About the Team/Role
As an Implementation Specialist, you will focus on onboarding new customers onto our payment platforms. Interacting on the phone/video, learning our system quickly, and being able to facilitate tailored conversations while managing projects are key to the success of this role. Collaborating closely with Sales also listens to customer requirements to tailor the account structure and payment solutions accordingly. This role demands extensive customer interaction, necessitating top-notch communication, problem-solving, and solution design abilities. The Implementation Specialist is tasked with ensuring a seamless and precise account setup, providing customer training, and aligning with sales to expedite revenue generation.
How you'll make an impact
Manage relationships and all stakeholder communication related to the definition, implementation, and stabilization project phases.
Independently establish configuration the technical systems and data transfer files
Serve as subject matter expert independently providing and creating solutions to customer needs.
Own and create implementation project plans and timelines to meet FI Partner & Client expectations and contract requirements.
Work directly with Partners and Clients to manage initial access, map and transfer data, and create process documentation.
Provide end-user training on the Payables applications.
Provide Client feedback and new feature requests to Product and Operational services teams.
Participate in Global Operations projects as needed
At times, collaborate directly with clients on-site or provide installation support remotely.
Be the point of contact for customers choosing to use the WEX Products
Responsible for the collection of new account setup information, implementation, training, and initial support.
Create and develop Customer Solutions/Implementation Plans based on products services sold and customer needs assessment.
Create and develop training materials relative to customer’s needs.
Lead implementation kick-off calls with sales
Proactively review the account implementation process and offer suggestions for improvement to achieve the highest level of productivity/efficiency/customer satisfaction.
Assist in updating our materials to keep them current with new processes, procedures, etc.
Independently own customer urgent escalation needs and/or sales support urgent matters during non-business hours.
Experience you'll bring
Bachelor’s Degree preferred or equivalent Industry experience
2+ years’ experience in customer service, account management, billing card industry, sales, or relevant experience.
Proficiency with Google Workspace
Strong presentation and organizational skills.
Proven experience managing client-facing projects.
Strong interpersonal skills and ability to connect with a diverse customer and employee population
Self-driven, motivated, and must have the ability to manage a fast-paced, result-orientated environment
Exceptional communication and time management skills.
Strong attention to detail, problem-solving skills, and multi-tasking capabilities.
Possible travel required to assist sales with presentations, demonstrations, and on-site implementation (Travel volume based on customer need and Implementation resources)
A team player with high energy
Demonstrated capacity to prioritize tasks and manage multiple responsibilities effectively.
Consistently achieve Service Level Agreements (SLAs) at every stage of the implementation process.
Effective negotiation skills.
Preferred
Project management experience is a plus
Top Skills
What We Do
We simplify complex payment systems for fleets, corporate payments, and healthcare—unlocking insights, opportunities, and efficiencies to give you greater control of your business.
Powered by the belief that complex payment systems can be made simple, WEX (NYSE: WEX) is a leading financial technology service provider across a wide spectrum of sectors, including fleet, travel and healthcare. WEX operates in more than 10 countries and in more than 20 currencies through approximately 4,900 associates around the world. WEX fleet cards offer approximately 14 million vehicles exceptional payment security and control; our travel and corporate solutions business processes over $35 billion of purchase volume annually; and the WEX Health financial technology platform helps 343,000 employers and more than 28 million consumers better manage healthcare expenses.
