the onboarding process - from initial setup through successful adoption and go-live. This role focuses on delivering a smooth, timely, and high-quality implementation experience for small to mid-market customers, ensuring that each client is set up for long-term success with R365’s platform. The Specialist will partner closely with Project Managers, Solutions Architects, and Customer Success Managers to configure solutions, deliver training, and ensure customers understand how to use the system effectively in their day-to-day operations. While the primary focus will be on execution, this role will also contribute to process improvements and knowledge sharing within the team to help drive consistent delivery standards.

Responsibilities

• Lead end-to-end onboarding for assigned customers, managing all phases including discovery, configuration, training, and go-live support to ensure delivery is on time, on budget and aligned with customer goals and business context.

• Apply sound judgment to assess customer readiness, manage scope, and navigate technical or operational challenges, making real-time decisions to keep projects on track while ensuring a smooth and complete implementation experience.

• Conduct discovery sessions to gather, validate, and translate customer requirements, aligning the solution with business workflows, data structures, and operational priorities to drive long-term adoption and value realization.

• Deliver clear, engaging, and effective training (primarily virtual) to a variety of user groups, adjusting delivery style and content to fit varied audiences, drive confidence, and accelerate product adoption.

• Leverage deep product knowledge to serve as a subject matter expert, guiding customers on best practices and optimal use of the platform.

• Collaborate cross-functionally with Project Management, Solutions Architecture, Product, and Support to address requirements, resolve issues, and ensure delivery success.

• Track and manage implementation milestones and deliverables using internal tools, maintaining accurate project records and proactively communicating progress, risks, and resolution paths to both internal stakeholders and customer contacts.

• Find opportunities to automate and improve how work gets done across your role with approved AI and other tools, choosing the right tool for each task, refining your prompts, and reviewing outputs for quality and time saved.

• Other duties as assigned.

Key Metrics for Success

• Utilization Rate

• Project Completion Throughput

• On-Time Delivery Rate

• Customer Satisfaction (CSAT)

Qualifications

• 2+ years of hands-on experience in SaaS onboarding or implementation, with a proven track record of successfully guiding customers through technical setup, training, and go-live across varied business types and user groups.

• Exceptional organizational and time management skills, with the ability to manage multiple projects simultaneously, prioritize effectively, and meet tight deadlines without sacrificing quality.

• Excellent verbal and written communication skills, including the ability to lead client-facing trainings and translate technical concepts into clear, actionable guidance for both technical and non-technical stakeholders.

• Strong interpersonal and customer service orientation, with the confidence to lead customer conversations, build trust, and guide decision-making during critical phases of implementation.

• Familiarity with restaurant industry operations and workflows (e.g., accounting, POS, inventory) with the ability to contextualize SaaS solutions to meet operational needs.

• Highly analytical and solutions-oriented, able to assess requirements, troubleshoot issues, and make timely, data-informed decisions that support customer success.

• Self-starter with the ability to work independently, while also demonstrating strong collaboration skills when working cross-functionally with Project Managers, Engineers, Product, and Customer Success.

• Proven SaaS tool fluency, sound technical knowledge, and detail orientation.

• Curiosity and eagerness to use AI in your daily work, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs.

PREFERRED QUALIFICATIONS

• Experience with multi-unit restaurant groups.

• Exposure to ERP systems or launch-of-service delivery.

• Comfort adapting to evolving playbooks and tools.

This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday.

Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.
DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.