Job Role:<\/p>\n
\tAs an Implementation Specialist you will manage the daily operational support process between Flash and Partners.
\n\tYou will need to understand and display an interest in technical and operational systems, processes and procedures for effective issue resolution.
\n\tThis role requires strong communication skills with strong attention to detail and a desire to understand the systems and operations.
\n\tYou will be the key contact for Sales and Key Account Manager teams regarding product and onboarding processes<\/p>\n
Responsibilities:<\/p>\n
\tCommunicate resolutions, timelines, and expectations clearly and professionally to clients through strong written communication.
\n\tManage end-to-end projects for the onboarding of new products and services added to the API.
\n\tProvide training on new products and services to Key Account Managers (KAMs) and Sales teams.
\n\tCoordinate internal, closed-loop communication on partner-related issues to ensure alignment.
\n\tIdentify and recommend opportunities for automation, process improvement, and efficiency in onboarding and implementation workflows.
\n\tCollaborate with Sales and Technical teams to drive and support operational processes.
\n\tEscalate high-priority issues appropriately and manage client expectations effectively.
\n\tRespond promptly to all queries from Flash Corporate clients, ensuring a high level of service.
\n\tDiagnosing edge cases and escalating to the relevant stakeholders
\n\tActing as the owner of tier 1-2 challenges faced by partners assisting in debugging and fixing issues
\n\tFormalize onboarding structures and processes across internal teams for integration projects involving new clients\/customers.
\n\tCoordinate internal change management processes to support seamless client onboarding.
\n\tManage business-as-usual (BAU) enhancements related to onboarding and integrations.
\n\tFacilitate scoping and requirements sessions with internal teams and product managers for onboarding initiatives.
\n\tLead or support ad-hoc projects aimed at improving operational efficiency in onboarding and integrations.
\n\tProvide support for project initiation meetings on an as-needed basis.
\n\tConduct end-to-end testing of all API product offerings, as well as onboarding and implementation workflows.
\n\tEnsure API and onboarding documentation is regularly reviewed, updated, and maintained.<\/p>\n
Requirements:<\/p>\n
\t5 years\u2019 previous experience in customer support and client integrations (Onboarding and API\u2019s)
\n\t5 years\u2019 previous Project management experience.<\/p>\n
Required Knowledge \/ Technical Skills:<\/p>\n
\tStrong stakeholder management experience
\n\tInterest in Tech systems and willingness to learn how systems work
\n\tExperience with Customer Service and Support Tools
\n\tWorking exposure to internal and external APIs
\n\tProject management methodologies
\n\tAsana
\n\tFloat
\n\tFresh desk<\/p>\n
Competencies \/ Attributes:<\/p>\n
\tStrong Problem-solving skills
\n\tExperience\/understanding of developer platforms or supporting external development teams
\n\tUnderstanding of API architecture, REST conventions, tokens\/auth flows and error handling
\n\tcomfortable using testing tools (i.e. Postman, Insomnia etc.)
\n\tHighly organized and dependable
\n\tStrong attention to detail
\n\tHighly skilled at timekeeping
\n\tProactive \u2013 Identify frequent arising issues and suggest automation
\n\tAble to work under pressure and able to meet deadlines
\n\tSoftware support experience is not essential but ideal
\n\tExcellent communication skills (written and verbal)
\n\tExtreme ownership of tasks \/ completing what you start
\n\tA can-do attitude and natural ability to adapt in a dynamic environment.
\n\tStrong collaborative skills (team player)
\n\tInterpersonal skills<\/p>\n
Apply via company website ( ) or<\/p>\n
flash.mcidirecthire.com<\/p>\n
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