Guide new customers and employees through onboarding, training, product adoption, and implementation. Conduct virtual presentations, demos, walkthroughs, orientations, and Q&A sessions. Coordinate with Sales, answer questions, address concerns, provide best-practice materials, identify expansion opportunities, and follow up with customers who have incomplete training. Improve the onboarding experience while helping customers successfully adopt ePayPolicy’s electronic payment products.

Lead complex client integration strategy, configuration, testing, troubleshooting, and go-live activities. Serve as the technical escalation point, guiding developers on API integrations and translating technical issues for clients. Document and improve integration processes, support new product launches, maintain Salesforce case records, collaborate with internal teams, and mentor junior specialists.

Provides timely customer support through email, phone, live chat, and video conferencing. Troubleshoots issues, assists with onboarding, resolves chargebacks, identifies upsell opportunities, collaborates cross-functionally, and contributes to knowledge-base content. The role requires strong communication, problem-solving, prioritization, autonomy, and comfort using help desk and web-conferencing tools in a fast-paced SaaS environment.