Job descriptionWe're looking for a talented
Implementation Consultant to join ePayPolicy! You will be responsible for project managing new product implementations and delivering best-in-class onboarding experiences to our growing customer base. You'll be responsible for delivering a high standard of customer experience and driving sustainable, long-term customer adoption of ePayPolicy's digital payment platform. This customer-facing role requires stellar relationship management, problem-solving, training skills and technical troubleshooting to drive value outcomes for customers.
In this role, you will:- Initiate the project life cycle ownership to provide successful, efficient implementation and onboarding experiences for customers.
- Establish a rapport with customers, gain an understanding of their needs, and successfully guide them through the account setup and software implementation process launching them towards self-sufficiency and taking payments.
- Work closely with ePayPolicy's Sales, Product, Support, Integrations and Account Management teams to ensure seamless handoffs and internal communication that drives long-term customer adoption, retention, and satisfaction.
- Communicate implementation progress to internal teams and customers on a regular basis; identify and promptly raise any issues or delays as they arise with a mindset towards problem-solving and work with a sense of urgency to resolve.
- Independently oversee and manage multiple customer implementation projects in parallel and ensure all deliverables are achieved on time.
- Document onboarding projects in an organized and transparent way and be able to present progress of all accounts to leadership.
- Develop, execute, and improve upon customer onboarding playbooks and processes to eliminate internal inefficiencies.
- Implement best practices for tracking and monitoring metrics on the success of customer implementations to streamline key processes and make informed decisions about operational changes.
- Work closely with dev & product teams to provide insight into what customers' needs are in order to prioritize implementation tasks.
What you bring:- 3+ years' experience in onboarding, implementation, or technical project management role, preferably within an enterprise SaaS company
- First-hand experience working with large enterprise accounts and knowledge of the Insurtech industry is a BIG plus.
- PMP certification preferred.
- Sufficient technical aptitude to quickly learn ePayPolicy's applications and the business rules that govern insurance and payments to understand the context for integrations with customer systems.
- Strong customer focus and solutions-oriented mindset.
- Ability to independently manage multiple onboarding projects concurrently while addressing each customer's specific needs.
- Extensive experience using project management and customer relationship management systems such as Salesforce, Taskray, and Trello
- Strong training delivery and presentation skills with an ability to earn the trust of customers.
- Desire to exceed goals and achieve results; satisfaction derived from meeting deadlines and finishing projects.
- Strong organizational skills and a relentless attention to detail.
- Excellent written and verbal communication skills.
- Rolls up their sleeves, responds quickly and decisively, is flexible and open to change, and can productively work with the team to achieve company objectives.
- Thrives in the fast-paced, dynamic start-up environment inherent to a high-growth technology company like ePayPolicy
Why ePayPolicy- Competitive salary
- Comprehensive benefits package with employer-paid basic life and disability premiums
- 401K
- Flexible Paid Time Off Policy (FTO)
- Company-sponsored quarterly "ePayItForward" initiatives
- Supportive and inclusive company culture with a focus on work/life balance
- Fully-stocked kitchen
- Lunch stipend when working onsite
- Open communication (We won't box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let's talk about it. We value everyone's ideas and opinions.)
- Huge opportunity for growth
We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.
