The Enterprise Onboarding Specialist will lead customer onboarding for multi-unit restaurant groups. This role will require implementation and account management skills and is ideal for someone with excellent communication skills, firsthand knowledge of complex multi-unit restaurant dynamics, and a solid understanding of complex point of sale systems and restaurant accounting. Additionally, the ideal candidate is detail-oriented, a strong communicator, adept at problem solving, an efficient multi-tasker, and is genuinely eager to learn.

This position is hybrid, located in Arlington, VA, and offers a blend of remote work and in-office collaboration.

MarginEdge: Where hospitality meets technology

As a team built by former (and current!) restaurant operators, our mission is to bring operators the same energy, attention to detail, and passion that they bring to their guests. Our culture is deeply rooted in service, partially because that’s where so many of our team come from (including everyone on our Business Development team), but also because we believe it is just the right way to run a business. We design our software with profound empathy for the complexity of running a restaurant, and the goal of making the magic just a little easier for operators by taking the complex (read: very annoying) back office tasks off their plate, while empowering them with real-time data.

Our founders share a deep history in both owning and operating restaurants and in building successful tech companies. We are venture-backed and serve 10,000+ restaurants across the US and Canada.

We enable restaurants to make magic while knowing we are doing the same for them.

We have the utmost respect for our clients and because of this, we are unable to hire their current employees.

What type of responsibilities will I have?

• Manage enterprise (multi-unit) groups as they navigate through the onboarding journey

• Create onboarding journeys and orchestrate complex, multi-phased projects specific to each group, effectively managing timelines and resources

• Ensure groups complete their onboarding journey and have a defined timeline in place for add-on units

• Nurture strong customer relationships to enhance satisfaction and reduce churn

• Create unique training programs, including recordings and resource documents, for each group as they bring on their units

• Meet regularly via video meetings and hold customers accountable to complete the onboarding process

• Effectively communicate with stakeholders about project statuses and acting as an escalation point if required

• Demonstrate extensive product knowledge, especially with the inventory, budgeting, and recipe tools in MarginEdge

• Act as liaison between sales, onboarding, support, and product teams for feature releases and integration updates

• Collaborate with Sales Executives to assist in closing multi-unit deals and with Customer Success Managers to transition customers after onboarding to long term account management

• Occasional travel to train clients on-site or attend company-wide meetings

What qualifications or skills are required?

• Extensive Front/Back-of-house experience in full-service restaurants in a managerial capacity, including management of openings, inventories and trainings for multi-location groups

• Experience managing the implementation of a software solution at a restaurant

• Former customer success, account management or onboarding experience preferred

• Knowledge of Salesforce, Churnzero or other CRM tools preferred

• Project Management experience using tools such as Asana, Jira, Trello, and Wrike preferred

• Detail-oriented with excellent organization skills

• Skilled in Microsoft Office and/or Google Suite

• Exemplary communication skills

• Adaptable to change as we continue to grow and scale our business

• Can work as a team player but also as a solo artist at times

• Available to work full time during 9am - 6pm EST

What’s it like to work for MarginEdge?

Imagine the fun of a great restaurant - surrounded by a team of people (including some that you help to manage!) who care about hospitality, care about quality, and care about each other - then subtract the long nights, weekends, drunk customers at the bar...et voila, MarginEdge!

We work hard, we work fast and we fuel our work with a commitment of transparency from leadership, straight talk and trust between teams. We believe that the best people do their best work when they feel empowered - so whether you are remote or in our office (likely eating a catered lunch from our clients in our baller, brand new penthouse HQ in Ballston) you get to work with your manager to call your shot on what works best for you. Did we mention it has a full commercial kitchen and is walking distance (covered walking, that is) from the metro?

Benefits (Shut the Front Door, They are Amazing)
In order to fuel this rocket ship, we need to build a team as passionate about our work and product as we are. We believe that top talent (that’s you!) should feel deeply connected to their work, appreciated for the time they give to building our organization and have the balance necessary to give their best during work hours and all those after-hours too. We do this by offering a suite of kick ass benefits not only to be competitive and catch the eye of super smart people (that’s you again!) but also provide the foundation for a career you love and a life outside of work you love just as much.

• Unlimited Paid Time Off (and we mean it, we encourage your healthy work life balance!)
• Medical, Dental, Vision, and Short/Long-Term Disability Insurance (preventative care for the win)
• Health Savings Account with employer match (dependent upon your medical plan selection)
• Commuter benefits with employer contribution (excluding limos and helos - for now)
• Generous Life Insurance Plan
• Short- and Long-term Disability
• Company-Paid Holidays
• 401(k) and matching
• Stock Options to buy into everything we are doing to support this industry
• 12-week fully Paid Parental Leave
• Lunch catered twice a week at our HQ in Arlington (we exclusively cater from our clients, too!
• A wellness program that sponsors healthy activities such as step challenges and provides discounts to gyms and fitness classes.

Check out our 100% “Recommend to a Friend” rating from anonymous employee reviews on Glassdoor.

Oh, and our recognition in the Washington Post as a top small businesses to work for in 2021, 2022, 2023 and 2024!

And most important, what our customers think about our work on Capterra and G2 Crowd.

Our Fine Print is Bold: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran, marital, disability status or any other characteristic protected by law. You be you. While we are proudest of our commitment to exceptional culture and creating a truly excellent work environment, we see our benefits as an extension of that belief. Our benefits package is designed to be exceptionally competitive and a reflection of our commitment to a best-in-class workplace for all.