Integration and Client Experience Manager, Pulsate

• This position requires a hands-on, detail-oriented professional who thrives in a dynamic fintech environment
• 5+ years of experience in client-facing roles, customer support, technical integrations, or SaaS product operations
• Proficiency in troubleshooting APIs, managing SFTP processes, and performing platform configuration tasks
• Familiarity with ticketing systems (e.g., Jira Service Management, HubSpot) and SaaS platforms
• Strong organizational skills and exceptional attention to detail
• Excellent problem-solving skills and communication abilities

Desirable

• The Integration and Client Experience Manager plays a critical role in ensuring seamless client onboarding, exceptional customer support, and optimized platform performance
• Acting as a bridge between clients, partners, and technical teams, this role delivers efficient solutions, fosters collaboration, and contributes to the continuous improvement of our platform
• Manage and streamline client onboarding processes to ensure timely and successful outcomes
• Configure platform settings and integrations (e.g., APIs, SFTP processes) for new clients
• Develop, refine, and document onboarding workflows to enhance efficiency and scalability
• Perform platform configurations (soft coding) to enable onboarding without extensive developer involvement
• Ensure the Product Lead works closely with the CS team to develop knowledge, documentation, and training resources for new products
• Establish clear ownership of end-to-end project management for single FI implementations and onboarding to prevent inefficiencies and lack of coordination
• Own the coordinated project plans for multi-product implementations, ensuring:
• Defined milestones
• Calendar coordination
• Timely internal and external updates
• Alignment of the right individuals (both FI and Pulsate) on the appropriate calls for specific discussions throughout the project lifecycle
• Coordinate and oversee technical aspects of partner integrations to ensure seamless operation
• Act as a liaison between clients, partners, and internal technical teams to facilitate effective communication and solutions
• Monitor and optimize platform performance, proactively addressing potential risks and technical challenges
• Collaborate with clients to manage SFTP and other integrations, ensuring seamless coordination with the Product Lead
• Serve as the primary point of contact for all customer support inquiries
• Troubleshoot and resolve technical challenges, such as platform configuration issues, data discrepancies, or software bugs
• Maintain detailed documentation of resolutions, workflows, and best practices
• Collaborate with Product and Engineering teams to resolve complex technical issues and recommend platform enhancements
• Perform routine platform maintenance, including PEM certificate updates, log monitoring, and configuration updates
• Proactively identify and address potential platform risks to ensure consistent performance
• Provide actionable insights and recommendations for platform improvements based on client feedback and performance metrics
• Act as a liaison between clients and internal teams, translating client needs into actionable technical tasks
• Deliver regular updates to stakeholders on client onboarding progress, support resolutions, and platform performance
• Foster cross-team collaboration to refine processes and achieve exceptional client outcomes
• Partner with Sales, Product, and Engineering teams to align customer needs with internal solutions