Seller Onboarding Specialist

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. They'll be responsible for and guiding sellers through the onboarding journey and ensuring that sellers are optimally scoped, educated, set up and trained to leverage the potential of Square's platform. They are additionally 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. The majority of projects are completed remotely.
A successful Implementation Specialists will: (1) provide an incredible onboarding experience for Sellers, (2) accelerate the sales cycle by specialising onboarding and training, (3) develop new efficiencies to shorten the onboarding sales stage, and (4) support Square's international expansion efforts.
You Will (Responsibilities):

• Provide world-class onboarding and implementation experiences for Square's 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 an ecosystem expert across all product suites and integrations which includes Square's various POS products and Square Online, key 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 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.

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.

You Have (Qualifications):

• BA/BS degree, preferably
• 3+ 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 support 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 a plus..
• Experience in the POS, Payments or Tech industries is a plus.
• Experience in hardware installation and network configuration is a plus.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.