Customer Implementation Specialist at SoluGrowth Pty Ltd

Key Responsibilities:

• Acts as the key focal point for the Customer, maintaining close customer relationships during implementation and being the voice of the customer inside the organization.
• Leads assigned delivery projects to ensure contractual objectives, project milestones and revenue goals are met.
• Ensures resolution of day-to-day technical/operational issues related to assigned delivery projects.
• Proactively tracks project & task updates, maintaining a constant line of communication with all stakeholders involved, anticipating potential bottlenecks or delays to the project timeline.
• Applies Project Management practices and guidelines to maintain a high quality of delivery across all endeavours.
• Acts as a coach for our new clients. Supporting them in implementing our products in the correct way, ultimately supporting our clients in their strategic goals.
• Creates and maintains project documentation throughout every step of the project, in accordance with the Delivery Model.
• Acts as a Subject Matter Expert on the delivery process of Open Finance products and services.
• Identifies areas of improvement and implements changes and training opportunities.
• Secures high levels of customer satisfaction and retention.
• Handles multiple external customer projects and internal workflows in parallel.
• Provides input on how to enhance practices, infrastructure, and tools to support customer implementation.
• Ensures best practices, past delivery project lessons learned, and market insights/intelligence that are gathered during product delivery pilot, launch and operations, are reviewed with Product teams and reflected in future delivery process enhancements.
• Develops quantitative & qualitative reports.

Education:

• Bachelor’s degree in any of the following: Information Technology, Computer Science, Exact Sciences or Business.

Experience:

• 5-7 years of experience in the Payments industry or in another IT or FinTech ecosystem, with a focus in API solution environment, payments, and/or eCommerce solutions.
• Substantial technical client-facing project management experience is a must.
• Good knowledge in payment transaction processing, digital ecosystem and industry business principles.
• A strong knowledge or experience in working with Open Banking.
• Good understanding of the 4-party model and the full transaction lifecycle for Mastercard brands.
• Technical expertise regarding API (coding, troubleshooting, logs analysis) is a plus