What We're Looking For

We are seeking an experienced I&O Manager to play a crucial role in ensuring the successful adoption and implementation of products or services for our Enterprise Customers. You will be responsible for overseeing the entire onboarding process, from initial client engagement to project completion. The manager collaborates with cross-functional teams, including but not limited to sales, solutions, product, and technical support, to deliver a seamless onboarding experience and ensure client satisfaction. In addition to ensuring the successful delivery of our FinTechs into production, you will help to lead part of our I&O team, drive process standards and create transparency into the health of your team.

What You’ll Do

Project Management:

• Manage the end-to-end onboarding process for clients, including scoping, planning, resource allocation, and timeline management.
• Serve as the primary point of contact for clients, understanding their requirements and objectives.
• Define project milestones and deliverables, ensuring adherence to timelines and quality standards.
• Monitor project progress, identify potential issues, and proactively take corrective actions.

Client Engagement:

• Conduct discovery sessions with clients to understand their business processes, goals, and challenges.
• Collaborate with the sales team to ensure a smooth transition from the sales process to implementation.
• Provide guidance and recommendations to clients on best practices for successful implementation.
• Address client concerns and escalations promptly, ensuring effective resolution and client satisfaction.
• Manage delivery timelines and ensure the FinTech is aligned on dates and deliverables

Cross-functional Collaboration:

• Collaborate with internal teams, including sales, product development, risk and compliance, customer success, and technical support, to align on project goals and deliverables.
• Coordinate with the technical team to ensure smooth integration and implementation of products or services.
• Conduct regular meetings and status updates with stakeholders to ensure alignment and visibility on project progress.
• Communicate project updates, risks, and issues to leadership and key stakeholders.

Documentation and Training:

• Develop and maintain implementation documentation, including project plans, requirements, and technical specifications.
• Provide training and support to clients on product usage and best practices.

People Leadership:

• Implement performance management processes, including goal setting, performance evaluations, and performance improvement plans.
• Provide guidance and support to managers in conducting effective performance discussions and providing feedback.
• Identify training and development needs, and collaborate with the learning and development team to design and deliver appropriate programs.
• Support career development and succession planning initiatives.

What You’ll Bring

• Bachelor's degree in business administration, computer science, or a related field (or equivalent experience).
• Experience with enterprise customer management.
• Proven experience as an implementation manager, onboarding manager, or similar role.
• Strong project management skills, with the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to build relationships and effectively collaborate with internal teams and clients.
• Strong problem-solving and decision-making abilities, with a keen attention to detail.
• Technical aptitude and the ability to understand complex product functionalities.
• Familiarity with software implementation methodologies and best practices.
• Ability to adapt to a fast-paced and dynamic work environment.

Diversity & Inclusion

Synctera is committed to having a workforce that is reflective of the diversity within the United States and Canada. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Synctera.

Benefits

• 100% employer paid medical, dental, and vision benefits for US and Canadian employees and dependents
• Employer contribution to HSA for US employees
• Annual HCSA and generous extended health care coverage for Canadian employees and dependents
• 401(k) for US employees and RRSP for Canadian employees
• Mental health resources available for all employees
• Unlimited paid time off
• Generous paid new parent leave program
• Home office setup stipend
• Stock options program for all employees
• Growth potential and opportunity to have a significant impact at an early stage of our company's journey
• Working with a team of rockstars (+ a monthly happy hour with the team!)

To all recruiters and recruitment agencies: Synctera does not accept unsolicited resumes. Please do not forward resumes to our jobs alias or to Synctera employees without an active vendor agreement in place. Synctera is not responsible for any fees related to unsolicited resumes.

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