SaaS Onboarding Specialist (NA Hours

Position: SaaS Onboarding Specialist (NA Hours)
The SaaS Onboarding Specialist is responsible for managing the end-to-end client implementation process from contract execution through successful onboarding, integration, and go-live. This role serves as the primary point of contact throughout implementation, ensuring seamless project execution, effective communication, accurate documentation, and exceptional client experience.

The specialist collaborates closely with internal teams and external stakeholders to coordinate project activities, perform integration testing, troubleshoot issues, and drive successful adoption of Rent Payment solutions.

Success in this role requires strong project management, communication, problem-solving, and client relationship skills, along with the ability to manage multiple projects in a fast-paced environment.

Please note, this position is required to work in accordance with U.S. hours (EST) 8:30am-5:00pm (EST) as well as observing U.S. Public Holidays.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

Key Responsibilities Manage the full implementation lifecycle from contract signing through client onboarding and production readiness.

Serve as the primary client contact throughout the implementation process, providing regular updates and guidance.

Develop, maintain, and execute project plans to ensure implementations are completed accurately and on schedule.

Lead implementation kickoff meetings and actively drive project milestones to completion.

Partner with Sales and other internal stakeholders to gather project requirements and understand client objectives.

Collaborate with cross-functional teams to ensure successful implementation outcomes.

Track and document all project activities, timelines, decisions, risks, and client communications.

Establish and manage client expectations regarding implementation scope, timelines, and deliverables.

Ensure the highest level of customer satisfaction through proactive communication and issue resolution.

Prepare and deliver client presentations, project status updates, and implementation documentation.

Configure, test, and support integrations between multiple software platforms and systems.

Act as a Subject Matter Expert (SME) on implementation processes, products, and best practices.

Conduct product training sessions, including payment processing and check scanning workflows.

Troubleshoot implementation challenges and manage escalations through resolution.

Develop a strong understanding of MRI products and their integration with Rent Payment solutions.

Identify opportunities for process improvement and support the adoption of new procedures and technologies.

Maintain flexibility in a changing environment and adapt to evolving business needs.

Participate in special projects and perform additional duties as assigned.

Preferred Qualifications Experience in SaaS Implementation/Onboarding Advanced proficiency in Microsoft Excel and PowerPoint.

Experience using Smartsheet or similar project management tools.

Strong working knowledge of Microsoft Office Suite applications.

Experience presenting to and collaborating with multiple levels of management.

Background in customer support, client success, or account management.

Experience in managing client relationships and implementation projects.

Knowledge of API integrations and system connectivity concepts.

Prior experience with payment processing platforms.

Experience with real estate, property management, or financial technology software solutions.

Required

Skills & Qualifications Excellent verbal, written, and presentation communication skills.

Strong analytical, critical thinking, and problem-solving abilities.

Proven ability to manage multiple priorities and projects simultaneously.

Strong organizational skills with attention to detail.

Ability to work collaboratively in a cross-functional team environment.

Effective planning, prioritization, and time management skills.

Working knowledge of FinCEN and Know Your Customer (KYC) regulations.

Experience with in…