Job Description

Customer Onboarding - Support Engineer

As an Onboarding and Support Engineer, you will work with our new customers to ensure the successful implementation of industry-leading payment system. As a member of the Customer Success team, you will play a pivotal role in the project management, and delivery of implementation and integration services. You will participate in a portfolio of onboarding projects with a diverse set of customers, and as the first touch point in a customer’s experience, you will be a critical player in driving long-term customer success and demonstrating the value of our solutions.

To be successful in this role, the Onboarding and Support Engineer will work across departments, including Sales, Customer Success and Product Management, bringing customer objectives to fruition through cross-departmental collaboration and communication. The ideal candidate has experience in SaaS, strong communication skills and attention to detail, with an outstanding aptitude for applying technology to achieve business results. This is a rare opportunity to join a fast-growing company with an open and collaborative work environment, where you can play a key role in promoting customer success for one of the most important times of the customer lifecycle.

Responsibilities:

  • Understand and translate customer business goals into successful project plans during initial onboarding
  • Manage a portfolio of customer implementation projects
  • Become an expert on the company platform
  • Assist customers to navigate the technical aspects of the onboarding process, including the implementation of ETL languages like Perl, VBA, Python, JavaScript or similar
  • Knowledge of Database querying tools and techniques- SQL, T-SQL, Oracle
  • Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis
  • Advocate and assist in the prioritization of new customer features and product enhancements, influencing product roadmap
  • Collaborate with Sales, Sales Engineering, and Customer Success to ensure smooth hand-offs before and after onboarding
  • Assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period

Qualifications:

  • 3+ years of experience in a customer-facing or project management role for a technology company (preferably SaaS)
  • Bachelors degree or the equivalent
  • Proven ability to manage a portfolio of accounts with keen prioritization and multi-tasking abilities
  • Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy, in the same conversation
  • Strong technical aptitude and a drive to learn
  • Respect processes but be adaptable through change

Preferred:

  • Solid technical background with working knowledge of databases, SQL, HTML, JavaScript, and other web related languages

 

Application Instructions

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