Implementation Consultant

About the Role:

Implementation Consultant, Financial Products is responsible for building customer relationships and delivering value during the first phase of the customer’s journey with Motive. This position involves effectively onboarding customers by implementing our Cards product, ensuring early product adoption, spend attainment, and educating customers on the value of our product and features.

A customer-oriented focus is necessary to preserve long-term customer satisfaction. This position requires someone who is highly organized, has excellent communication skills, and demonstrates good relationship-building with customers.

What You'll Do:

• Serve as the primary point of contact for customers during their implementation phase, focusing on our larger customers
• Guide new customers through initial setup and system training to ensure a timely and successful onboarding/product adoption
• Monitor customer progress to ensure adoption and timely activation
• Demonstrate excellent ability to collaborate with cross-functional teams such as support, engineering, sales, and product to resolve complex issues and improve customer experience
• Handle a large volume of phone conversations and email inquiries
• Provide timely and comprehensive updates on the project status in our project management tool
• Build customer loyalty by delivering exceptional customer service 
• Continue to ‘sell’ cards product throughout implementation process

What We're Looking For:

• 3+ years prior experience in a customer-facing role 
• Demonstrate Salesforce proficiency & your ability to use data to inform engagement plans
• Demonstrate a clear understanding of what success looks like for customers and Motive
• Effective listening and problem-solving skills
• Excellent communication (both written and verbal) and presentation skills
• Proven ability to manage multiple responsibilities with a high attention to detail and professionalism
• Experience with fintech and spend management technology is a plus
• Quick learner to either know or understand accounting terminology needed to discuss this product with customers
• Ability to build and maintain relationships with clients and their key personnel
• Ability to create presentations, project plans,  implementation plans and keep them up to date
• Strong business background including project management, account management, problem-solving, business planning, and analytical skills
• Receptive to feedback, willingness to learn and embrace continuous improvement