Success in this role requires strong communication and interpersonal skills, attention to detail, and a keen interest in understanding technical systems, operational processes, and procedures to support effective stakeholder engagement and service delivery.
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.
- Formalize onboarding structures and processes across internal teams for integration projects involving new Clients/customers.
- Experience/understanding of developer platforms or supporting external development teams
- Comfortable using testing tools (i.e. Postman, Insomnia etc.)
- 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
- 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
