Implementation Specialist (Western Cape) at Flash Group

Job Role:

• As an Implementation Specialist you will manage the daily operational support process between Flash and Partners.
• You will need to understand and display an interest in technical and operational systems, processes and procedures for effective issue resolution.
• This role requires strong communication skills with strong attention to detail and a desire to understand the systems and operations.
• You will be the key contact for Sales and Key Account Manager teams regarding product and onboarding processes

Responsibilities:

• Communicate resolutions, timelines, and expectations clearly and professionally to clients through strong written communication.
• Manage end-to-end projects for the onboarding of new products and services added to the API.
• Provide training on new products and services to Key Account Managers (KAMs) and Sales teams.
• Coordinate internal, closed-loop communication on partner-related issues to ensure alignment.
• Identify and recommend opportunities for automation, process improvement, and efficiency in onboarding and implementation workflows.
• Collaborate with Sales and Technical teams to drive and support operational processes.
• Escalate high-priority issues appropriately and manage client expectations effectively.
• Respond promptly to all queries from Flash Corporate clients, ensuring a high level of service.
• Diagnosing edge cases and escalating to the relevant stakeholders
• Acting as the owner of tier 1-2 challenges faced by partners assisting in debugging and fixing issues
• Formalize onboarding structures and processes across internal teams for integration projects involving new clients/customers.
• Coordinate internal change management processes to support seamless client onboarding.
• Manage business-as-usual (BAU) enhancements related to onboarding and integrations.
• Facilitate scoping and requirements sessions with internal teams and product managers for onboarding initiatives.
• Lead or support ad-hoc projects aimed at improving operational efficiency in onboarding and integrations.
• Provide support for project initiation meetings on an as-needed basis.
• Conduct end-to-end testing of all API product offerings, as well as onboarding and implementation workflows.
• Ensure API and onboarding documentation is regularly reviewed, updated, and maintained.

Requirements:

• 5 years’ previous experience in customer support and client integrations (Onboarding and API’s)
• 5 years’ previous Project management experience.

Required Knowledge / Technical Skills:

• Strong stakeholder management experience
• Interest in Tech systems and willingness to learn how systems work
• Experience with Customer Service and Support Tools
• Working exposure to internal and external APIs
• Project management methodologies
• Asana
• Float
• Fresh desk

Competencies / Attributes:

• Strong Problem-solving skills
• Experience/understanding of developer platforms or supporting external development teams
• Understanding of API architecture, REST conventions, tokens/auth flows and error handling
• comfortable using testing tools (i.e. Postman, Insomnia etc.)
• Highly organized and dependable
• Strong attention to detail
• Highly skilled at timekeeping
• Proactive – Identify frequent arising issues and suggest automation
• Able to work under pressure and able to meet deadlines
• Software support experience is not essential but ideal
• Excellent communication skills (written and verbal)
• Extreme ownership of tasks / completing what you start
• A can-do attitude and natural ability to adapt in a dynamic environment.
• Strong collaborative skills (team player)
• Interpersonal skills