Global Seller Implementation Specialist

The Team

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, 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.

The Role

Global Seller Onboarding 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. Global Seller Onboarding Specialists use deep product and industry knowledge to project-manage the onboarding stage of the sales process. You will be responsible for and guiding sellers through the discovery and onboarding journey and ensuring that sellers are optimally scoped, educated, set up and trained to leverage the potential of Square’s platform. You will additionally be 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. 

Your typical day will include:

• Remote merchant work: virtual consultation calls and training, advising on hardware/software/operations, staff training, menu building, and hardware installation. 
• Occasional onsite merchant work, including training and hardware install.
• Data Entry: configure customer account, optimise menu setup, and other data entry tasks involved in getting a merchant onboard.

This role requires you to be based in the Sydney area.

You Will

• Provide world-class onboarding and implementation experiences for Square’s most valuable upmarket sellers 
• 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 that are team-wide in scope and impact
• Have a deep understanding of Square’s Platform and Products and maintain expertise in Squares platform and ecosystem by being proactive in understanding, adapting, and preparing for new product features and releases
• Ensure Project management by working with Internal teams to develop the reach, scope, and competencies of the Global Seller Onboarding team in your market, with a critical eye to the future on opportunities to improve offerings and impact
• Serve as your team’s ecosystem expert across all product suites and integrations which includes  Square’s various POS products and Square Online, partnership integrations, and add-ons in the event of a product escalation question
• Develop and maintain internal and external training collateral
• Create and manage multiple complex projects across many merchants at once, often with competing timelines and requiring resource prioritisation
• Develop relationships with teams within Sales & Account Management and our closest stakeholders within Customer Success, Engineering, and Product
• Identify and address potential obstacles during the onboarding process, manage stakeholder communication accordingly, and create strategies for driving success 
• Perform data entry and migration functions as part of the on-boarding process for select sellers

You Have

• BA/BS degree, preferably 
• 4-5+ years of experience in a customer facing role, preferably in software implementation, support, sales/account management or customer success
• An infectiously positive attitude, as well as a desire to perform at a high level on a continuous basis, and uplift the team around you
• Bias for action; performance driven with the confidence to operate independently
• Ability to thrive within ambiguity and operate independently
• Ability to drive and manage multiple cross-functional initiatives simultaneously; strong time management, and excellent written & verbal communication skills.
• Proven track record of success in delivering multiple complex projects in the technology industry while partnering with external and internal clients to attain deliverables
• An ability to learn quickly as new products and organisational changes are released
• Previous Project Management experience is expected
• Experience in the POS, Payments or Tech industries is a plus
• Experience in hardware installation and network configuration is a plus

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, without regard to identity or other 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.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.