Field Integrated Solutions Implementation Specialist

About the role

Join our Xplor Pay vertical as a Field Integrated Solutions Implementation Specialist to make a real impact every day. Reporting into the Director, Field Integrated Solutions (FIP), this position is responsible for helping new customers get their business optimally set up on their platform(s), trained on its use, and ensuring their onboarding journey is as easy and simple as possible.

In this role, you will provide high-quality service to small to medium-sized businesses across all industries (e.g., restaurants, retailers, professional services) via various communication platforms, including phone and email. You will manage post-sales processes for merchants using strong product knowledge, relationship-building, and project management skills while upholding Xplor Pay's values. You will be on the frontlines of driving adoption for new and existing merchants.

Responsibilities

• Coordinate internally between Sales, Onboarding, Activations, Support, Product, and 3rd Party Vendor teams to provide customers with a single point of contact.
• Act as a trusted advisor for new and existing merchants by guiding them through the implementation and adoption of the full Xplor Pay product suite.
• Collaborate with pre-sales (FIP) and sales teams (Direct) during the customer’s transition to the post-sales team.
• Work with the data team to migrate data from other systems during initial onboarding.
• Project manage the customer's schedule and onboarding timeline according to the go-live date.
• Coordinate and communicate with customer and installer expectations to ensure a smooth installation and onboarding.
• Proactively outreach to assigned customers regarding any known product issues or updates.
• Simultaneously manage multiple customer implementations and prioritize effectively to ensure on-time go-lives that meet all customer specifications.
• Exercise attention to detail and technical proficiency to ensure successful implementations.
• Become a subject matter expert in applicable software, equipment, and system functionalities.
• Work closely with sales and product support teams to successfully resolve escalations during the installation process.
• Stay current on new product enhancements and updates, applying necessary changes to the installation and training process.
• Work across internal teams to address issues or gather information necessary to support a successful installation and improve processes.
• Oversee and/or load merchant menu builds into applicable POS as defined by the customer, as required.
• Educate merchants on applicable software system functionality by providing a complete overview of system capabilities and benefits.
• Provide technical guidance to help customers use the system successfully.
• Guide the customer and onsite installation team (where applicable) through the installation of software and equipment.
• Perform test transactions and train merchants on Virtual Terminal to confirm payment set-up is operating successfully.
• Educate customers on how to access the Merchant Portal and provide a high-level walkthrough, explaining Merchant Compliance programs (PCI/SAQ) and how these are supported.

Requirements

• Minimum of 2 years of related experience providing technical and customer implementation support, preferably in the technology/SaaS industry, utilizing omni-channel communication.
• High School Diploma required; College Degree preferred.

Desired Qualifications

• 1-2+ years of experience in an onboarding or implementation role, ideally in a similar SaaS or technology business.
• 1+ year of project management and workflow management skills.
• 1+ year of experience using a CRM to manage the onboarding/implementation process, ideally Salesforce.
• Technical aptitude – quick to learn new software and proficient with data work.
• Experience working independently – willing to experiment, escalate, learn, and communicate to ensure the job gets done well.
• Knowledge of Xplor Pay-powered Xplor BMS and 3rd party products offered by Xplor Pay.

Competencies

• Forward Thinking – Anticipates how individuals and groups will react to situations and information and plans accordingly. Anticipates consequences and prepares contingency plans. Notices trends and develops plans to prepare for opportunities or problems.
• Drives Performance – Develops challenging but achievable goals. Maintains commitment despite obstacles. Finds ways to measure performance against goals. Creates momentum and drives behavior change when necessary.
• Adaptability – Adapts to new ideas and initiatives across a wide variety of issues or situations. Adjusts interpersonal style to diverse individuals and groups. Supports major changes that challenge traditional ways of operating.
• Fosters Teamwork – Assumes additional responsibilities to facilitate team goals. Seeks input from other team members. Shares all relevant information with others.
• Open + Transparent Communication – Recalls others' main points and checks understanding. Elicits feedback and maintains consistent communication.
• Technical Expertise – Completes common tasks with guidance. Reads standard documents to extract key information. Assists the team in carrying out complex tasks.

Pay

The average base salary pay range for this position is $60,000 to $80,000. May be considered for a discretionary bonus.

Schedule

This is a 100% remote position available to candidates located in the U.S., excluding Hawaii and Alaska.

Benefits

• Paid Parental Leave benefit programs.
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community.
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program.
• Access to free mental health support.
• Flexible working arrangements.

About Xplor

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. Our platform delivers secure, transparent, fast, and accurate payments.

More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering experiences that matter most. Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.

Our five core values guide us from how we hire and recognize our team members to how we interact with our customers day-to-day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome