At Fundingo we’re interested in who you are, as well as what you’ve done.

• Client Happiness & Successful Onboarding: Ensure that clients are satisfied with the implementation process and continue to be engaged. Serve as the point of escalation for implementation managers, effectively resolving project issues. 
• Strategic Planning: Develop and execute strategies that align with the company’s objectives, leading to successful project delivery and client satisfaction. Identify and implement improvements in processes to allow for on time and on budget delivery of projects.
• Portfolio Management: Oversee multiple client onboarding projects concurrently, ensuring they are delivered successfully and clients go live on FUNDINGO’s platform.
• Revenue Generation: Identify opportunities to enhance client engagement and satisfaction through additional offerings, contributing to a positive experience. Liaise between implementation managers and clients to coordinate change orders.
• Client Advocacy: Act as a primary advocate for clients, ensuring their needs and concerns are addressed promptly and effectively.
• Collaboration with Internal Teams: Ensures client feedback is incorporated into product improvements and that implementations are smooth, leading to a positive client experience. Partner with cross-functional team members to drive customer references, product/project reviews, and case studies.
• Smooth Handoff: Ensure a smooth handoff and continuity between sales and delivery. Work with sales to ensure implementation timelines, scope, and commitments are set up for client success during delivery. 
• Stakeholder Relationship Building: Builds strong relationships with stakeholders, which helps in maintaining long-term client satisfaction and encouraging clients to act as references.

• Bachelor’s degree in Business Administration, Management, or a related field. A Master’s degree or relevant professional certification is a plus.
• Minimum of 5 years in customer success, client management, project delivery, or a related field within the SaaS industry.
• Proven track record of managing client onboarding projects and driving customer satisfaction.
• Experience with financial services platforms, particularly Salesforce, is preferred.
• Excellent problem-solving and communication skills.
• Proficiency in CRM software (preferably Salesforce) and project management tools.
• Ability to develop and execute strategic plans aligned with company goals.
• Experience coordinating with teams across multiple disciplines.
• Demonstrated ability to build and maintain client relationships.
• Project Management Professional (PMP) certification is a plus.
• Ability to identify and capitalize on revenue-generating opportunities.
• Experience in managing teams and collaborating with various departments.

• Design, develop, and maintain Salesforce applications, including custom objects, workflows, triggers, Apex classes, Lightning components, and user interfaces.
• Leverage Salesforce declarative features and programmatic solutions to meet complex business needs.

Collaboration & Solution Design

• Partner with business analysts, stakeholders, and the integration team to understand requirements and provide effective, scalable solutions.
• Create detailed technical designs and ensure alignment with business objectives.

Code Quality & Best Practices

• Write clean, efficient, and well-documented code that adheres to Salesforce best practices and organizational standards.
• Conduct and participate in peer code reviews to uphold quality benchmarks and foster knowledge sharing.

Integration & Data Management

• Integrate Salesforce with external systems and data sources using APIs, middleware, and third-party tools.
• Ensure data accuracy, consistency, and security across integrated platforms.

Troubleshooting & Support

• Identify, troubleshoot, and resolve technical issues within Salesforce applications, ensuring minimal disruption to users.
• Provide technical support for deployments and ongoing maintenance.

Scalability & Maintenance

• Continuously optimize applications to improve performance, scalability, and usability.
• Ensure all solutions are maintainable and align with future business goals and Salesforce platform updates.

• Adherence to pre-established quality benchmarks as evaluated by the Senior Lead Developer.
• Ratio of code sent back for revision versus code approved in initial review.

Ticket Management:

• Percentage of tickets completed within estimated time and budget.

Quality Assurance:

• Number of tickets reopened after QA due to incomplete fixes or additional issues.

• Proven experience developing and customizing Salesforce solutions (Apex, Lightning Components, SOQL, and Salesforce APIs).
• Strong understanding of Salesforce platform capabilities and best practices.
• Experience with Salesforce integrations using REST/SOAP APIs or middleware tools like MuleSoft or Zapier.
• Proficiency in version control systems (e.g., Git) and CI/CD processes.
• Excellent problem-solving skills and attention to detail.

Preferred:

• Salesforce certifications (e.g., Salesforce Certified Platform Developer I/II, Administrator, or Advanced Administrator).
• Experience with Agile or Scrum development methodologies.
• Familiarity with tools like Jira or Trello for ticket management.

• Manage and support our customers’ Salesforce instances using declarative tools in the setup
  menu.
• Proactively identify and initiate ways for clients to grow and improve their systems.
• Assist Business Analysts with gathering, preparing, and documenting business requirements for
  both new implementations and enhancements for existing customers.
• Provide solutions to customer problems and solve business problems with Salesforce tools.
• Create and manage custom objects, fields, formulas, reports, dashboards, analytic snapshots and
  report types.
• Coordinate with third party Apps (Conga, DocuSign, Etc.) and integration companies.
• Configure and maintain custom validation rules, workflow rules, and process builders.
• Configure and maintain security and permission settings, profiles, roles, permission sets, etc.
• Complete bulk imports and exports of data using various data import tools.
• Support client questions and troubleshooting issues with our FUNDINGO AppExchange apps.
• Assist in customer training, creating training plans, materials and documentation for customers.
• Monitor user adoption rates and respond as needed (additional training sessions,
  communication, modifications, or other resources) to improve.
• Recommend and provide best practices to customers.

• Salesforce Administrator certification is a must
• Minimum 2 years’ experience with Salesforce administration.
• Demonstrated expertise and experience with various CRM applications and relational database
  applications.
• Familiarity with direct marketing strategy, analytics, database structures and technologies is a
  plus.
• Working knowledge of Microsoft Excel.
• Demonstrated analytical skills and comfort with data, metrics and statistical methods.

