Payment Support Specialist

The Payment Solutions Specialist will manage the implementation, set up, and training along with supporting the execution of payments, transactions, service requests, administrative activities and processes for our Payment clients. The Payment Solutions Specialist will be responsible for providing day-to-day delivery of critical payment processes, training and servicing activities in connection with our Payments Solutions.  Collaborates with stakeholders to promote efficient and effective processes and workflow, establish positive working relationships across the organization and to achieve business results and deliver exceptional customer experience. We are looking for someone who is driven, enjoys a challenge, has a solid background in basic accounting fundamentals, enjoys and can successfully navigate the details, and has a passion for working with others (customers, internal staff and external networks, processors, and vendors) to achieve success.  
 

Responsibilities & Duties

Onboarding & Implementation

• Clarify and fully understand project goals and objectives as communicated from sales and confirmed by clients. 
• Collaborate with cross functional teams, as required to effectively onboard our client into the Payments Platform in conjunction with the broader suite of our products.
• Appropriately set and manage client expectations of project tasks, critical sign-off stages, and milestone schedules. 
• Lead multiple client projects simultaneously, with a keen focus on product adoption, client satisfaction and time to value.
• Identify, communicate and mitigate project risks, escalating major issues to internal and client management.
• Hands-on project execution, including gathering and analyzing client requirements, configuring the application to meet the approved design
• Enhance department and organization standards through improvements of processes and tools to ensure consistent builds
• Responsible for maintaining product knowledge, implementing and training the latest features and functionality of the product.

 
Support / Education

• Maintain full product knowledge by engaging in product release information along with any new products or services offered
• Troubleshoot & support the Payments solution
• Collaborate with 3rd party processing partners with regards to product issues, proactive communication and product feedback
• Collaborate and consult with our Public & Private courses and other Support Team Members to resolve systemic problems that need to be fixed globally.  
• Manages internal communication regarding any escalated support issues or outages
• Assist Product team and Internal Customers to develop ideas, concepts and solutions that help the product meet company objectives allowing for company growth and ease to implement and support the product ongoing.  
• Assist in creating internal and external product documentation

 

Client Relation / Adoption 

• Act as trusted advisor for our clients by prioritizing topics relevant on a quarterly basis and executing timely communication plans.
• Identify professional services expansion opportunities with existing clients.
• Be an advocate for, and help ensure that our customers receive value from their investment with our Company
• Proactively identify customers that are not fully utilizing the software to get them on a track for success and adoption.
• Identify at risk customers using data and implement plan to retain

 

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in Business Administration, Accounting, Finance, or Economic preferred
• Aptitude for learning online payment solution that is part of our technology as well as comfortable with trouble-shooting networks and mobile devices.
• Knowledge of financial processes such as budgeting, forecasting, financial consolidations, month-end close processes, and general reporting.
• Highly effective communication, time management and organization skills 
• Ability to creatively resolve client concerns and issues
• Process oriented and able to multitask, and keep up in a fast-paced environment
• Ability to deep-dive software applications and become technically proficient.
• Strong communication skills to internal and external audiences, technical and non-technical people, and to various levels in an organization.
• Team-oriented, with a willingness to roll up your sleeves to dissect a problem, synthesize options and deliver a solution to the client.
• Very organized, strong time management and the ability to manage competing priorities across multiple projects.
• Knowledge