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Technical Onboarding Manager (Remote/Hybrid)

equipifi

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Remote

Posted on Oct 8, 2024

About Us

Founded in Scottsdale, Arizona, equipifi is a leading fintech SaaS powering banks and credit unions with Buy Now, Pay Later (BNPL) solutions that align with their debit cardholder’s payment preferences and financial goals. Learn more at equipifi.com.

Our team is selected based on experience, talent, and most importantly attitude! We believe each team member should be infinitely curious. We practice radical transparency - we encourage you to share your ideas and collaborate with peers who will respectfully challenge you and, as a team, we will learn, build, and grow together. The work we are doing takes a village and we embrace the adventure together!

What We’re Looking For

We are seeking a talented and driven Technical Onboarding Manager to join our dynamic team at equipifi. As a Technical Onboarding Manager at equipifi, you will play a critical role in ensuring successful onboarding of customers onto equipifi’s platform. You will work and communicate closely with the Customer Success team, Product team, and external customers to ensure a seamless technical onboarding experience, guiding customers through the connection, testing, and deployment phases. You will report to the Chief Operating Officer. This role requires a mix of technical acumen, project management, and effective communication skills to translate technical requirements into customer success.

Responsibilities

Lead the technical onboarding process for new customers, ensuring successful implementation onto equipifi’s platform
Collaborate closely with the Customer Success and Product teams to design and execute onboarding strategies that address customer needs
Act as the main point of contact for technical support during the onboarding phase, providing guidance and support directly to the customer
Oversee the setup, testing, and deployment of equipifi’s solution in customers’ environments
Troubleshoot technical issues and provide timely resolution, escalating to Product and Engineering as necessary
Create and maintain onboarding documentation and resources for internal and external stakeholders
Provide feedback to Product on customer needs and feature requests to improve onboarding and user experience
Monitor and report on the status of customer onboarding projects, ensuring timely and successful completion
Drive continuous improvement initiatives within the onboarding process to increase efficiency and customer satisfaction

Qualifications

Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience
3+ years of technical onboarding, technical account management, or customer success in an enterprise software environment
Strong technical skills and experience working with APIs, integration platforms, and testing methodologies
1 to 2 years experience as a team lead in a customer facing technical role
Proven ability to manage multiple onboarding projects simultaneously, ensuring timely delivery
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders
Experience in troubleshooting and problem-solving technical issues
Positive attitude, team-oriented, strong customer focus, and ability to multitask
High energy, adaptable, self-starter with a growth mindset that is comfortable in a fast-paced environment

Preferred Qualifications

Experience working in fintech or payments-related platforms
Experience working with engineering teams and contributing to product documentation
Knowledge of common programming languages and database structures to better understand customer environments
Experience in a customer-facing role, demonstrating strong empathy for customer needs and success
Familiarity with banking cores (Symitar, Fiserv, etc.) and digital banking vendors (Q2, NCR, Alkami, etc.)
Experience working with the Atlassian suite of products (Jira, Confluence)
Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
Experience with software running in Amazon AWS

equipifi Benefits

Competitive compensation includes stock options offered to all employees
Comprehensive medical, dental and vision insurance coverage with 100% of employee premiums paid for by equipifi and 50% for dependents’ premiums
Long-term and Short-term disability, as well as term life insurance coverage with 100% of premiums paid for by equipifi
Unlimited Paid Time Off, plus paid holidays, and parental leave
Flexible in office/work from home philosophy. Employees can work fully remote from the following states: Arizona, California, Colorado, Idaho, New Jersey, New York, South Carolina, Washington – or are welcome to work in our Scottsdale headquarters!
401(k) program available, currently self-funded

equipifi is not currently offering visa sponsorships for any position.

equipifi is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status, partnership status, familial status, national origin/ancestry, alienage or citizenship status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, unemployment status, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, sexual or reproductive health decisions, or any other status protected by federal, state, or local law (“Protected Characteristics”).