Customer Implementation Associate

Job Description

The Opportunity:

The Customer Implementation Associate plays a key role in guiding new customers through onboarding and implementation of Sertifi and Flywire solutions. This role supports the transition from sales to live usage by delivering structured training, reinforcing best practices, and helping customers build strong foundational workflows. By driving consistency, efficiency, and flexibility in how solutions are introduced, this role sets the foundation for successful customer outcomes across day to day operations.

Challenges You’ll Tackle:

• Support new customer onboarding by guiding clients through initial setup, training, and implementation of Sertifi and Flywire solutions
• Deliver both scheduled and ad hoc trainings to educate customers on best practices, core functionality, and efficient workflow usage
• Answer customer questions, provide resources, and help customers become confident navigating and using the platform
• Assist in transitioning customers from onboarding to a stable live state using tools such as Salesforce and ChurnZero
• Respond to customer inquiries through direct communication, resolving routine questions and escalating more complex issues as needed
• Maintain accurate and detailed documentation within Salesforce, including project steps, customer pain points, and key interactions
• Collaborate with internal teams including Sales, Customer Success, Product, and Engineering to support customer outcomes and remove blockers
• Follow established standard operating procedures to complete setup tasks and troubleshoot issues
• Support ad hoc onboarding and implementation initiatives to improve efficiency and execution
• Actively ask questions, execute assigned tasks, and demonstrate a willingness to learn and adapt in a fast changing environment
   

Qualifications

Here's What We're Looking For:

• 1 plus year of experience in onboarding, implementation, customer success, enablement, or similar customer facing roles
• Hospitality experience, including hotels, resorts, front desk operations, or sales and events, is a strong advantage
• Strong communication skills with the ability to clearly explain concepts and guide customers through changes in workflows
• Ability to take direction, execute tasks effectively, and continuously learn
• Highly organized with strong attention to detail and ability to manage multiple priorities
• Comfortable working in a fast paced, evolving environment with a flexible mindset
• A proactive approach to problem solving, including asking thoughtful questions and seeking clarity
• Exposure to SaaS environments and familiarity with Salesforce, ChurnZero, Google Workspace, Slack, Okta, and Adobe Acrobat is preferred

Additional Information

Submit today and get started!
 

We are excited to get to know you! Throughout our process you can expect to meet different FlyMates including the Hiring Manager and other Flymates. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for questions.

Flywire is an equal opportunity employer and follows a policy of administering all employment decisions and personnel actions without regard to race, color, religion, sex, pregnancy, gender identity, national origin, age, ancestry, physical or mental disability, sexual orientation, genetic disposition or carrier status, veteran status, or any other category protected under applicable national, federal, state or local law.

The US base salary range for this full-time position is $55,000-$65,000 plus bonus, and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training. 

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