Implementation Specialist

Description

The Momentus Capital branded family of organizations - which includes Capital Impact Partners, CDC Small Business Finance, and Ventures Lending Technologies - is transforming how capital and investments flow into communities to provide people access to the capital and opportunities they deserve. We are working to reinvent traditional financial systems that have failed to address systemic issues of inequality, economic empowerment, and the widening racial wealth gap by offering a continuum of financial, knowledge, and social capital to help local leaders build inclusive and equitable communities and create generational wealth. This includes a comprehensive package of loan products, impact investment opportunities, training and business advising programs, and technology services that advance locally-led solutions. Our suite of products and services, experience, and scope will foster equitable job creation, wealth building, and economic mobility.

Position Summary

The Ventures Lending Technology (VLT) team is known for their high level of customer service and dedication to delivering great products. With strong knowledge in loan production and Ventures technical functionality, the Implementation Specialist will provide onboarding support and training to VLT’s clients which operate across all stages of loan production and portfolio management. Our lender clients, most of whom are non-profits, assist business owners across the U.S. Many are Certified Development Financial Institutions (CDFI) or Certified Development Companies (CDC) that generate billions of dollars in financing annually. VLT has offices in San Diego but anticipate this being a full remote position. There may be occasional travel for company meetings (usually semi-annually). We currently have team members in all four US continental time zones.

Essential Responsibilities

• Own new customer on boarding and additional implementations for assigned accounts, including kickoff, process design, build, train and rollout
• Build and maintain strong relationships with customers and become a trusted advisor throughout the implementation process
• Serve as a dedicated project manager for all assigned implementations, focusing on time-to-value for our customers
• Consult with the customer to deliver the appropriate implementation experience based on each customer’s maturity.
• Utilize our application templates as an accelerator to get customers up-and-running quickly, applying configuration changes as needed
• Partner with the Support team to ensure a smooth handoff of the customer experience from onboarding and implementation to ongoing partnership
• Work with customers to gather requirements to create their custom items within Ventures and then train them on how to maintain them going forward. Specific areas that have been identified for customization
• Reports
• Web Templates for custom documents
• Document Storage set up and document mapping
• Tasks and Checklists
• Administration preferences (permission settings, snippets, etc.)
• Borrower Portal
• Conduct highly effective meetings with customers over web conference
• Create written documentation and videos for training and knowledge base articles.
• Assist with customer support through the ticketing system which will include support tickets that may be assigned
  

Requirements

• Bachelor’s Degree or its equivalent. Education level will be evaluated on a comprehensive basis that considers both education and work experience.
• Minimum of 2 years of experience in project management, implementation, and/or Ventures user experience.
• Minimum of 2 years of experience working in the lending field or software development for lenders.
• Attention to Detail - Implementation Specialists should possess a keen eye for detail to accurately diagnose and address customer issues. They should closely attend to customer feedback, product usage/workflows, and other metrics to identify areas for improvement.
• Continuous Learning - The software industry is ever-changing, with new features, updates, and technologies being introduced regularly. Implementation Specialists should be committed to continuously learning to stay up-to-date on the latest developments and enhance their technical skills.
• Cross Functional Collaboration - Collaboration with other teams, such as product development, sales, and support, is vital for delivering a seamless customer experience. Implementation Specialists should be able to collaborate effectively with cross-functional teams to address customer needs and drive product improvements.
• Communication Skills - Clear and effective communication is crucial for Implementation Specialists to convey technical information, instructions, and solutions to customers. They should be able to communicate complex technical concepts in a simple and understandable manner.
• Technical Proficiency - A strong understanding of the software product and its features is essential for effectively assisting customers. This includes proficiency in using the software, troubleshooting technical issues, and providing guidance on best practices for usage.
  
  

Benefits

The salary range for this position is $72,648 - $83,000 and is eligible for an annual incentive.

This role is eligible to work remotely.

All employees must be legally authorized to work in the United States. The Company will not sponsor applicants for work visas.

EEO: Momentus Capital is an equal opportunity employer committed to a diverse work force; and, as such, is fully committed to providing employment for qualified individuals, free from discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, pregnancy, childbirth or related medical conditions, or any other protected characteristic established by applicable law.