Onboarding Configuration Specialist, Merchant

$80,000 - $95,000/Yr

KeyBank - Cleveland, OH

Full-time - Mid Level

Remote - Cleveland, OH

Credit Intermediation and Related Activities

About the position

The Onboarding Configuration Specialist (CS) plays a crucial role in ensuring that clients successfully leverage Enterprise Payments' (EP) treasury products and solutions. This position is integral to the Client Success team, which is dedicated to onboarding and servicing EP clients in a manner that is both efficient and client-centric. The primary goal is to help clients achieve the value they expect from their partnership with KeyBank, ultimately turning them into advocates for the bank's services. In this dynamic role, the Configuration Specialist is responsible for managing the end-to-end onboarding experience for clients. Acting as the main contact and program manager, the specialist guides clients through the post-sales process, ensuring they quickly and effectively utilize EP's products and services. The onboarding events can vary significantly in size and complexity, requiring the specialist to manage multiple events simultaneously, each at different stages of completion. Collaboration is key, as the Configuration Specialist will work closely with clients, FinTech partners, sales teams, and back office support to ensure timely and successful implementations. Key responsibilities include overseeing assigned onboarding packages, which involve completing agreements, configuring services, and providing training for initial service use. The specialist will lead meetings with various stakeholders, including sales team members, clients, and vendor representatives, to clearly communicate priorities and expectations. Additionally, the role involves creating materials to support onboarding events, maintaining transparency with stakeholders, and managing their expectations throughout the process. The Configuration Specialist will also develop, monitor, and report on key performance indicators (KPIs) to ensure that clients receive a best-in-class experience and that business development objectives are met. As a subject matter expert, the specialist will address product implementation and configuration questions, advocate for client needs, and resolve any potential roadblocks to successful service implementation. Adherence to all risk policies and procedures is essential, as is conducting necessary research related to onboarding packages. Limited travel may be required for this position.

Responsibilities

• Manage the end-to-end onboarding experience for clients.
• Oversee assigned onboarding packages, including completion of agreements and configuration of services.
• Lead meetings with stakeholders to articulate priorities and expectations.
• Create materials to support onboarding events and maintain transparency for stakeholders.
• Develop, monitor, and report on KPIs to ensure a best-in-class client experience.
• Serve as a subject matter expert for product implementation and configuration questions.
• Advocate for client needs and resolve potential roadblocks to implementation.
• Adhere to all risk policies and procedures.
• Conduct necessary research related to onboarding packages.

Requirements

• Bachelor's Degree or equivalent industry experience.
• 3-5 years of relevant experience in merchant processing, including Fiserv and Elavon; treasury/banking experience preferred.
• Strong project management, problem solving, critical thinking, and communication skills.
• Excellent interpersonal and client-facing skills.
• Ability to work independently with little supervision and make difficult decisions.
• Strong organizational skills with the ability to set priorities and handle difficult situations.
• Self-motivated and effective in a collaborative work team environment.
• High technical aptitude and attention to detail with strong follow-through.
• Proficient in Microsoft Office Programs including Word, Excel, PowerPoint, and Project.

Nice-to-haves

• Project Management or Business Analyst experience.
• Experience with Agile project management methodology.
• Experience in Merchant PayFac partner processing.
• Experience with Gateway processing (e.g., Auth.net, CyberSource).
• Familiarity with Monday.com application.

Benefits

• Base salary range of $80,000.00 to $95,000.00 annually based on experience.
• Eligibility for short-term and deferred incentive compensation based on performance.