Implementation Consultant

We’re looking for a talented Implementation Consultant to join ePayPolicy! You will be responsible for project managing new product implementations and delivering best-in-class onboarding experiences to our growing customer base. You’ll be responsible for delivering a high standard of customer experience and driving sustainable, long-term customer adoption of ePayPolicy’s digital payment platform. This customer-facing role requires stellar relationship management, problem-solving, training skills and technical troubleshooting to drive value outcomes for customers.

In this role, you will:

• Initiate the project life cycle ownership to provide successful, efficient implementation and onboarding experiences for customers.
• Establish a rapport with customers, gain an understanding of their needs, and successfully guide them through the account setup and software implementation process launching them towards self-sufficiency and taking payments.
• Work closely with ePayPolicy’s Sales, Product, Support, Integrations and Account Management teams to ensure seamless handoffs and internal communication that drives long-term customer adoption, retention, and satisfaction.
• Communicate implementation progress to internal teams and customers on a regular basis; identify and promptly raise any issues or delays as they arise with a mindset towards problem-solving and work with a sense of urgency to resolve.
• Independently oversee and manage multiple customer implementation projects in parallel and ensure all deliverables are achieved on time.
• Document onboarding projects in an organized and transparent way and be able to present progress of all accounts to leadership.
• Develop, execute, and improve upon customer onboarding playbooks and processes to eliminate internal inefficiencies.
• Implement best practices for tracking and monitoring metrics on the success of customer implementations to streamline key processes and make informed decisions about operational changes.
• Work closely with dev & product teams to provide insight into what customers’ needs are in order to prioritize implementation tasks.

• 3+ years’ experience in onboarding, implementation, or technical project management role, preferably within an enterprise SaaS company
• First-hand experience working with large enterprise accounts and knowledge of the Insurtech industry is a BIG plus.
• PMP certification preferred.
• Sufficient technical aptitude to quickly learn ePayPolicy’s applications and the business rules that govern insurance and payments to understand the context for integrations with customer systems.
• Strong customer focus and solutions-oriented mindset.
• Ability to independently manage multiple onboarding projects concurrently while addressing each customer’s specific needs.
• Extensive experience using project management and customer relationship management systems such as Salesforce, Taskray, and Trello
• Strong training delivery and presentation skills with an ability to earn the trust of customers.
• Desire to exceed goals and achieve results; satisfaction derived from meeting deadlines and finishing projects.
• Strong organizational skills and a relentless attention to detail.
• Excellent written and verbal communication skills.
• Rolls up their sleeves, responds quickly and decisively, is flexible and open to change, and can productively work with the team to achieve company objectives.
• Thrives in the fast-paced, dynamic start-up environment inherent to a high-growth technology company like ePayPolicy

Pulled from the full job description

• 401(k)
• Paid time off
• Disability insurance
• Snacks provided, * Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Flexible Paid Time Off Policy (FTO)
• Company-sponsored quarterly “ePayItForward” initiatives
• Supportive and inclusive company culture with a focus on work/life balance
• Fully-stocked kitchen
• Lunch stipend when working onsite
• Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
• Huge opportunity for growth

We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.

Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. (Check out our almost 5-star customer reviews.)

How do we do it? With powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But we also provide an integrated suite of helpful features for insurance companies of all sizes, including point-of-sale financing, payables network tools, and check reconciliation, all within a single dashboard.

Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Our customers love us. We love them.

Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future.