Field Integrated Solutions Implementation Specialist at Xplor — Denver, CO

Join our Xplor Pay vertical as a Field Integrated Solutions Implementation Specialist to make a real impact every day. We say that because we know that every conversation we have, every line of code we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting into the Director, Field Integrated Solutions (FIP), this position is responsible for helping new customers get their business optimally set up on their platform(s), trained on its use, and ensuring their onboarding journey is as easy and simple as possible.

In this role, you will provide high quality service to small to medium size businesses across all industries ie: restaurants, retailers, professional services and similar businesses. You will do this via various communication platforms, including phone and email, to internal and external sales and partner channels, managing post-sales processes for merchants using strong product knowledge, relationship-building, and project management skills, while upholding Xplor Pay's values. You will be on the frontlines of driving adoption for new and existing merchants.

DUTIES AND RESPONSIBILITIES:

• Coordinate internally between the Sales, Onboarding, Activations, Support, Product, 3rd Party Vendor teams to provide customers with a single point of contact
• Act as a trusted advisor for new and existing merchants by guiding them through the implementation and adoption of the full Xplor Pay product suite
• Collaborate with the pre-sales (FIP) and sales teams (Direct) during the customer’s transition to the post-sales team
• Work with the data team to migrate data across from other systems during the initial onboarding
• Project management of the customer's schedule and onboarding timeline according to go-live date
• Coordinate and communicate with Customer and Installer expectations to ensure a smooth installation and onboarding
• Proactive outreach to assigned customers regarding any known product issues or updates
• Simultaneously manage multiple customer implementations and prioritize effectively to ensure on-time go-lives that meet all the customer’s specifications
• Exercise attention to detail and technical proficiency to ensure implementations are successful
• Become a subject matter expert in applicable software equipment and system functionalities
• Work closely with the sales and product support teams to successfully resolve escalations during the installation process
• Stay current on new product enhancements and updates and apply necessary changes to the installation and training process
• Works across internal teams to address issues or gather information necessary to support a successful installation and improve installation processes
• Oversee and/or load merchant menu builds into applicable POS as defined by the customer, as required
• Educate merchant on applicable software system functionality by providing a complete overview of system capabilities and benefits, as required
• Provide technical guidance to help customers use the system successfully, as required
• Guide the customer and onsite installation team (where applicable) through the installation of the software and equipment
• Perform test transactions and train merchant on Virtual Terminal to confirm payment set-up is operating successfully, as required
• Ability to educate the customer on how to access Merchant Portal and provide a high-level walk through and explain Merchant Compliance programs - PCI/SAQ and how these are supported, as required

What would make me a good candidate?

We are looking for a self-motivated, outgoing, competitive individual who enjoys enabling people to reach their fullest potential to join our Field Integrated Solutions Team. We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

Qualifications

• Minimum of 2 years related experience providing technical and customer implementation support preferably in the technology/SaaS industry utilizing omni-channel communication
• High School Diploma required; College Degree preferred

DESIRED QUALIFICATIONS:

• 1-2+ years of experience in an onboarding or implementation role, ideally in a similar SaaS or technology business
• 1+ year of project management and workflow management skills
• 1+ Experience using a CRM to manage the onboarding/implementation process, ideally Salesforce
• Technical aptitude – quick to learn new software, and proficient with data work
• Experience working independently– willing to experiment, escalate, learn and communicate to ensure the job gets done well
• Knowledge on Xplor Pay-powered Xplor BMS and 3rd party products offered by Xplor Pay

COMPETENCIES:

• Forward Thinking - Anticipates how individuals and groups will react to situations and information and plans accordingly. Anticipates the consequences of situations and plans accordingly. Notices trends in the industry or marketplace and develops plans to prepare for opportunities or problems. Anticipates possible problems and develops contingency plans in advance.
• Drives Performance - Develops challenging but achievable goals. Maintains commitment to goals in the face of obstacles and frustrations. Finds or creates ways to measure performance against goals. Has a strong sense of urgency about solving problems and getting work done. Creates momentum and drives behavior change when necessary.
• Adaptability - Adapts to new ideas and initiatives across a wide variety of issues or situations. Adapts interpersonal style to highly diverse individuals and groups in a range of situations. Supports major changes that challenge traditional ways of operating. Anticipates change in order to adapt own plans and priorities.
• Fosters Teamwork - Assumes additional responsibilities to facilitate the achievement of team goals. Seeks input from other team members on matters that affect them. Shares all relevant information with others.
• Open + Transparent Communication - Recalls others' main points, taking them into account in own communication. Checks own understanding of others' communication (e.g., paraphrases, asks questions). Elicits comments or feedback on what has been said. Maintains continuous, open, and consistent communication with others.
• Technical Expertise - With guidance, completes common tasks, which present limited difficulties. Reads standard documents to extract key information. Assists team in carrying out complex tasks.

The average base salary pay range for this position is $60,000 to $80,000

May be considered for a discretionary bonus

This is a 100% remote position available to candidates located in the U.S., excluding Hawaii and Alaska.

#LI-Remote

Values and Life at Xplor

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

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