Implementation Specialist

6 months ago

Vancouver, Canada VoPay International Inc. Full time

**About VoPay International Inc.**

**Company Culture**

We believe in growing with the company and promoting from within. Each individual here is driven and ambitious, while being part of a united and supportive team. We work hard to realize our vision for the future.

**Company Values**

We believe in integrity first. Being in the financial sector means it is critical that we are 100% trusted by our clients. We dedicate effort, resources, and time to making sure we comply with all regulatory requirements and beyond. Our foundation is further built on innovation, agility, teamwork, and respect.

**Why join VoPay?**
- Ambition: Do you want to be part of a success story?
- Product: Anyone knows that the quality of the product is critical to a company’s success. Our product is innovative, well rounded, and in-demand.
- People: Each person on our team is both driven and supportive of their colleagues. You can’t ask for a better combination.
- Benefits: We cover all premiums for you and your dependents, and our benefits include Life Insurance, Accidental Death & Dismemberment, Extended Health & Dental and an Employee Assistance Program (EAP).

**The Opportunity**

You are a passionate individual with strong communication skills and a technical background who thrives in a fast-paced, customer-centric and entrepreneurial environment. You are highly motivated, results-oriented and have a proven track record of impressing customers and achieving targets. As an Implementation Specialist your responsibilities are vital to VoPay’s success in achieving our customer and partner satisfaction and growth goals.

As an Implementation Specialist at VoPay, you will be working with new customers focusing on getting them operational in a quick, efficient, and compliant manner while ensuring they extract the maximum business impact from VoPay’s Banking as a Service technology. To deliver exceptional customer satisfaction, you will take a vested interest in the customers business processes, educating yourself on their unique needs and ensuring VoPay addresses as many of those as possible, as you shepherd them through the critical onboarding process.

Your role doesn’t end once the customers is active, instead you will pivot to focusing on continued success by surveying the customers, providing them new & useful materials on the Banking as a Service solutions, and will be the first point of contact addressing and triaging customer support inquiries.

**Duties and Responsibilities**
- Oversee the entire onboarding process of a rotating portfolio of customers. This requires a working knowledge of our platform and technology, how to get them set up and the ability to troubleshoot and correct issues;
- Proactively coordinate with both the customer and internal staff to ensure timelines are met;
- Coordinate and deliver training sessions to ensure confidence in the platform and to cultivate customer satisfaction;
- Maintain customer and partner onboarding status in our CRM for cross-department transparency;
- Conduct virtual reviews with partner and enterprise clients after 2 weeks, 6 weeks, 3 months, 6 months and then every 6 months;
- Send client satisfaction survey to all clients on completion of onboarding;
- Ensure help desk queries are monitored and promptly replied to - set KPIs for this and ensure they are reached;
- Ensure that learning is taken from help desk queries, onboarding materials are updated, and development fixes as made as appropriate;
- Contribute to the creation of educational content;
- Maintain a technical resource library by ensuring we have all materials necessary for effective client onboarding and these materials are updated as needed (i.e. current materials include tutorials, short video demos, question type notes, other materials we will need include full training recording);
- Drive customer loyalty and product adoption through a variety of mediums, including webinars;
- Provide excellent support and ensure a high retention rate.

**Skills and Qualifications**
- Bachelors degree (B.A.) preferably in a technical, communications, or business related discipline.
- Proven ability to make successful presentations to individuals and/or groups at all organizational levels.
- 2+ years relevant work experience in a customer-facing, customer success, account management or strategic role in a SaaS or financial services organization;
- Impeccable written and verbal communication and interpersonal skills;
- A positive attitude and ability to excel under pressure
- Ability to maintain a high level of client retention and satisfaction;
- Capable of working independently and cross-functionally, multitasking;
- Knowledge of the Banking as a Service solutions and a passion for technology;
- Technical/Documentation writing skills is a benefit;
- The ability to manage multiple projects simultaneously with shifting priorities and constant deadline is a benefit;
- High level of proficiency in Google Suit

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