Onboarding Manager

IXOPAY

5d•Remote

About The Position

IXOPAY is looking for an experienced Onboarding Manager with a solid understanding of and hands-on experience with technology, integration design, project management and a strong customer focus. As an Onboarding Manager, you will be the primary point of contact for our customers through the design, development, testing and launch phases of their journey with the IXOPAY platform. Your focus will be on ensuring an exceptional experience throughout the onboarding process. In this role, you will have the opportunity to work on diverse projects that encompass various payment solutions. By leveraging your technical proficiency and business acumen, you will play a vital role in guaranteeing a smooth onboarding experience and maintaining open lines of communication with our customers and internal teams. The ideal candidate will be both consultative and technical.

Requirements

4+ years of experience in onboarding, customer success, or a similar role in a software or technology company
Strong understanding of the payments industry and/or related software solutions is a plus
Experience with API(s) and basic knowledge of software development highly preferred
Excellent communication and interpersonal skills, with the ability to build rapport with customers
Detail-oriented with strong organizational and time management skills
Proficient in using CRM and onboarding tools; experience with Salesforce, Planhat, JIRA is a plus
Experience working cross functionally with Sales, Product, Engineering and Support
Ability to create structure in ambiguous situations and design effective processes
Problem-solving mindset with the ability to troubleshoot technical issues effectively
You have a passion for always putting the customer first
Bachelor’s degree or equivalent experience in Business, Communications, or a related field

Nice To Haves

Preferred experience and understanding of the payments industry

Responsibilities

Serve as a consultative partner rooted in product and industry expertise to guide customers through their onboarding experience
Passionate about working with a wide variety of customers and having the opportunity to learn about many aspects of the payments industry
Manage onboarding process by leading customers through each step of the onboarding process, from initial setup to go-live, ensuring timelines and deliverables are met
Leverage project management and technical consulting skills to oversee high quality project delivery
Provide consultation on optimizing payment solutions, while collaborating with Product and Engineering to enhance the platform
Ensure above industry standard time-to-value for all customers
Remove blockers internally and act as the main liaison for new customers through relationship building and ensuring clear communication
Conduct training sessions for customers, providing comprehensive guidance on how to use our platform effectively
Create and maintain onboarding documentation, training materials and FAQ(s) to facilitate customer understanding and usage of the software
Work closely with sales, customer success and support teams to ensure a smooth handoff and continuous improvement of the onboarding experience