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
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. 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 Onboarding 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.
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
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
- 2+ 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 con