Manage end-to-end merchant onboarding and EPOS deployments, including project coordination, data and system setup, hardware verification, onsite or remote installation, merchant training, troubleshooting, post-deployment handoff, documentation, and process improvement.
Project Executive – Job Description
Department: Project Deployment / Operations
Project Operations
Merchant Onboarding
Deployment & Training
1. Role Purpose
The Project Executive is responsible for managing the end-to-end merchant onboarding and deployment process, ensuring that merchants are properly prepared, configured, trained, and supported to successfully adopt the EPOS system.
This role combines project operations, deployment coordination, technical setup verification, and merchant training to ensure smooth project execution, timely deployment, and a positive merchant experience.
2. Key Responsibilities
A. Project Operations & Coordination
- Manage new projects from order sheet receipt through preparation, deployment, and project completion.
- Review merchant information, product data, hardware requirements, and system configurations to ensure deployment readiness.
- Coordinate with Sales, Customer Success, Technical Support, and other internal stakeholders to resolve project dependencies.
- Track project milestones, timelines, and outstanding tasks to ensure deployments are completed within the agreed SLA.
- Identify potential deployment risks and escalate issues promptly with appropriate corrective actions.
B. System Setup & Deployment Readiness
- Perform or coordinate backend setup, merchant data entry, menu and product configuration, and QR code preparation.
- Verify hardware readiness, payment terminal requirements, system integrations, and relevant configurations before deployment.
- Conduct pre-deployment checks to identify data discrepancies, configuration errors, and technical issues before going onsite.
- Ensure all deployment prerequisites are completed and validated before confirming the deployment schedule.
- Maintain accurate project documentation and setup records.
C. Merchant Deployment & Training
- Conduct onsite or remote deployment of the EPOS system, including hardware installation, system configuration, and operational verification.
- Deliver structured merchant training on system operations, key workflows, hardware usage, and relevant features.
- Adapt training methods to the merchant's operational needs and ensure users can perform essential tasks independently.
- Validate key workflows through testing and obtain merchant confirmation of deployment readiness.
- Maintain professionalism, clear communication, and a customer-centric approach throughout the deployment.
D. Post-Deployment Support & Handover
- Follow up with merchants after deployment to confirm system stability and operational readiness.
- Troubleshoot basic hardware, software, configuration, and usage issues within the role's scope.
- Coordinate with the relevant technical or support teams to resolve outstanding issues.
- Ensure proper handover to Customer Success or the designated support team when required.
- Complete deployment documentation, outstanding task tracking, and project closure within the defined timeline.
E. Quality Assurance & Process Improvement
- Adhere to standard operating procedures and deployment quality requirements.
- Identify recurring onboarding issues, deployment delays, and process inefficiencies.
- Contribute to knowledge sharing, product refreshers, incident reviews, and internal training.
- Recommend improvements to reduce project lead time, prevent deployment errors, and improve merchant satisfaction.
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