About the Role
We’re looking for an Operations Account Manager to ensure our merchants have a smooth journey from sales handover through go‑live and beyond. You’ll be responsible for managing the full onboarding and implementation process, ensuring merchants are set up for long‑term success. This role blends project management, customer communication, and process improvement, with a continued focus on account management, retention, and support once merchants are live.
You’ll work cross‑functionally to build efficient, scalable onboarding processes and deliver a world‑class experience for every merchant. If you’re excited to help restaurants adopt transformative technology and want to shape how the industry operates, this role is for you.
What You’ll Do
Onboarding / Implementation:
Manage the end‑to‑end onboarding process: Own the customer journey from sales handover through setup, training, and go‑live, ensuring implementation remains on track, addressing any concerns and ensuring merchants are set up for long‑term success.
Relationship Management: Serve as the main point of contact for new merchants to ensure smooth implementation by guiding merchants through clear communication, addressing any concerns and prioritising customer satisfaction.
Training: Conduct training sessions for merchants on the effective use of the relevant Tebi products.
Drive Process Excellence: Identify bottlenecks, streamline workflows and develop scalable onboarding processes that improve efficiency, reduce time‑to‑value, and optimise merchant experience.
Account Management / Support:
Act as the primary liaison for merchants: Provide post‑go‑live account management, including managing inquiries, conducting proactive check‑ins and troubleshooting.
and identifying opportunities for merchants to maximise value from the Tebi platform.
Engagement and Retention: Build long‑term relationships with merchants, ensuring they remain active, satisfied, and growing on the platform.
Collaborate with Product teams, acting as the voice of the customer to align merchant needs with platform improvements and product roadmap.
Collaborate with Central Ops teams to optimise processes and automate routine tasks to improve operational efficiency.
Data & Analytics: Track and report on key onboarding and customer success metrics, enabling data‑driven decision making by leveraging data to identify growth opportunities and operational bottlenecks.
What We’re Looking For
3-5 Years of experience in implementation, onboarding, customer success, consulting, or hospitality/food‑tech operations.
Strong project management skills with the ability to manage multiple projects simultaneously.
Excellent stakeholder and communication skills.
Proven success in process optimisation and building scalable workflows.
Analytical mindset, able to use data to inform decisions and measure success.
Problem‑solving mindset with a keen attention to detail.
Comfortable operating in a fast‑moving, high‑growth startup environment.
Bonus:
Technical proficiency in POS systems and related technologies.
Knowledge and experience with Hospitality.
Must be fluent in English and Italian.
Benefits
Start‑up Equity
Competitive Salary
Team building events
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