Client Implementation Manager

Position Purpose:

This position partners with clients to manage projects, gather business requirements and translate them into a successful system configuration. Manage day-to-day relationships by working side-by-side with various internal and external teams (Product Owners, Development, Success Managers, and Clients) to ensure the client’s success. Quickly become an expert on defi SOLUTIONS products and services in order to effectively train our amazing clients the best methods to conduct their internal configuration(s) and/or to conduct the configuration(s) activities for them. As a Client Implementation Manager, you will be the initial and primary point of contact ensuring our clients’ ultimate success and satisfaction with their system configurations and implementations of our Product(s).

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as the primary implementation manager for assigned clients
• Manage the defi customer onboarding experience from beginning to end for assigned clients
• Coordinate meetings, gather requirements, implement configuration, project manage and report on KPI’s on all assigned clients
• Coordinate and execute all efforts internally on behalf of the client to resolve any onboarding gaps, answer questions, and complete requests ensuring the right resources are engaged timely to best serve the client
• Review client configuration and business processes while making recommendations that maximize the robustness of defi products
• Meet with clients regularly during the onboarding process to discuss their company’s policies and procedures so as to ensure that defi adequately assist in the attainment of clients’ goals
• Provide configuration services and expertise to help maximize the potential of defi products
• Monitor, analyze and update client dashboard metrics and data during the onboarding process to ensure they maintain optimal performance levels
• Utilize independent thinking and judgement to decide the best approaches to execute configuration to achieve client’s objectives within the products they utilize
• Deploy critical thinking and exercise best judgment with both objective and subjective criteria to best determine when escalation is necessary to ensure client concerns are addressed timely, and execute escalation processes with or without managerial oversight
• Proactively communicate roadblocks to leadership that might be hindering clients onboarding satisfaction or client success
• Identify opportunities proactively to encourage feature adoptions and improve client product experiences
• Make recommendations of available products that would improve the client’s satisfaction
• Educate clients on defi product features including how to most effectively configure, test and implement our product features

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required education and experience:

• Relevant Bachelor’s degree; preference for a bachelor's degree in Computer Science, Information Technology, Business or other related degrees/experience
• 4 years of experience in lending, financial services, and/or SaaS companies
• Proven experience with a business rule management system as used to define, deploy, execute, monitor, and maintain the variety and complexity of decision logic utilized by operational systems within an organization or enterprise.
• Proven project management experience

Preferred education and experience:

• Experience with JavaScript and SQL is a plus
• Previous financial industry experience is a plus

Additional eligibility requirements:

• Ability to manage and influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND a passion for revenue and growth
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills at the executive level

• Team player able to effectively interact with colleagues and business partners across the company.
• Ability to self-govern your schedule to ensure you do not over promise and underdeliver.

Travel required:

• Less than 25% travel.

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

Work environment

• Typical work hours are 8 am to 5 pm Monday through Friday Eastern Time or Central Time and may require additional hours to complete tasks on weekdays or weekends.
• Ability to use common computer equipment effectively

Physical demands

• Constantly operates a computer as all work is completed on an employer provided computer
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Assessing the accuracy, neatness and thoroughness of the work assigned.