# Associate Manager, Installation & Go Live

**Company:** [SpotOn](https://hotfix.jobs/companies/spoton)
**Location:** Chicago, IL, Royal Oak, MI
**Role:** Customer Success
**Salary:** $64k – $89k/yr
**Experience:** 5+ years
**Skills:** Pos Implementation, Hardware Setup, Software Configuration, Site Surveys, Project Management, Ticketing Systems, Team Leadership, Coaching, SOPs, Slas
**Posted:** 2026-06-17

> Leads a small team of installation specialists to deliver high-quality POS deployments, manage client coordination, and drive process improvements in a hybrid role. Requires 5 years of customer success experience and 1 year of team management.

## Job Description

## 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

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