Enterprise Onboarding Specialist

The Enterprise Onboarding Specialist will lead customer onboarding for multi-unit restaurant groups. This role will require implementation and account management skills and is ideal for someone with excellent communication skills, firsthand knowledge of complex multi-unit restaurant dynamics, and a solid understanding of complex point of sale systems and restaurant accounting. Additionally, the ideal candidate is detail-oriented, a strong communicator, adept at problem solving, an efficient multi-tasker, and is genuinely eager to learn.

MarginEdge:  A workplace with purpose.   

You know that feeling when you have a mind-blowing experience at a restaurant? It wasn’t really about the food (okay, it was a little about the food) but more about the way you felt. You might not be able to put your finger on what part you liked most, but it was magic and you know you will be back.  

Spoiler - not a single piece of a restaurant experience is an accident and as a team built by former restaurant operators, we know just how freaking hard this is to pull off.  

At MarginEdge our mission is to serve restaurant operators with the same energy, attention to detail and passion that they bring to their guests. Our culture is deeply rooted in service, partially because that’s where so many of our team came from, but also because we believe it is just the right way to run a business. Our software is designed with deep empathy for the complexity of running a restaurant and our mission is to make the magic just a little easier for operators by taking the complex (read: very annoying) back-office tasks off their plate, while empowering them with real-time data.  

We do this through the development of cutting-edge technology that solves truly (truly) hard problems, data science that can start to answer questions for operators where gut instinct used to be their only tool, and world class service that is an extension of who we are as an organization.     

Our founders share a deep history in both owning and operating restaurants and in building successful tech companies. We are venture-backed, serve 6,000 restaurants and boast a 90 % client retention rate.   

We enable restaurants to make magic while knowing we are doing the same for them. 

What type of responsibilities will I have?

• Manage enterprise (multi-unit) groups as they navigate through the onboarding journey

• Create onboarding journeys and orchestrate complex, multi-phased projects specific to each group, effectively managing timelines and resources

• Ensure groups complete their onboarding journey and have a defined timeline in place for add-on units

• Nurture strong customer relationships to enhance satisfaction and reduce churn

• Create unique training programs, including recordings and resource documents, for each group as they bring on their units

• Meet regularly via video meetings and hold customers accountable to complete the onboarding process 

• Effectively communicate with stakeholders about project statuses and acting as an escalation point if required

• Demonstrate extensive product knowledge, especially with the inventory, budgeting, and recipe tools in MarginEdge 

• Act as liaison between sales, onboarding, and product for feature releases and integration updates 

• Collaborate with Sales Executives to assist in closing multi-unit deals and with Customer Success Managers to transition customers after onboarding to long term account management 

What qualifications or skills are required?

• Extensive Front/Back-of-house experience in full-service restaurants in a managerial capacity, including management of openings, inventories and trainings for multi-location groups

• Former customer success, account management or onboarding experience preferred, but not required

• Detail-oriented with excellent organization skills

• Knowledge of Salesforce, Churnzero or other CRM tools preferred, but not required

• Project Management experience using tools such as Asana, Jira, Trello, and Wrike preferred, but not required

• Skilled in Microsoft Office and/or Google Suite 

• Exemplary communication skills 

• Adaptable to change as we continue to grow and scale our business

• Can work as a team player but also as a solo artist at times

• Available to work full time during 9am - 6pm EST 

Benefits (because hospitality means taking care of our people too):

We believe that top talent (that’s you!) should feel deeply connected to their work, appreciated for the time they give to building our organization and have the balance necessary to give their best during work hours and all those after-hours too. We strive to provide the foundation for a career you love and a life outside of work you love just as much with: 

• Unlimited paid time off (with manager approval) we encourage your healthy work-life balance! 

• Medical, dental, vision, and short/long-term disability insurance (preventative care for the win) 

• Health Savings Account with 100% employer match (dependent upon your medical plan selection) 

• Commuter benefits with employer contribution (excluding limos and helos - for now) 

• Generous life insurance plan  

• 11 company-paid holidays 

• 401(k) and matching 100% on the first 3% of compensation

• Stock options to buy into everything we are doing to support this industry

• 12-weeks fully paid parental leave

• Lunch catered twice a week at our HQ in Arlington (we exclusively cater from our clients, too!)

• A wellness program that sponsors healthy activities such as step challenges and provides discounts to gyms and fitness classes

Check out our 100% “Recommend to a Friend” rating from anonymous employee reviews on https://www.glassdoor.com/Reviews/MarginEdge-Reviews-E2859472.htm.  
Oh, and our recognition in the Washington Post as a  https://www.washingtonpost.com/graphics/2021/business/top-workplaces/ to work for in 2021, 2022 and 2023!  
And most important, what our customers think about our work on https://www.capterra.com/p/187718/MarginEdge/reviews/ and https://www.g2.com/products/marginedge/reviews 

Our Fine Print is Bold: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran, marital, disability status or any other characteristic protected by law. You be you.  While we are proudest of our commitment to exceptional culture and creating a truly excellent work environment, we see our benefits as an extension of that belief. Our benefits package is designed to be exceptionally competitive and a reflection of our commitment to a best-in-class workplace for all. 

Job Type: Full-time