Implementation Manager

**Our Business**

FISPAN is an Enterprise SaaS FinTech start-up that allows for banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred operational software. Founded in 2016 by respected and renowned entrepreneur Lisa Shields, FISPAN is on a mission to create the best product in the FinTech industry, and fundamentally change the way that companies bank. Being the market leader in ERP-banking, we work with the world’s Tier 1 banks with assets exceeding up to $3T, including J.P. Morgan Chase.

With our rapid growth and global expansion, we are looking for dynamic and passionate individuals to join our team and inclusive culture. FISPAN recognizes that the differences in each of us is what makes FISPAN a different kind of business. Being a Vancouver based start-up, our modern and scenic office is located in downtown’s historic Marine Building.

The interview process for this position will be entirely remote, and we are open to remote work options.

**Key Responsibilities**
- Project Planning and Execution
- 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
- 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.
- Proactively identify and mitigate significant risks, unknowns, and hindrances to implementation plans
- Develop repeatable and scalable processes to improve project quality and delivery
- Manage several concurrent projects of differing sizes and complexity
- Build and maintain effective partnerships with key cross-functional leads
- Act as the point of contact in managing all planning and implementations through heavy engagement with the client
- Coordinate and report on implementations timelines, tasks, deliverables, and status’ with both internal and client project teams
- Implementation of Bank Onboards
- Post contract overview sessions and communication workflow mapping
- Build the customer support process and supporting training material and articles
- Contribute to the internal knowledge base so you can share lessons learned with other resources
- Stay up to date on product knowledge and the functionality of product features
- Support with End-User Training and Onboarding
- Train and onboard new pilot end-users to the platform
- Perform connectivity and configuration back-end testing
- Assisting in shaping the customer relationship
- Establish documentation for onboarding support and training additional customer support personnel
- Helping to provide support on issues and requests for pilot end-users to ensure the pilot project’s success (pilot will be defined at the beginning of the project)
- Share product feedback with Product and Engineering teams to help improve the product
- Gather, document and verify customer solution requirements using detailed meeting notes, checklists & intake forms

**What you need**
- Education: Diploma in Business Administration or equivalent
- Experience: At least 5 years Project Management Experience
- Able to maintain high-quality service delivery and documentation
- Self-driven, and able to work independently and with a team
- Ability to work in a fast-paced, deadline-driven start-up environment
- Strong Communication skills (both written and oral) and presentation capabilities, with an ability to articulate complex technical information clearly
- Strong analytical skills to solve and model complex business requirements and make recommendations on best practices

**Preferred Requirements**
- Experience with Project Management tools such as GuideCX
- Experience with Payments and API Integrations
- Experience with Accounting Systems

**Why Work With Us?**
- Experienced team

Our CEO’s previous venture, Hyperwallet, was purchased by Paypal and ranks as one of the largest Canadian acquisitions All of our Co-Founders are seasoned professionals within their field. Join our team to build your network and engage in mentorship opportunities.
- Start-Up Environment

FISPAN’s start-up nature implies autonomy and leadership over projects. Our employees hold a higher level of responsibility and are presented with various hands-on opportunities from the get-go. We want our team to reach their full potential and career aspirations.
- Rich Culture

We understand that personal growth happens on multiple levels, which is why we encourage a work-life balance to have family time, explore new ideas and develop hobbies. At FISPAN, you can also expect various (virtual) compan