Role Description

IXOPAY is looking for an experienced Onboarding Manager with a solid understanding of and hands-on experience with technology, integration design, project management and a strong customer focus. As an Onboarding Manager, you will be the primary point of contact for our customers through the design, development, testing and launch phases of their journey with the IXOPAY platform. Your focus will be on ensuring an exceptional experience throughout the onboarding process.

In this role, you will have the opportunity to work on diverse projects that encompass various payment solutions. By leveraging your technical proficiency and business acumen, you will play a vital role in guaranteeing a smooth onboarding experience and maintaining open lines of communication with our customers and internal teams. The ideal candidate will be both consultative and technical.

Qualifications

• 4+ years of experience in onboarding, customer success, or a similar role in a software or technology company
• Strong understanding of the payments industry and/or related software solutions is a plus
• Experience with API(s) and basic knowledge of software development highly preferred
• Excellent communication and interpersonal skills, with the ability to build rapport with customers
• Detail-oriented with strong organizational and time management skills
• Proficient in using CRM and onboarding tools; experience with Salesforce, Planhat, JIRA is a plus
• Experience working cross functionally with Sales, Product, Engineering and Support
• Ability to create structure in ambiguous situations and design effective processes
• Problem-solving mindset with the ability to troubleshoot technical issues effectively
• You have a passion for always putting the customer first
• Bachelor’s degree or equivalent experience in Business, Communications, or a related field
• Preferred experience and understanding of the payments industry
• Remote, US, Eastern Time Zone strongly preferred

Requirements

• Serve as a consultative partner rooted in product and industry expertise to guide customers through their onboarding experience
• Passionate about working with a wide variety of customers and having the opportunity to learn about many aspects of the payments industry
• Manage onboarding process by leading customers through each step of the onboarding process, from initial setup to go-live, ensuring timelines and deliverables are met
• Leverage project management and technical consulting skills to oversee high quality project delivery
• Provide consultation on optimizing payment solutions, while collaborating with Product and Engineering to enhance the platform
• Ensure above industry standard time-to-value for all customers
• Remove blockers internally and act as the main liaison for new customers through relationship building and ensuring clear communication
• Conduct training sessions for customers, providing comprehensive guidance on how to use our platform effectively
• Create and maintain onboarding documentation, training materials and FAQ(s) to facilitate customer understanding and usage of the software
• Work closely with sales, customer success and support teams to ensure a smooth handoff and continuous improvement of the onboarding experience

Company Description

Our mission at IXOPAY, a TokenEx Company, is to secure and optimize payments for global commerce. We’re building an integrated platform that optimizes payment transactions and protects payments data. For merchants who understand that payments are now a strategic function, IXOPAY, a TokenEx Company is a complete payments optimization platform that delivers best-in-class tokenization and transaction routing.

We believe our people are our most valuable asset and that our culture is defined by our core values that align the organization with our mission and strategy.