Portless

Implementation Specialist

• Ritz-Carlton Onboarding & Project Management: Lead the end-to-end onboarding process, providing personalized support and setting expectations for project milestones.
• Execution of Implementation Plans: Develop detailed plans ensuring projects are completed on time and within scope.
• Proactive Communication: Maintain clear, consistent updates for stakeholders, identifying potential delays before they escalate.
• Technical Integrations & Data Migration: Lead the integration of client ERP/OMS systems with Portless via API and EDI protocols.
• Data Integrity: Oversee the migration of SKU and inventory data, ensuring formats are mapped correctly and validated for accuracy.
• Technical Troubleshooting: Resolve complex issues during the setup of Shopify configurations and custom integrations.
• Operational Readiness & Inventory Inbounding: Partner with Operations to validate workflows for receiving, picking, and packing.
• Supplier Orchestration: Coach merchants on product best practices, labeling, and inbound routing requirements to ensure efficient receiving.
• Equipment & Layout Readiness: Ensure physical pack stations and replenish strategies are optimized for the merchant's profile.
• Launch Excellence & Knowledge Transfer: Lead the transition from sandbox to production, ensuring all technical and operational "go-live" criteria are met with 100% accuracy.
• Technical Documentation & Handover: Develop comprehensive merchant-specific SOPs and technical maps. Conduct formal handoff sessions to the Hypercare and Customer Success teams to ensure long-term stability.
• Post-Launch Stabilization: Act as the primary technical point of contact during the immediate "Day 1" window, resolving any initial friction before officially graduating the merchant to Hypercare.
• Onboarding Retro & Optimization: Conduct post-implementation reviews to identify framework improvements, ensuring each subsequent launch is faster and more efficient than the last.

Implementations Engineer

Manager

• Own the Hypercare Program End-to-End
• Serve as the primary point of contact for all merchants in active Hypercare status — enrolled within 24 hours of first live shipment and owned through formal three-way graduation sign-off.
• Run the full four-phase framework: Phase 1 (Days 1–15, Stabilization), Phase 2 (Days 16–30, Enablement & Orientation), Phase 3 (Days 31–45, Optimization), and Phase 4 (Days 46–60, Graduation) for Enterprise and Strategic merchants.
• Manage quality assurance across invoice accuracy, order fulfillment, SLA adherence, carrier performance, and overall merchant experience throughout the Hypercare window.
• Track and enforce graduation criteria for each assigned account, including a clean handoff brief covering open items, health score, expansion signals, relationship notes, and recommended next steps for the incoming lifecycle CSM.
• Lead Phase 1 escalation triage: own all P1 and P2 issues during the stabilization window, coordinating with Tier 2 Support to meet a <2-hour response target on critical escalations.
• Run daily checklists in Phase 1, including order import validation, tracking visibility, invoice accuracy, and fulfillment SLA adherence — flagging blockers proactively before merchants feel them.
• Partner with Implementations on outstanding technical items through Phase 3, and engage Sales for commercial adjustments or at-risk accounts as needed.
• Escalate Enterprise and P1-level issues to the Head of CSM and VP of CS within defined SLAs; document all escalations in HubSpot and the Handoff Brief.
• Deliver the full merchant education curriculum across the Hypercare window: Welcome Pack (Day 1), Portal Walkthrough Guide (Day 5), Invoice & Billing Explainer (Phase 2), and Order Status & Tracking Guide (Phase 2).
• Lead the Phase 2 Orientation Call and Phase 3 QBR (Hypercare Edition), including expansion readiness conversations and Onward Package Protection or OpenBorder/IEAS coverage where applicable.
• Introduce the lifecycle CSM formally during the Phase 2–3 transition and ensure they are prepared to take full ownership at graduation.
• Update HubSpot Hypercare fields weekly: health score (Green/Yellow/Red), phase completion dates, graduation status, and revenue milestone tracking.
• Own the At-Risk Merchant Protocol when health scores deteriorate: document root cause, engage lifecycle CSM, notify CS leadership, and pause graduation timelines until health recovers.
• Contribute to Q2 program KPIs: 100% enrollment rate, ≥90% graduation rate, <5% early churn, Phase 1 P1 close rate ≥95%, and NPS ≥35 at graduation.
• Identify patterns from Hypercare data — billing confusion, routing failures, tracking gaps, integration failures — and translate them into playbook improvements and proactive onboarding materials.
• Collaborate with the broader CS team to share learnings and refine the tiered framework across Enterprise, Strategic, and Growth segments.
• Support the Australia market risk reduction initiative, ensuring all Australian merchants receive Strategic/Enterprise-level coverage with validated price cards, invoice clarity, and a confirmed carrier mix of 2–3+ carriers before graduation.

Implementations Engineer

Hypercare Manager