Implementation Specialist

Since we opened our doors in 2009, the world of commerce has evolved enormously, 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.

Square’s Global Seller Onboarding (GSO) team works directly with merchants (we call them Sellers) and internal teams to implement Square’s products and services. GSO Implementation Specialists work closely with Sales & Account Management teams as well as Product Specialists and Product Marketing Managers to deliver a seamless and exceptional Seller experience and give key input into the product roadmaps for customer‑facing developer products. Additionally, Implementation Specialists play a key role in discovery and participate in the final stages of the sales process when working with Square’s Enterprise Sellers, leveraging cross‑functional teams to successfully implement and activate new accounts.

Implementation Specialists use deep product and industry knowledge to project manage the onboarding stage of the sales process. They’ll be responsible for guiding Sellers through the onboarding journey and ensuring that Sellers’ accounts are optimally configured and their users are educated, set up & trained to leverage the potential of Square’s platform. They are 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.

A successful Implementation Specialist will:

• Provide an incredible onboarding experience for Sellers
• Accelerate the sales cycle by specialising onboarding and training
• Develop new efficiencies to shorten the onboarding sales stage
• Support Square’s international expansion efforts in Europe

You Will:

• Drive world‑class onboarding and implementation experiences for Square’s Sellers, ensuring accountability to go‑live timelines and accelerating deal velocity wherever possible.
• Cultivate strong cross‑functional relationships with Sales, Account Management, Customer Success, Engineering, and Product to align on the Seller journey, remove barriers, and deliver faster outcomes.
• Anticipate and resolve obstacles by managing stakeholder communications and developing scalable strategies that drive consistent success.
• Master Square’s platform, products, integrations, and ecosystem, staying ahead of new features and releases to serve as a trusted subject‑matter expert.
• Lead high‑impact, multi‑merchant projects with competing priorities, ensuring effective resource allocation and timely delivery.
• Create and maintain engaging training materials for both internal teams and external partners.
• Execute accurate data entry and migration tasks for select Sellers as part of the onboarding process.

You Have:

• 3‑4+ years of experience in a client‑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.

Nice to Haves:

• Experience in the Point of Sale (POS) or payments industries
• Experience in hardware installation or networking configuration
• Spanish or French proficiency

Equal Opportunity & Inclusion Statement: We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any 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.

Use of AI in Our Hiring Process: We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.