Implementation Specialist - CPS

About the Team/Role

As an Implementation Specialist, you will focus on onboarding new customers onto our payment platforms. Interacting on the phone/video, learning our system quickly, and being able to facilitate tailored conversations while managing projects are key to the success of this role. Collaborating closely with Sales also listens to customer requirements to tailor the account structure and payment solutions accordingly. This role demands extensive customer interaction, necessitating top-notch communication, problem-solving, and solution design abilities. The Implementation Specialist is tasked with ensuring a seamless and precise account setup, providing customer training, and aligning with sales to expedite revenue generation.

How you'll make an impact

• Manage relationships and all stakeholder communication related to the definition, implementation, and stabilization project phases.

• Independently establish configuration the technical systems and data transfer files

• Serve as subject matter expert independently providing and creating solutions to customer needs.

• Own and create implementation project plans and timelines to meet FI Partner & Client expectations and contract requirements.

• Work directly with Partners and Clients to manage initial access, map and transfer data, and create process documentation.

• Provide end-user training on the Payables applications.

• Provide Client feedback and new feature requests to Product and Operational services teams.

• Participate in Global Operations projects as needed

• At times, collaborate directly with clients on-site or provide installation support remotely.

• Be the point of contact for customers choosing to use the WEX Products

• Responsible for the collection of new account setup information, implementation, training, and initial support.

• Create and develop Customer Solutions/Implementation Plans based on products services sold and customer needs assessment.

• Create and develop training materials relative to customer's needs.

• Lead implementation kick-off calls with sales

• Proactively review the account implementation process and offer suggestions for improvement to achieve the highest level of productivity/efficiency/customer satisfaction.

• Assist in updating our materials to keep them current with new processes, procedures, etc.

• Independently own customer urgent escalation needs and/or sales support urgent matters during non-business hours.

Experience you'll bring

• Bachelor's Degree preferred or equivalent Industry experience

• 2+ years' experience in customer service, account management, billing card industry, sales, or relevant experience.

• Proficiency with Google Workspace

• Strong presentation and organizational skills.

• Proven experience managing client-facing projects.

• Strong interpersonal skills and ability to connect with a diverse customer and employee population

• Self-driven, motivated, and must have the ability to manage a fast-paced, result-orientated environment

• Exceptional communication and time management skills.

• Strong attention to detail, problem-solving skills, and multi-tasking capabilities.

• Possible travel required to assist sales with presentations, demonstrations, and on-site implementation (Travel volume based on customer need and Implementation resources)

• A team player with high energy

• Demonstrated capacity to prioritize tasks and manage multiple responsibilities effectively.

• Consistently achieve Service Level Agreements (SLAs) at every stage of the implementation process.

• Effective negotiation skills.

Preferred

• Project management experience is a plus