Implementation Consultant

Job Description

We're looking for a talented Implementation Consultant to join ePayPolicy! You will be responsible for project managing new product implementations and delivering best-in-class onboarding experiences to our growing customer base. You’ll be responsible for delivering a high standard of customer experience and driving sustainable, long-term customer adoption of ePayPolicy’s digital payment platform.

• Initiate the project life cycle ownership to provide successful, efficient implementation and onboarding experiences for customers.
• Establish a rapport with customers, gain an understanding of their needs, and successfully guide them through the account setup and software implementation process launching them towards self-sufficiency and taking payments.
• Work closely with ePayPolicy’s Sales, Product, Support, Integrations and Account Management teams to ensure seamless handoffs and internal communication that drives long-term customer adoption, retention, and satisfaction.
• Communicate implementation progress to internal teams and customers on a regular basis; identify and promptly raise any issues or delays as they arise with a mindset towards problem-solving and work with a sense of urgency to resolve.
• Independently oversee and manage multiple customer implementation projects in parallel and ensure all deliverables are achieved on time.
• Document onboarding projects in an organized and transparent way and be able to present progress of all accounts to leadership.
• Develop, execute, and improve upon customer onboarding playbooks and processes to eliminate internal inefficiencies.
• Implement best practices for tracking and monitoring metrics on the success of customer implementations to streamline key processes and make informed decisions about operational changes.
• Work closely with dev & product teams to provide insight into what customers’ needs are in order to prioritize implementation tasks.

What You Bring

• 3+ years’ experience in onboarding, implementation, or technical project management role, preferably within an enterprise SaaS company.
• First-hand experience working with large enterprise accounts and knowledge of the Insurtech industry is a BIG plus.
• PMP certification preferred.
• Sufficient technical aptitude to quickly learn ePayPolicy's applications and the business rules that govern insurance and payments to understand the context for integrations with customer systems.
• Strong customer focus and solutions-oriented mindset.
• Ability to independently manage multiple onboarding projects concurrently while addressing each customer's specific needs.
• Extensive experience using project management and customer relationship management systems such as Salesforce, Taskray, and Trello.
• Strong training delivery and presentation skills with an ability to earn the trust of customers.
• Desire to exceed goals and achieve results; satisfaction derived from meeting deadlines and finishing projects.
• Strong organizational skills and a relentless attention to detail.
• Excellent written and verbal communication skills.
• Rolls up their sleeves, responds quickly and decisively, is flexible and open to change, and can productively work with the team to achieve company objectives.
• Thrives in the fast-paced, dynamic start-up environment inherent to a high-growth technology company like ePayPolicy.

Why ePayPolicy

• Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Flexible Paid Time Off Policy (FTO)
• Company-sponsored quarterly “ePayItForward” initiatives
• Supportive and inclusive company culture with a focus on work/life balance
• Company-sponsored fully-stocked kitchen
• Lunch stipend when working onsite
• Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
• Huge opportunity for growth

Schedule

We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.