Launch Project Coordinator
The Launch Project Coordinator will be the liaison for clients during the launch phase and will play a key role in the overall customer satisfaction of clients. They must effectively have the ability to identify and define project requirements, scope and objectives. This includes adjusting quotes, answering FAQ’s, collecting data, and ensuring the client is setup for a successful project launch both via phone and email.
Bypass is the leading innovator in enterprise point of sale solutions and retail operating systems for the multi-site food & beverage industry. Our cutting edge approach helps professional & collegiate sports teams and national restaurant chains achieve unrivaled improvements in profitability, efficiency, and customer experience. We deliver this with a cloud-enabled, hardware agnostic, insights driven platform.
Bypass has been deployed at hundreds of venues and restaurants at a cost, pace, and ease of integration never before possible.
Maintain all FAQ’s and relevant documentation sent to client. All documentation must be clear, concise, and be written with the client in mind. This includes various emails sent out during the launch process such as, Intro Emails, Training Emails, Activation Emails, and Post Install Surveys.
Must have the ability to run data analysis on various communication types with clients, as well as analyzing customer feedback and making appropriate changes to ensure the highest level of customer satisfaction. This will include collecting feedback and data on clients to adjust communication or project requirements as necessary.
The Launch Project Coordinator will work directly with the Project Manager to ensure all tasks are completed on time and accurately. This will include auditing all locations are setup properly, ensuring all clients have all information needed for launch, and review all invoices and contracts to ensure accuracy.
Must understand the implementation process of a new project and be able to communicate the process effectively to the client. All communication to the client, Bypass, and other stakeholders must be timely and detailed.
Demonstrate a high level of customer service to clients both remotely, in office and on-site. The Project Coordinator will conduct themselves in a professional manner, following all dress code, attendance, and performance guidelines. They will abide by and support all reasonable client requests on scope of work, and ensure all projects are completed on time in Fast-casual and future verticals.
Responsible for creating documents for new implementations, documenting procedures, creating checklists to help identify any potential operational needs, and creating client facing documentation and videos, to ensure a successful project launch. All paperwork and documentation must be completed accurately and thoroughly.
Ability to fulfill all client orders daily and efficiently. The Implementation Specialist is the key link in communication with both our customers and our internal teams on hardware related questions. The individual works closely with our shipping vendors to ensure that every order is processed and delivered on time.
The ability to communicate with all third-party vendors effectively, including all hardware vendors and on site contracted vendors by Bypass. This includes communication, onsite labor management, onsite task management, and reporting.
Practice proper financial management with travel costs. Management has provided budgets for each aspect of travel (flight, hotel, transportation, per diem). The Implementation Specialist is expected to plan travel accordingly to keep expenditures at that level.
Responsible for cross-departmental communication, collaboration, and partnership to deliver successful deployments across all verticals. This includes sales, product and support.
Maintain a current understanding of Bypass software, hardware, and reference resources. The Launch Project Coordinator must have an expert working knowledge of all Bypass products. This includes the ability and effort to check and apply any new features deployed. Installation and troubleshooting skills must be at a high level.
All other reasonable duties as assigned.
Must be patient and love challenges in order to handle our fast-paced environment
4+ Years of relevant work experience preferred
Proficient with Excel, PowerPoint, Word and Outlook
Highly organized and detail-oriented, with the ability to manage competing priorities
Must be proactive and internally motivated with advanced problem-solving skills
Ability to identify opportunities, develop strategies and implement creative solutions
Excellent communication and presentation skills
Experience conducting remote technical trainings
Hospitality experience highly preferred
Bachelor's degree preferred
Travel Expectations: 20%