Guide SMB and mid-market sellers through Square onboarding, implementation, training, and go-live activities. Manage multiple seller engagements, lead scoping and onboarding calls, track milestones, resolve blockers, maintain product expertise, and coordinate with sales, account management, product, and marketing teams. Contribute to process improvements, provide seller support after launch, and use AI to enhance customer experiences and internal workflows.

Retain and grow a multi-million-dollar SMB client base by addressing customer concerns, reducing churn, increasing product adoption, and identifying expansion opportunities. Serve as a trusted advisor, negotiate solutions, manage revenue pipelines, and collaborate with Sales, Support, Product, and Analytics teams to improve retention strategies and customer outcomes.

Manage end-to-end onboarding and implementation for Square merchants, guiding discovery, configuration, training, hardware installation, data migration, and go-live activities. Partner with Sales, Account Management, Customer Success, Engineering, and Product to resolve obstacles, manage timelines, improve onboarding efficiency, and document feature requests. The role requires customer-facing communication, project management, cross-functional coordination, bilingual English and Spanish fluency, and PST or MST time-zone availability, with occasional onsite merchant work.