• Flexibility to meet continuously changing priorities and challenges.
• Excellent communication, follow through, and people skills.
• Ability to multitask, meet deadlines and stay calm under pressure.
• Interest in studying and learning new skills.
• Background in the Financial Services (lending) industry a plus.

• Communicate with clients throughout the software customization process to obtain feedback and approval
• Lead customers through the full lifecycle of the project from kickoff through training and go live.
• Configure/build lightning pages on the Salesforce platform
• Tailor and configure the system to meet customers business needs
• Collaborate and work with internal resources to meet timelines and exceed customers expectations
• Guide and assist customers through the data conversion/data migration process
• Conduct a new implementation welcome call, explaining our methodology, introducing our team members, and reviewing the scope and schedule with the new client
• Conduct working sessions to review requirements and configuration with new clients
• Collect feedback and document notes from client working sessions
• Prepare daily and/or weekly status reports, and communicate status to the client regularly
• Monitor all phases of the project and escalate issues when necessary
• Identify project risks and discuss mitigation strategies with the client
• Work independently to deliver configuration, testing, and documentation
• Lead and participate in technical system setup and configuration
• Analyze information, reports, etc. to determine trends and issues, and make recommendations
• Expand the reach and effectiveness of existing products, including making recommendations for new execution and support models, as well as technological improvements.
• Design, build, and demonstrate innovative solutions to address these challenges
• Ensure that the project team is aware of key deliverables and project milestones
• Attain quarterly and annual objectives defined collaboratively with management

• 3-5 years of relevant experience in customer implementation, onboarding, consulting, support, sales engineering, or technical problem-solving
• 2+ years of lending experience
• Experience in client services in a B2B/SaaS environment
• Strong communication and customer relations skills
• Advanced in Google Workspace and proficient in Microsoft excel
• Ability to work in a fast-paced environment
• Ability to adapt quickly to changing priorities
• Ability to work in office at our Century City, California location at least three times a week

• Communication: 
  • Communicate with clients throughout the software implementation and customization process to obtain feedback and approval.
  • Document client requirements and implementation approaches for the technical delivery team. 
• Requirements Gathering & Solutioning: 
  • Conduct working sessions with clients to review and gather business and technical requirements, ask clarifying questions, and document the information.
  • Analyze client information, documentation, flow charts, reports, etc. to determine requirements and make recommendations. 
  • Design and recommend innovative solutions to address the business challenges. Tailor the Fundingo software to meet customers’ business needs.
  • Perform training and walkthroughs of the Fundingo loan management application. 
  • Guide and assist customers through the data conversion/data migration process. 
• Project Management: 
  • Lead customers through the full lifecycle of the project from kickoff through training and go live.
  • Collaborate and work with internal resources to meet timelines and exceed customers expectations. 
  • Prepare weekly status reports, and communicate status to the client regularly.
  • Monitor all phases of the project and escalate issues when necessary.
  • Identify project risks and discuss mitigation strategies with the client. 
  • Ensure that the project team is aware of key deliverables and project milestones.

• Strong Communication Skills:
  • Strong communication and customer relations skills.
  • Demonstrate the ability to effectively ask critical questions to gather and clarify business requirements.

• Technical and Analytical Skills:
  • Strong technical background or aptitude to analyze various forms of information, documentation, flowcharts, and reports to determine client requirements.
  • Problem-solving and critical thinking skills. The ability to design and recommend innovative solutions tailored to meet clients’ business needs. 
  • Comfortable with data conversion and migration processes, indicating proficiency in data management and data analysis.
  • Strong understanding of software development concepts, implementations, and change management.

• Knowledge:
  • Salesforce Administration: Basic Salesforce configurations, including flows, lightning page layout, and reports.  
  • Lending industry: Basic knowledge of the lending industry, and familiar with the loan origination and loan servicing process. 

• Experience:
  • 3-5 years of relevant experience in technical implementations, onboarding, consulting, support, sales engineering, or technical problem-solving.
  • 2+ years of lending industry experience.
  • Has worked in a fast-paced technical environment, needed to adapt quickly to changing priorities. 

• Support Ticket Management and Prioritization: Oversee and conduct initial review of support tickets. Assess severity and technical requirements of incoming tickets. Prioritize and respond to urgent issues causing business interruption.
• Technical Review: Perform initial technical analysis for issues, identifying whether they require developer intervention. Handling as many requests as possible through your own Salesforce and Fundingo knowledge.
• System Updates: Addressing client requests for new Salesforce reports, flows, and package updates, and configuring various system functionality typically managed by a system administrator. Scope new functionality for custom development when applicable.
• Client Communication: Respond promptly to clients, confirming receipt of issues and requesting additional information when necessary. Continued follow through until resolution. 
• Technical Briefing & Collaboration: Provide detailed briefings to technical personnel to facilitate efficient troubleshooting. Schedule and participate in meetings with developers to collaboratively resolve issues.
• Client Advocacy in Product Roadmap: Participate in product prioritization meetings with managers to represent client needs and report on current issues. Link product and support tickets for package updates or fixes.
• Grow & Adapt: Learn from previous issues and technical peers to allow for a higher rate of self resolution vs. escalation of support issues.
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• Salesforce experience is a must: 2+ years of hands on experience
• Organizational Skills: Demonstrated ability to manage multiple tasks and projects efficiently.
• Follow-Through: Proven track record of effectively seeing tasks through to completion.
• Client Advocacy: Strong focus on understanding and advocating for client needs.
• Communication Skills: Excellent written and verbal communication abilities.
• Lending Industry Experience: Previous experience in the lending industry, especially with Fintech solutions like nCino, is advantageous for understanding the technological and functional aspects of the role.