Team Lead, Implementation

About the role

The In-Store Onboarding team supports our clients through one of the most critical moments in their journey, implementation. We are a global, collaborative group that thrives on setting clients up for long-term success by tailoring onboarding strategies to their unique needs. From in-store restaurant technology to advanced platform features, we ensure new partners are empowered and equipped to drive ROI from day one. In this role, you'll lead a team of Implementation Partners who work closely with our clients to ensure they're achieving success with the SevenRooms platform. You'll be responsible for coaching, mentoring, and growing the team, while also overseeing strategic initiatives that drive adoption and long-term customer value. You'll help scale a customer-first culture that delivers outstanding service and measurable impact for hospitality operators around the world. You're excited about this opportunity because you will... Team Support & Coaching. Lead a team of Implementation Partners across North America by providing day-to-day guidance, support, and coaching to ensure smooth client onboarding and consistent team performance. Resource Coordination. Partner closely with the Associate Manager to monitor team bandwidth, onboarding pipeline, and activating MRR to ensure projects are prioritized and resourced effectively. Client Implementation. Have the ability to manage a limited portfolio of onboarding projects while supporting your team through implementation of SevenRooms solutions - including reservations, waitlist, table management, online ordering, POS integrations, and marketing automation. Customer Risk Monitoring. Use tools like Looker and Totango to track customer engagement and flag accounts at risk, working with your team and leadership to drive proactive solutions. Escalation Support. Assist Implementation Managers in managing complex client situations and escalations with empathy, thoughtfulness, and tact - while reinforcing best practices. Product Enablement. Be a hands-on product expert, helping clients and teammates leverage SevenRooms functionality based on unique business needs and goals. Cross-Functional Collaboration. Work closely with Sales, Product, Support, and Customer Success partners to ensure a cohesive experience for both your team and our clients. We're excited about you because... You have 2+ years of experience in customer-facing roles, ideally within SaaS or hospitality technology You're passionate about supporting others and enjoy mentoring teammates to help them grow You're a strong communicator, both in writing and speaking, and can navigate cross-functional conversations with ease You're detail-oriented and a critical thinker who can solve problems and keep projects on track You thrive in fast-paced, collaborative environments and are comfortable adapting to change You're experienced with tools like Salesforce, Totango, or similar CRMs You're open to occasional travel within North America to support your team and meet with customers Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

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