Position Overview
The Sales & Implementation Coordinator serves as the operational bridge between our sales team, payment processors, hardware providers, and field technicians. This fast-paced, high-impact role ensures a seamless transition from deal submission through installation and early-stage customer success. The ideal candidate is highly organized, detail-oriented, and comfortable managing multiple moving parts across departments and external partners.
Key Responsibilities
- Deal Intake & Documentation
- Review submitted deals from the sales team for accuracy and completeness.
- Ensure all required documents, including signed order forms, agreements, and supporting materials, are received and properly saved to CRM.
- Maintain deal tracking and reporting via CRM and communicate status updates to relevant stakeholders.
- Application & Onboarding Coordination
- Submit new merchant applications to backend processors.
- Track the progress of underwriting and onboarding to ensure timely completion.
- Serve as the main liaison between internal teams, processors, and the customer during this stage.
- Proactively resolve issues or missing documentation that could delay approval or setup.
- Installation Scheduling & Coordination
- Forward approved site details, VAR sheets, and site surveys to the hardware provider.
- Coordinate with technicians, hardware vendors, and customers to schedule installation dates and times.
- Maintain and oversee the company's installation calendar.
- Arrange hardware shipments and confirm delivery prior to the scheduled installation.
- Pre-Install Readiness
- Verify that all necessary hardware, software, and networking equipment are dispatched and received.
- Confirm that field techs, remote support staff, and customers are aligned on installation logistics.
- Ensure technical support resources are assigned and available on the scheduled date.
- Post-Installation Follow-Up
- Conduct courtesy calls to merchants after installation to confirm satisfaction and address any immediate issues.
- Document merchant feedback and report any open concerns to the technical or customer success teams.
- Facilitate the handoff of the merchant account to the Customer Success team approximately 30 days post-installation, ensuring all technical and processing aspects are stable.
Skills & Qualifications
- 2+ years experience in project coordination, implementation, or operations (preferably in payments, POS systems, or SaaS).
- Strong organizational /and time-management skills with the ability to manage multiple projects simultaneously.
- Excellent communication and interpersonal skills for working with both customers and internal teams.
- Proficiency in CRM and project management tools (e.g., Salesforce, Asana, Notion, etc).
- Basic understanding of POS systems, payment processing, or retail technology preferred.
- Familiarity with convenience store and gas station operations preferred.
- Trilingual (English, Gujarati, Hindi) required.
- Attention to detail and ability to document and track milestones accurately.
Performance Metrics
- Average time from deal submission to installation.
- On-time installation rate.
- Merchant satisfaction (post-install follow-up score).
- Reduction in rework or missing documentation incidents.
- Smooth handoff rate to Customer Success with minimal open issues.
