Implementation Manager - Pulsate

Implementation Manager

Location: USA (Remote)

Company Overview: Pulsate is a leading Mobile Engagement Platform tailored for Financial

Institutions. Our platform enables personalized, real-time, and proactive messaging to customers,

ensuring that financial decisions are made with the institution top of mind. In a nutshell: we build

tech that drives personalization and growth for financial institutions. Backed by industry

experts, we have established partnerships with numerous credit unions and community banks

across the United States.

Position Overview: The Implementation 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.

• Configure platform settings and integrations for new clients.

• Develop, refine, and document onboarding workflows.

• Perform platform configurations to enable onboarding without extensive developer involvement.

• Ensure clear ownership of project management for implementations.

1. Partner and Platform Integrations

• Coordinate technical aspects of partner integrations.

• Act as a liaison between clients, partners, and internal technical teams.

• Monitor and optimize platform performance.

1. Customer Support and Technical Troubleshooting

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

• Troubleshoot and resolve technical challenges.

• Maintain detailed documentation of resolutions and best practices.

1. Platform Maintenance and Optimization

• Perform routine platform maintenance.

• Proactively identify and address potential platform risks.

• Provide actionable insights for platform improvements.

1. Communication and Collaboration

• Act as a liaison between clients and internal teams.

• Deliver regular updates to stakeholders on client onboarding progress.

• Foster cross-team collaboration.

Required Skills and Qualifications:

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

• Familiarity with ticketing systems and SaaS platforms.

• Strong organizational skills and exceptional attention to detail.

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

• Excellent problem-solving skills and communication abilities.

Nice to have Skills:

• Familiarity with cloud-based infrastructure, particularly AWS.

• Experience working with NoSQL databases.

• Basic knowledge of querying databases and analyzing log systems.

What We Offer:

• Competitive pay and a remote-first workforce.

• Professional development opportunities.

• Flexible working arrangements.