Project Executive

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.