Global Seller Onboarding Specialist

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

The Role

Global Seller Onboarding Specialists manage the final stages of the sales funnel, working with US 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 discovery and 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.

A successful Implementation Specialists will: (1) provide an incredible onboarding experience for Sellers, (2) accelerate the sales cycle by supporting onboarding and skill training, (3) develop new efficiencies to shorten the onboarding sales stage, and (4) support Square's international expansion efforts.

This role is based in New York City with the flexibility to work from home but we will require travel as part of the job (around 10%) and the majority of the onsites will be in and around New York/NY.

You Will

• 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 keen eye for future opportunities to improve offerings and impact.
• Serve as your team's ecosystem expert across all product suites and integrations which includes Square's various POS products and Square Online, 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 complex 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, and create strategies for driving client success.
• Perform data entry and migration functions as part of the onboarding 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, optimize menu setup, and other data entry tasks involved in getting a merchant onboard.

You Have

• 4+ years of experience in a customer-facing role, ideally in software implementation, support, sales/account management or customer success.
• An infectiously positive attitude, and a desire to perform at a high level on a continuous basis, and uplift the team around you.
• Performance-driven with the ability to thrive in ambiguity and confidence to operate independently.
• Ability to manage multiple cross-functional initiatives simultaneously
• Great time-management, and 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.
• Previous Project Management experience
• Plus points for experience in the POS, Payments or Tech industries as well as hardware installation / network configuration

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.