Associate Manager, Installation & Go Live

Responsibilities

Team Supervision & Support

• Lead and coach a small team of specialists, providing guidance, feedback, and professional development
• Monitor workloads and prioritize assignments to ensure balanced capacity, efficiency, and on-time delivery
• Oversee day-to-day operations to ensure timely delivery of team objectives
• Serve as the primary escalation point for technical or process-related issues
• Prepare reports and updates on team performance metrics for senior management
• Participate in hiring, onboarding, and training of new team members
• Periodic travel required for onsite training and installations

Client Coordination & Communication

• Collaborate with cross-functional teams and clients to ensure clear understanding of requirements and project status
• Maintain professional, solution-oriented communication to foster positive client relationships
• Coordinate timelines across teams and functions to ensure initiatives and deliverables are completed on schedule

Project Coordination

• Track progress, ensuring milestones and deadlines are met
• Report project status, risks, and dependencies to leadership
• Identify process inefficiencies and recommend improvements
• Collaborate with cross-functional teams to resolve issues and drive project completion

Training & Quality Assurance

• Conduct quality checks to maintain consistency and adherence to standards
• Promote team efficiency through ongoing process improvements and knowledge sharing
• Support onboarding and training of new team members, sharing best practices
• Hold the team accountable for following documented processes: SOPs, SLAs, and checklists

Installation & Go Live Oversight

• Manage day-to-day activities of a small team (8-10) of installation specialists
• Coordinate installations, site surveys, and training sessions across multiple client locations
• Support hardware, network, and software configurations, ensuring alignment with client needs
• Monitor performance metrics, escalate issues, and ensure client satisfaction
• Contribute to process improvements, playbooks, and training materials
• Assist in resource allocation, scheduling, and coordination with cross-functional teams

Requirements

• 5 years of professional experience in customer success or related roles
• 1 year of experience managing and developing high-performing teams
• Experience leading or mentoring small teams in POS implementations
• Hands-on expertise in hardware setup, software configuration, and site surveys
• Strong leadership and team management abilities, including coaching and mentoring
• Excellent communication and interpersonal skills
• Solid organizational and time management skills with attention to detail
• Analytical and problem-solving skills
• Familiarity with project management, ticketing, and collaboration tools
• Bachelor's degree in Information Technology, Computer Networking, Systems Administration, Engineering Technology, Business Administration, Hospitality Management (with strong technical acumen), or related field required
• Relevant technical certifications (e.g., CompTIA A+, Network+, or vendor-specific POS certifications) may substitute for a formal degree
• Fluent in English (written and verbal)

Nice-to-Haves

• Experience in fintech or SaaS environments preferred
• Additional languages preferred but not required