Implementation and Client Experience Manager

The Integration and Client Experience Manager plays a critical role in ensuring seamless client onboarding, exceptional customer support, and optimized platform performance. Acting as a bridge between clients, partners, and technical teams, this role delivers efficient solutions, fosters collaboration, and contributes to the continuous improvement of our platform. This position requires a hands-on, detail-oriented professional who thrives in a dynamic fintech environment.

Key Responsibilities

1. Client Onboarding and Implementations

• Manage and streamline client onboarding processes to ensure timely and successful outcomes.

• Configure platform settings and integrations (e.g., APIs, SFTP processes) for new clients.

• Develop, refine, and document onboarding workflows to enhance efficiency and scalability.

• Perform platform configurations (soft coding) to enable onboarding without extensive developer involvement.

• Ensure the Product Lead works closely with the CS team to develop knowledge, documentation, and training resources for new products.

• Establish clear ownership of end-to-end project management for single FI implementations and onboarding to prevent inefficiencies and lack of coordination.

• Own the coordinated project plans for multi-product implementations, ensuring:

  • Defined milestones.

  • Calendar coordination.

  • Timely internal and external updates.

  • Alignment of the right individuals (both FI and Pulsate) on the appropriate calls for specific discussions throughout the project lifecycle.

2. Partner and Platform Integrations

• Coordinate and oversee technical aspects of partner integrations to ensure seamless operation.

• Act as a liaison between clients, partners, and internal technical teams to facilitate effective communication and solutions.

• Monitor and optimize platform performance, proactively addressing potential risks and technical challenges.

• Collaborate with clients to manage SFTP and other integrations, ensuring seamless coordination with the Product Lead.

3. Customer Support and Technical Troubleshooting

• Serve as the primary point of contact for all customer support inquiries.

• Troubleshoot and resolve technical challenges, such as platform configuration issues, data discrepancies, or software bugs.

• Maintain detailed documentation of resolutions, workflows, and best practices.

• Collaborate with Product and Engineering teams to resolve complex technical issues and recommend platform enhancements.

4. Platform Maintenance and Optimization

• Perform routine platform maintenance, including PEM certificate updates, log monitoring, and configuration updates.

• Proactively identify and address potential platform risks to ensure consistent performance.

• Provide actionable insights and recommendations for platform improvements based on client feedback and performance metrics.

5. Communication and Collaboration

• Act as a liaison between clients and internal teams, translating client needs into actionable technical tasks.

• Deliver regular updates to stakeholders on client onboarding progress, support resolutions, and platform performance.

• Foster cross-team collaboration to refine processes and achieve exceptional client outcomes.

• Partner with Sales, Product, and Engineering teams to align customer needs with internal solutions.

Required Skills and Qualifications

• 5+ years of experience in client-facing roles, customer support, technical integrations, or SaaS product operations.

• Proficiency in troubleshooting APIs, managing SFTP processes, and performing platform configuration tasks.

• Familiarity with ticketing systems (e.g., Jira Service Management, HubSpot) and SaaS platforms.

• Strong organizational skills and exceptional attention to detail.

• Excellent problem-solving skills and communication abilities.

  
  

Preferred Skills

• Hands-on experience with Ruby on Rails, ReactJS, or NodeJS.

• Familiar with cloud-based infrastructure, particularly AWS.

• Experience working with NoSQL databases (e.g., MongoDB).

• Basic knowledge of querying databases and analyzing log systems.