Implementation Specialist

Fourth is the world's largest and fastest-growing global leader of end-to-end restaurant and hospitality management technology solutions. We pride ourselves on delivering a world-class SaaS experience for our clients by building long-term partnerships starting from the first phone call. We know our recipe for success at Fourth is our amazing team... and that starts with hiring the right people!

Interested in joining our smart, fun, and talented team?

Position Overview

The Implementation Specialist ensures the successful onboarding and adoption of our Fourth solutions. As the customer's primary point of contact, the role is responsible for system configuration, customer training and support, driving operational readiness, and ensuring a high-quality experience that maximizes employee adoption.

Working closely with customers and internal teams, the Implementation Specialist establishes strong project foundations, identifies risks early, and drives implementation efficiency, customer confidence, and long-term value.

Primary Responsibilities
Own customer onboarding, making sure customers are ready for implementation and clearly understand what's expected of them.

• Work directly with customers to facilitate the design and configuration of Fourth solutions that meet business needs, using best practices for setup, training, and third-party integrations.
• Assess customer readiness early and communicate any risks, gaps, or dependencies so projects start on a solid footing.
• Coordinate with third-party vendors to support integrations and help remove blockers that could delay implementation.
• Partner closely with Project Managers and technical specialists during the early stages of implementation to keep projects moving efficiently.
• Share product knowledge, industry best practices, and practical guidance to help customers prepare for the implementation and adopt Fourth's solutions.
• Support customers through early change management activities to help drive adoption and maximize value from the platform.
• Act as the customer's main point of contact during the implementation phase, responding to questions and helping resolve issues quickly, with a focus on data collection and validation.
• Contribute to customer-facing knowledge-based articles and solution documentation to support self-service and best-practice adoption.

Key Skills and Competencies
Experience working directly with customers to understand requirements and solve problems through practical, technical solutions.

• Strong ability to quickly assess customer needs and design effective processes using prior experience and industry best practices.
• Self-motivated and able to work independently, managing priorities and delivering to agreed timelines with a proactive approach
• Configure solutions and guide customers through system setup, validation, and go-live readiness
• Detail-oriented, organized, and quality-driven, with a strong focus on accuracy and standards of excellence.
• Proactively manage implementation timelines, risks, and dependencies to ensure successful and timely delivery
• Comfortable working collaboratively within a team while maintaining ownership and accountability for individual deliverables.
• Professional, approachable, and adaptable, with a flexible mindset in a fast-paced environment.

Preferred Experience and/or Qualifications
3-5 years of experience in a customer-facing role such as implementation, onboarding, consulting, professional services, or technical support within a SaaS or technology environment.

• Prior experience working with workforce management, payroll, finance, or hospitality industry is an advantage
• Demonstrated ability to guide customers through change and influence adoption of new processes or technology
• Confident with Excel, including the ability to utilize Pivot Tables, VLOOKUP/XLOOKUP, and data analysis techniques.
• Confident communicator with solid presentation and meeting-facilitation skills, comfortable leading discussions using tools such as PowerPoint and Microsoft Teams.
• Ability to manage multiple projects simultaneously while maintaining a high level of customer engagement
• Project or systems certifications (e.g. Agile, Prince2, ITIL or similar) are a plus.
• Fluent in written and spoken English; additional language skills are a plus.

Measures of Success

• Customer Readiness: Customers complete onboarding with confirmed readiness, clear responsibilities, and approved handover documentation.
• Implementation Efficiency: Early solution design, setup and accurate data collection and validation enable smooth project transition with minimal rework or delays.
• Reduced implementation friction through proactive planning and meeting SLAs for prompt customer response time
• Customer Experience & Value: Customers receive a positive implementation experience and demonstrate confidence and clarity in Fourth's implementation approach.

Environmental and Physical Demands

• Prolonged periods of computer-based work
• Role requires extensive participation in virtual meetings across U.S. time zones

Fourth Benefits

Unlimited PTO!
Medical, Dental, Vision Insurance!

401k Match!

Parental Leave

Laptop and equipment.

Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, & WA

Our Story

In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world's largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes-from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company's complete software-as-service (SaaS) solution suite, including scheduling, time & attendance, applicant tracking, training, inventory management/procurement, HR/benefits, and payroll services, now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.

Fourth is an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.