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As a Shopify Field Launch Specialist, you will be responsible for onboarding Retail SMB merchants in NYC. You’ll be providing exceptional on-site service and technical assistance to make sure their experience from set-up to go-live is a success. You will also be a critical component to accelerating our product onboarding experience, providing real-time feedback on creating a best-in-class launch experience.

Responsibilities

• Facilitate and Project Manage Shopify POS merchant’s implementations until they have activated. This includes planning and organizing time with Business Owners, Management Teams, end users to ensure successful adoption of Shopify POS.

Project Scopes will include:

• 1. Scoping Calls: Connecting with merchants prior to implementation for a scoping call to get a better understanding of the merchants business needs and launch requirements

• 2. Data Migration and Asynchronous Support: Working with the merchant virtually or onsite to conduct critical migration milestones including:

  • Core Data migration - products, images, customers and gift cards

  • Data clean up and standardization to review and clean up where required

  • Initial inventory to ensure inventory levels look correct and updated prior to launch

  • Data review to review migrated data and address identified issues

• 3. Onsite Set Up Support: Traveling to the merchant’s retail locations to facilitate:

  • Audit of merchant setup - documenting issues, communicating them to the merchant, make sure the necessary changes are made to Shopify admin

  • Hardware setup - facilitate implementation of hardware and provide technical support. Confirm peripherals such as scanner, cash drawer, and payments devices are properly configured and functional. Install/troubleshoot networking devices including routers and wireless access points.

  • Run test transactions - run test transactions with merchants to confirm the entire checkout process is working. Run at least one test transaction for each payment method (e.g., card reader, cash, etc.) that will be available to customers

  • Onsite Staff Training for End users (Open to Close training) as well as providing guidance on troubleshooting.

• 4. Go Live Support:

  • Ensure system readiness, optimize settings

  • Perform final inventory adjustments/updates

  • Run live transaction with merchant

  • Clarify ongoing support

• 5. Post Launch Support : Provide 5 business days of post launch support: support responsibilities related to launch and migration issues. Other issues should be referred to Shopify support

• Launch Expertise and Management:

  • Document and track customer installation, network details, schematics and other on-site services

  • Report the learnings and progress of the installations to your Team Lead

Qualifications

• Experience working in an application ecosystem and integrating 3rd party technologies (ideally into the Shopify platform, external commerce, and payment platforms)

• Familiarity with Web Development technologies and languages such as HTML, Javascript, CSS, and Shopify Theme/Liquid enough to identify areas where Merchants may need assistance and make recommendations

• ‘Solutions mindset’. Our largest and most complex merchants like to push the boundaries of commerce and will often build custom solutions within their architecture to help them get there

• Strong time management and prioritization skills to support a wide portfolio of merchants with multiple requests coming through at the same time, and the ability to re-prioritise on an ongoing basis

• Strong verbal and written communication skills plus great video and in-person presence

• Great troubleshooting & analytical skills combined with the desire and resourcefulness to tackle challenges head-on

• Agile project management mindset. This is not a true project management role, but does share some skills with it, especially managing expectations and prioritizing deliverables

• Experience working in a startup environment with a new go-to-market product

• Deep understanding of technical strategy as it relates to operating and growing a commerce business

• Running your own business or building your own apps on Shopify. You know what it means to be an entrepreneur, and can empathize and share your learnings with our merchants