Solutions Manager II

Responsibilities

• Orchestrate and project manage the end-to-end customer onboarding journey to accelerate time-to-value (TTV) and ensure a seamless transition.
• Conduct comprehensive training sessions to educate customers on Recurly's platform capabilities and guide them through account setup and initial configuration.
• Develop and execute tailored onboarding plans that align with individual client needs and exceed expectations, ensuring a personalized and valuable experience.
• Lead engaging onboarding sessions and workshops, providing expert guidance on platform setup, configuration best practices, and strategic utilization.
• Proactively monitor customer health and progress throughout onboarding, utilizing internal PSA software to identify trends and potential risks.
• Maintain meticulous and accurate records of onboarding activities, progress, and key outcomes to facilitate internal reporting, analysis, and proactive customer management.
• Demonstrate a strong aptitude for quickly understanding and applying new business models and technological paradigms relevant to the subscription commerce landscape.
• Collaborate effectively and proactively with cross-functional internal teams (e.g., Sales, Support, Product) to ensure alignment on priorities, adhere to established guidelines, and deliver a unified and exceptional customer experience that scales globally.
• Provide hands-on configuration and optimization of client solutions when necessary, leveraging deep platform knowledge to address specific requirements.
• Diagnose and troubleshoot technical and functional issues, effectively identifying roadblocks and escalating complex cases appropriately to ensure timely resolution.
• Maintain clear and consistent communication with both internal and external stakeholders, providing visibility on onboarding progress, potential challenges, and key milestones to ensure alignment at all levels.
• Develop, document, and champion onboarding best practices and standardized processes to drive program efficiency, improve performance metrics, and ensure predictable, repeatable, and scalable results.
• Analyze onboarding experiences and champion lessons learned to drive continuous improvement initiatives and proactively mitigate potential issues.
• Actively manage and integrate new changes and product updates into standard onboarding best practices and customer education materials.
• Effectively manage multiple concurrent onboarding projects and customer engagements, consistently delivering high-quality results and maintaining exceptional organizational skills.
• Contribute to the development and refinement of onboarding collateral and resources.
• Serve as an advocate for customer needs and provide feedback to Product and Engineering teams.
• Mentor and guide less experienced team members.

Requirements

• Minimum of 5 years of relevant experience within the FinTech industry, including exposure to SaaS business models and technologies.
• Minimum of 7 years of progressive customer-facing experience in a technical onboarding, implementation, or professional services role, with a proven track record of building strong relationships and exceeding customer expectations.
• Exceptional communication (written and verbal) and presentation skills, including the ability to articulate complex technical and business concepts clearly and persuasively to diverse audiences at all organizational levels (SMB, Enterprise, Executive).
• Demonstrated excellence in project management, with the ability to effectively prioritize, manage multiple concurrent projects, maintain meticulous organization, and drive timely results while maintaining empathy and a customer-centric approach.
• Strong understanding of the mechanics and best practices of a SaaS Professional Services or Customer Success organization, including onboarding methodologies and customer lifecycle management.
• Proven ability to quickly learn and apply new business models, technical concepts, and product features, demonstrating adaptability and intellectual curiosity.
• Demonstrated ability to effectively troubleshoot technical and functional challenges, identify root causes, and drive solutions, including the ability to escalate appropriately when necessary.
• A proactive and growth-oriented mindset with a passion for continuous improvement, demonstrated by a desire to iterate on processes, tools, and templates to enhance efficiency and customer experience.
• Experience with CRM and PSA software (e.g., Salesforce, Gainsight, NetSuite PSA).
• Familiarity with subscription billing platforms (ideally Recurly).
• Bachelor's degree in a relevant field (e.g., Business, Finance, Technology, related discipline).

Bonus Points

• Familiarity with API integrations