Enterprise Customer Implementation & Onboarding Manager

Please note that although all positions at Synctera are remote, candidates must be located and authorized to work in the US or Canada as a precondition of employment. Synctera does not sponsor applicants for work visas.

What We're Doing

At Synctera, we’re powering the future of FinTech. We help companies create new revenue streams and enhance their value proposition with FinTech apps and embedded banking products. With APIs, compliance support, and bank partners in one end-to-end Banking as a Service platform, Synctera is the fastest and easiest way to build, launch, and scale bank accounts, debit cards, charge cards, lending, and more.

We are looking for interesting, curious, wickedly smart people who are ready to jump in and run with our fast-growing team. If you want to have fun at work, collaborate with some of the sharpest people in the industry, grow the FinTech and Banking as a Service ecosystem, and love to win, read on!

What We're Looking For

We are seeking an experienced I&O Manager to play a crucial role in ensuring the successful adoption and implementation of products or services for our Enterprise Customers. You will be responsible for overseeing the entire onboarding process, from initial client engagement to project completion. The manager collaborates with cross-functional teams, including but not limited to sales, solutions, product, and technical support, to deliver a seamless onboarding experience and ensure client satisfaction. In addition to ensuring the successful delivery of our FinTechs into production, you will help to lead part of our I&O team, drive process standards and create transparency into the health of your team.

What You’ll Do

Project Management:

• Serve as the primary point of contact for clients, understanding their requirements and objectives.
• Manage the end-to-end onboarding process for clients, including scoping, planning, resource allocation, and timeline management.
• Monitor project progress, identify potential issues, and proactively take corrective actions.
• Define project milestones and deliverables, ensuring adherence to timelines and quality standards.

Client Engagement:

• Conduct discovery sessions with clients to understand their business processes, goals, and challenges.
• Address client concerns and escalations promptly, ensuring effective resolution and client satisfaction.
• Manage delivery timelines and ensure the FinTech is aligned on dates and deliverables
• Provide guidance and recommendations to clients on best practices for successful implementation.
• Collaborate with the sales team to ensure a smooth transition from the sales process to implementation.

Cross-functional Collaboration:

• Conduct regular meetings and status updates with stakeholders to ensure alignment and visibility on project progress.
• Communicate project updates, risks, and issues to leadership and key stakeholders.
• Coordinate with the technical team to ensure smooth integration and implementation of products or services.
• Collaborate with internal teams, including sales, product development, risk and compliance, customer success, and technical support, to align on project goals and deliverables.

Documentation and Training:

• Develop and maintain implementation documentation, including project plans, requirements, and technical specifications.
• Provide training and support to clients on product usage and best practices.

People Leadership:

• Support career development and succession planning initiatives.
• Implement performance management processes, including goal setting, performance evaluations, and performance improvement plans.
• Identify training and development needs, and collaborate with the learning and development team to design and deliver appropriate programs.
• Provide guidance and support to managers in conducting effective performance discussions and providing feedback.

What You’ll Bring

• Familiarity with software implementation methodologies and best practices.
• Strong project management skills, with the ability to manage multiple projects simultaneously.
• Technical aptitude and the ability to understand complex product functionalities.
• Proven experience as an implementation manager, onboarding manager, or similar role.
• Excellent communication and interpersonal skills, with the ability to build relationships and effectively collaborate with internal teams and clients.
• Ability to adapt to a fast-paced and dynamic work environment.
• Experience with enterprise customer management.
• Strong problem-solving and decision-making abilities, with a keen attention to detail.
• Bachelor's degree in business administration, computer science, or a related field (or equivalent experience).

Diversity & Inclusion

Synctera is committed to having a workforce that is reflective of the diversity within the United States and Canada. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Synctera.

Benefits

• Working with a team of rockstars (+ a monthly happy hour with the team!)
• Annual HCSA and generous extended health care coverage for Canadian employees and dependents
• Home office setup stipend
• 100% employer paid medical, dental, and vision benefits for US and Canadian employees and dependents
• Mental health resources available for all employees
• 401(k) for US employees and RRSP for Canadian employees
• Growth potential and opportunity to have a significant impact at an early stage of our company's journey
• Generous paid new parent leave program
• Employer contribution to HSA for US employees
• Stock options program for all employees
• Unlimited paid time off

To all recruiters and recruitment agencies: Synctera does not accept unsolicited resumes. Please do not forward resumes to our jobs alias or to Synctera employees without an active vendor agreement in place. Synctera is not responsible for any fees related to unsolicited resumes.