Client Implementations Consultant

Fispan Co; Vancouver; Hybrid; CAD 55,000 - 60,000; Full time

Benefits offered by this job

Best-in-Class Equipment

Prime Location

Flexibility

Extended health and dental benefits

Paid time off

Savings and retirement plan matching

Parenthood top-up

Mentorship programs, and leadership系列

Job summary

FISPAN Services Inc., a Vancouver-based Enterprise SaaS FinTech, invites applications for a Customer Success Associate to support new users during onboarding, build trusted relationships, and become the technical SME for our embedded banking products. You will guide implementations for large enterprise clients and troubleshoot onboarding errors with a proactive mindset.

This role requires at least two years in a customer-facing role, strong English communication, and willingness to work flexible

Qualifications

• Two years of experience in a customer or client-facing role (e.g. Customer Success).
• Experience implementing SaaS or similar products for large enterprise users is a bonus.
• Strong aptitude for quickly learning new technologies.
• Excellent written and verbal English proficiency.
• Self-motivated, confident, detail-oriented, with a drive for high achievement.
• Available to work flexible hours/shifts (as early as 5am PST), including on-call and Canadian statutory holidays.
• Superb customer service skills.
• Interested in how money moves from point A to Point B.
• A second language is an asset.

Responsibilities

• Provide exceptional customer service during onboarding for new FISPAN users.
• Develop strong relationships with customers throughout the implementation.
• Become the technical SME for FISPAN’s products and services.
• Troubleshoot onboarding errors proactively.
• Respond to stakeholder questions with professionalism.
• Collaborate with Product, Development, DevOps, and Management to build feedback loops.
• Document customer communications and recurring technical issues to support product quality.
• Contribute to Support Knowledge Base Articles and FAQs.
• Contribute to customer success initiatives when needed.
• Support advanced initiatives such as Bank Success Ownership after 4-6 months.

Skills

Customer Success Experience

SaaS Implementation

Technical Aptitude

Written English

Job description

Our Business

FISPAN Services Inc. (FISPAN) is an Enterprise SaaS FinTech company that allows banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred ERP / accounting platform.

Founded in 2016 and headquartered in downtown Vancouver, FISPAN is on a mission to create the best product in the FinTech industry and fundamentally change the way that companies bank. Being the market leader in ERP Banking, we work with the world’s Tier 1 banks with assets exceeding $3T, including J.P. Morgan Chase, Wells Fargo, TD and Bank of Montreal.

We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey.

Key Responsibilities

• Provide exceptional customer service experience by providing support for new FISPAN users in the implementation of FISPAN’s products
• Develop strong and trusted relationships with customers throughout the implementation project
• Become the technical subject matter expert (SME) for FISPAN’s products and services
• Effectively and proactively troubleshoot errors occurring during the customer onboarding process
• Respond to all internal and external stakeholder questions and concerns with a high level of professionalism
• Collaborate with other departments, including Product, Development, DevOps, and Management, to build customer feedback loops and drive constant improvement.
• Document customer communications and recurring technical issues to support product quality programs and product development
• Contribute to Support Knowledge Base Articles and FAQ’s
• Contribute to customer success initiatives when needed
• Support more advanced initiatives such as Bank Success Ownership (BSO after 4-6 months, etc.)

What you Need

• Two years experience in a customer or client facing role. (i.e. Customer Success)
• Experience with implementing SaaS or similar products for large enterprise users is a bonus
• Strong aptitude with an ability to learn new technologies quickly
• Excellent written and verbal English proficiency
• Self-motivated, confident, competitive, detailed-oriented, and big appetite for high achievement
• Available to work flexible hours/shifts (as early as 5am PST), including on-call and Canadian statutory holidays
• Superb customer service skills
• Interested in technology and how money gets from point A to Point B.
• A second language not necessary but is an asset
• Someone who is wanting to make an opportunity their own
• Looking for growth potential in the role and organization

Why Work With Us?

Visionary Team, Proven Results

Our leadership bench brings deep, collective experience in scaling high-growth FinTech companies through major funding cycles and critical market inflection points. This expertise creates a stable foundation, allowing you to focus on building and innovating. You will benefit directly from mentorship, expand your professional network, and learn the strategic decision-making processes required to lead a global, mature technology company.

Accelerated Career Ownership & DEI Commitment

We are an emerging high-growth company, and that means your career trajectory here is accelerated. Our employees are immediately given a high level of ownership and autonomy over complex, impactful projects.

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion. We strive to eliminate bias throughout our recruitment process and build a culture where everyone feels they belong and can contribute their best work.

Strategic Total Rewards & Wellbeing

We invest in your success. Our total compensation packages are designed to be highly competitive, including a semi-annual bonus plan that give you a true stake in our future. Beyond your compensation, you benefit from:

• Best-in-Class Equipment: The most modern MacBook and Apple equipment.
• Prime Location: Our downtown Vancouver office offers coastal views and access to the building fitness center.
• Flexibility: Generous benefits, including a family leave top-up program and our Work-From-Anywhere policy.

Purpose-Driven Culture & Prime Perks

Our culture is the foundation of our success. We operate with a "we over me" mentality, fostering strong, collaborative bonds built on Trust and Candor. You will also enjoy: fully stocked cupboards, weekly catered team lunches, and daily JJ Bean coffee runs to keep your energy high and your wallet happy.

Compensation Package

FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow.With that, the hiring salary range for this position is $55,000-$60,000 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive semi-annual bonus program, subject to program eligibility requirements.

At FISPAN, we reward employees for achieving their objectives, going beyond the requirements of their job, demonstrating leadership, fostering innovation and advancing the organization as a whole. We value talented people of all backgrounds and characteristics that share our vision of being the number one platform for the business banking ecosystem.

Other components of our total rewards offerings include support of career development, wellbeing, and personal growth.

• Extended health and dental benefits
• Paid time off
• Savings and retirement plan matching
• Parenthood top-up
• Mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements and may vary, only be partially or not at all available based on criteria such as location, employment status, etc. We'll be happy to clarify eligibility for interviewing candidates.

Diversity, Equity & Inclusion

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion. This starts in the recruitment process. All job postings are first evaluated in a gender-decoding platform to ensure fair candidate pools. Human Resources and hiring managers also engage in blind hiring and resume review practices to ensure we are being objective and mitigating any potential biases.