You will lead a specific implementation competency (e.g. NetSuite integrations, API integrations, iframe integration, PO Matching, etc.) and be responsible for working with the product team to provide product feedback, help drive new product features, assist with training implementation team, documenting implementation best practices, etc. In addition you will assist leadership the team with customer escalations as well as assist with mentoring/coaching new team members.
Offer world-class service to our customers.
Be committed to customer success and serve as the customer"s advocate within our client.
Work with internal/external customer teams to assess business and implementation risks, guide the technical integration process, assist with technical problem solving, and manage internal resources to resolve various customer issues.
Use your technical skills in web applications (e.g. HTML/CSS, iframe, etc) and web services API"s (e.g. SOAP, REST, etc.) to integrate our products and help in resolution of customer issues.
Coordinate project timelines, tasks, and development efforts with both the internal engineering team and customer teams to manage implementation projects and ensure we keep customers on plan and on schedule.
Help improve internal processes and systems for more efficient customer interactions.
Develop repeatable and scalable processes to improve project quality and delivery
Share product feedback with Product and Engineering teams to help improve the product.
Contribute to the internal knowledge base so you can share lessons learned with other resources.
B.S. in Computer Science, Information Systems or related field.
6+ years of hands-on implementation experience with SaaS applications.
3+ years of hands-on experience with implementing and/or integrating with ERP applications such as Netsuite, Quickbooks, Intaact, etc with focus on Accounts Payable functionality (procure to pay)
Ability to lead workshops, including the gathering/documenting of requirements and use-cases and recommendation of envisioned processes.
Relevant account and customer management experience.
Strong analytical, creative thinking and problem solving skills.
Excellent communication, project management, and multi-tasking skills.
Detail oriented and well organized.
Ability to work in a fast-paced, deadline-driven start-up environment.
Passionate about customer service and helping others.
Occasional telecommuting permitted.
Experience with payment systems and/or working at a Fintech company.
Experience in working with Ticketing Systems (Zendesk, JIRA, etc.) and CRM systems (Salesforce).
Experience with Compliance and regulatory processes.