Implementation Specialist (Western Cape) at Flash Group

Description

• Success in this role requires strong communication and interpersonal skills, attention to detail, and a keen interest in understanding technical systems, operational processes, and procedures to support effective stakeholder engagement and service delivery.

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.
• Formalize onboarding structures and processes across internal teams for integration projects involving new Clients/customers.
• Experience/understanding of developer platforms or supporting external development teams
• Comfortable using testing tools (i.e. Postman, Insomnia etc.)
• 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
• 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

MINIMUM REQUIREMENTS:

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

REQUIRED KNOWLEDGE / TECHNICAL SKILLS:

• Project management methodologies
• Asana
• Float
• Fresh desk
• Software support experience is not essential but ideal
• Understanding of API architecture, REST conventions, tokens/auth flows and error handling

COMPETENCIES / ATTRIBUTES:

• Strong problem-solving and analytical skills
• Highly organised with excellent time management abilities
• Strong attention to detail and accuracy
• Proactive and solution-oriented mindset with a focus on continuous improvement
• Ability to work effectively under pressure and meet deadlines
• Excellent written and verbal communication skills
• Strong sense of ownership, accountability, and follow-through
• Adaptable and resilient in a fast-paced, dynamic environment
• Strong collaboration, teamwork, and interpersonal skills