Job Description

Company:
A well-established brand with a global strategy, that prides itself on making people's lives easier through frontier technology that creates enabling opportunities.
Culture:
At FLASH, we realise that "the way we do things around here" drives our business and enables us to achieve our purpose of "Making People's Lives Easier". Our 3 values are the drumbeat of our business:

• We are all in
• We have each other's backs
• We are brave

These values help us to make our People's lives easier by creating a culture where people come to work because it's a place where they can engage in meaningful work, in a supportive environment where they can be the best version of themselves and achieve the remarkable!
Job Role:
As an Implementation Specialist you will manage the daily operational support process between Flash and Partners. You will need to understand and display an interest in technical and operational systems, processes and procedures for effective issue resolution. This role requires strong communication skills with strong attention to detail and a desire to understand the systems and operations. You will be the key contact for Sales and Key Account Manager teams regarding product and onboarding processes
Responsibilities:

• Communicate resolutions, timelines, and expectations clearly and professionally to clients through strong written communication.
• Manage end-to-end projects for the onboarding of new products and services added to the API.
• Provide training on new products and services to Key Account Managers (KAMs) and Sales teams.
• Coordinate internal, closed-loop communication on partner-related issues to ensure alignment.
• Identify and recommend opportunities for automation, process improvement, and efficiency in onboarding and implementation workflows.
• Collaborate with Sales and Technical teams to drive and support operational processes.
• Escalate high-priority issues appropriately and manage client expectations effectively.
• Respond promptly to all queries from Flash Corporate clients, ensuring a high level of service.
• Diagnosing edge cases and escalating to the relevant stakeholders

Acting as the owner of tier 1-2 challenges faced by partners assisting in debugging and fixing issues * Formalize onboarding structures and processes across internal teams for integration projects involving new clients/customers.

• Coordinate internal change management processes to support seamless client onboarding.
• Manage business-as-usual (BAU) enhancements related to onboarding and integrations.
• Facilitate scoping and requirements sessions with internal teams and product managers for onboarding initiatives.
• Lead or support ad-hoc projects aimed at improving operational efficiency in onboarding and integrations.
• Provide support for project initiation meetings on an as-needed basis.
• Conduct end-to-end testing of all API product offerings, as well as onboarding and implementation workflows.
• Ensure API and onboarding documentation is regularly reviewed, updated, and maintained.

Requirements:

• 5 years' previous experience in customer support and client integrations (Onboarding and API's)
• 5 years' previous Project management experience.

Required Knowledge / Technical Skills:

• Strong stakeholder management experience
• Interest in Tech systems and willingness to learn how systems work
• Experience with Customer Service and Support Tools
• Working exposure to internal and external APIs
• Project management methodologies
• Asana
• Float
• Fresh desk

Competencies / Attributes:

• Strong Problem-solving skills
• Experience/understanding of developer platforms or supporting external development teams

Understanding of API architecture, REST conventions, tokens/auth flows and error handling
comfortable using testing tools (i.e. Postman, Insomnia etc.) * Highly organized and dependable

• Strong attention to detail
• Highly skilled at timekeeping
• Proactive - Identify frequent arising issues and suggest automation
• Able to work under pressure and able to meet deadlines
• Software support experience is not essential but ideal
• Excellent communication skills (written and verbal)
• Extreme ownership of tasks / completing what you start
• A can-do attitude and natural ability to adapt in a dynamic environment.
• Strong collaborative skills (team player)
• Interpersonal skills

Thank you for your interest in joining our team. We carefully review all applications, and if your qualifications meet our needs, we will contact you within 14 days. If you do not hear from us within this timeframe, please consider your application unsuccessful. We appreciate your understanding and encourage you to apply for future opportunities that match your skills and experience.