Business Process Consultant

hace 2 meses

Tijuana, Baja California, México Zventus A tiempo completo

About Zventus

Zventus is a leading company serving the financial services industry with innovative software, data, and services for real estate lending.

Opportunity Overview

The Business Process Consultant III plays a critical role in executing integration plans and onboarding processes for new and existing customers. Working closely with the Integration Team, this individual ensures customer integrations align with design specifications, and all end-users are proficient in utilizing our company's products alongside client integrations, configurations, and workflows.

Key Responsibilities

  1. Manages project plans and onboarding processes for new customer implementations assigned by Sales Consulting.
  2. Coordinates and facilitates formal technical and onboarding calls with customers.
  3. Implements project plans provided by Sales Consulting and modifies them as needed during implementation projects.
  4. Createsschedules, and leads client meetings to ensure successful collaboration.
  5. Main contact with customer project teams to answer questions, facilitate requests, and troubleshoot issues.
  6. Creates and maintains client-level documentation (e.g., client account setup workbooks, handoff documents).
  7. Performs customer account setup and configuration.
  8. Conducts testing of provider fees before the customer test phase.
  9. Coordinates integration testing with customers prior to production releases during onboarding phases (may require after-hours coordination);
  10. Coordinates external UAT and customer sign-off as needed during the onboarding phase or for account updates/enhancements.
  11. Create and perform user training via webinar or conduct train-the-trainer meetings to advise and educate customers' internal trainers on integration.
  12. Monitors the master onboarding calendar to ensure customer target go-live dates are met.
  13. Cross-department coordination.
  14. Works with the Data Management team to ensure accurate customer account setup and service provider onboarding.
  15. Collaborates with the Integration Team to coordinate technical calls and resolve issues to meet project timelines.
  16. Responsible for ongoing support for customer account updates and configuration requests.
  17. Manages customer account and configuration changes as needed.
  18. Researches client inquiries and ensures timely follow-up and resolution.
  19. Responds promptly to all customer phone calls and electronic inquiries.
  20. Manages and updates customer account workbooks continuously as updates and changes occur.
  21. Serves as an SME for Account Management queries on account setup and customer requested updates.
  22. Works with the product team to provide customer insights on product enhancements as needed.
  23. Documents customer project milestones, issues, and interactions in the Customer Relations Management system.
  24. Champions continuous process improvement efforts, including problem identification, root cause analysis, action plan formation, best practice creation, detailed documentation, and process refinement and streamlining.
  25. Reviews customer information within internal systems, verifying and updating records accordingly in the CRM system to ensure consistency and prepare for fulfillment.
  26. Updates JIRA with completed tasks as needed.
  27. Tracks and logs work (hours) as required for project billable work.
  28. Collects customer feedback to build and maintain effective onboarding and product support.
  29. Gathers and documents customer feedback and requests for new product features and participates in drafting product change requests as requested.
  30. Responsible for understanding and explaining existing and new product features to customers.
  31. Provides feedback on customer experience to management, sales, product, and development teams.
  32. Assists in creating and maintaining internal documentation on SharePoint.
  33. Contributes to a team responsible for shared responsibilities for Client Experience, participating in regular meetings, and working concurrently on multiple issues and tasks.
  34. Collaborates with the Account Management team to coordinate contact with customers to relay issue management and resolution to the client at each stage.
  35. Undertakes complex assignments where considerable judgment and initiative are required in resolving problems, making recommendations, and implementing those recommendations.
  36. Completes other duties as assigned.

About the Role

This Business Process Consultant III position is based in San Diego, California, offering a Monday-to-Friday work schedule and career growth opportunities.

Compensation Package

The estimated annual salary for this position is $110,000-$140,000, reflecting the company's commitment to rewarding talented professionals who drive innovation and excellence.

Benefits

  • All Mexican benefits by law.
  • Career growth opportunities.
  • Monday-to-Friday work schedule.
  • Personal time off (PTO) days accrual.
  • Private health, life, and dental insurance.
  • Corporate wellness programs and sponsorships.
  • Bi-weekly employee engagements.
  • Professional Training & Development.
  • And more...

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