Senior Enterprise Implementation Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Print Vertical brings together Print Reach, shopVOX, Shopworks, and other business units serving Print, Mail, and Sign shops, providing a suite of applications that help these businesses run and grow.  The Implementation function within the Print Vertical is responsible for onboarding and training customers across all of these business units, ensuring a consistent, high-quality implementation experience regardless of which product a customer uses.

Remote, with onsite customer travel multiple times per year (up to 40%)

This senior position provides the knowledge and skill to lead new clients through the implementation process across any product within the Print Vertical, including Print Reach, shopVOX, Shopworks, and other business units as they are added.  Rather than being tied to a single business unit, this role flexes to wherever implementation capacity is needed, helping customers get live quickly, accurately, and using the full feature set of the product they've purchased.  You will own the Vertical's more complex and high-value implementations, act as an escalation point and mentor for other Specialists, and work closely with stakeholders across business units to communicate defined project plans, set expectations, and align all project team members. 

This role requires deep print, mail, and sign industry experience and a strong understanding of how business units and products interact within a customer's operation.  Onsite customer visits for training and consultative sessions occur multiple times per year, with travel up to 40%.  You will demonstrate concise and organized project management skills, including following and helping improve implementation standards across the Print Vertical.

Primary Responsibilities:

• Manage all implementation tasks including weekly calls, training sessions, and go-live tasks, flexing across Print Vertical business units and products based on where capacity is needed.
• Lead the more complex and high-value implementations, independently managing scope, timeline, and stakeholders.
• Get customers live quickly and accurately, with strong adoption of the full feature set of the product being implemented.
• Build strong working relationships with customer stakeholders, often across multiple products or departments, including executive-level contacts.
• Travel onsite to customer locations for training, consultative visits, and go-live support multiple times per year (up to 40% travel).
• Serve as a knowledgeable resource on print, mail, and sign industry operations and how business units within the Print Vertical (Print Reach, shopVOX, Shopworks, etc.) work together within a customer's business.
• Act as an escalation point for Implementation Specialists, and mentor and coach team members across business units.
• Ensure projects are delivered on time, regardless of which business unit or product is being implemented.
• Assist in managing project scope and objectives, keeping stakeholders on schedule.
• Follow the defined project plan and implementation standards for each applicable business unit.
• Recommend and help drive improvements to cross-business-unit implementation processes to help the Print Vertical run more efficiently.
• Communicate to management suggested changes to project scope and timeline.
• Report and escalate all project risks to management as needed.
• Assist with testing development items and project deliverables included in the project.
• Assist with creating internal and client documentation, including Release Notes, Knowledge Base arti