Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

As a new Implementation Coordinator, you will be joining a team dedicated to delivering an exceptional experience to all clients. We are the first step in the client experience after the application is approved. We focus on building strong client relationships through the process of creating and implementing merchant accounts which allows them to simplify and grow their business. You will be responsible to coordinate with clients, specialists, partners and/or other internal teams for newly onboarded Merchant/Client accounts to schedule implementation appointments. This position is extremely fast paced and requires a high attention to detail. Your role is critical to the success of our clients and the business.

Coordinate Implementations

• Manage multi-channel workflow inputs and outputs

• Contact all newly onboarded accounts within 24 hours of onboarding completion

• Continuously communicate via phone and email with all new accounts until their implementation has been scheduled

• Maintain and exceed the team standard for a high daily client contact rate

• Identify unique client needs and integration requirements to correctly schedule appointments

• Clearly and concisely communicate with clients via phone and email

• Understand and explain the nuances and computer system requirements for their implementation and integration appointment

• Question clients regarding their computer/network environment, correctly identifying their setup and integration and implementation requirements

• Identify accounts involved a Beta implementation process, identifying and involving all necessary parties and extra requirements for the implementation appointment

• Coordinate with the client to identify any additional requirements needed to complete their account setup, communicating with internal teams as necessary

• Set proper expectations regarding time, security verification and computer access requirements necessary to complete their implementation

• Accurately schedule clients appointments based on their individual needs, location, and specialist availability

• Conference specialists and clients together at the start of their scheduled appointment

• Coordinate daily with specialists for optimal breaks and lunch periods, maximizing appointment coverage

• Understand the dynamic nature of appointments and specialist availability in order to assign on-demand appointments as the calendar allows

• Understand the workflow and correct processes of teams that handle accounts prior to implementations

• Use partner product documentation to confirm the account onboarding requirements have been met

• Communicate with the correct upstream department for any changes or updates necessary before the account implementation can be completed

• Identify any trends, communicating them to leadership for resolution

• Clearly and concisely document all client interactions according to department procedure, keeping detailed, accurate notes; update account statuses as needed

Client F1rst with a servant mentality

• Approach every client interaction with the client's specific needs in mind

• Provide every client with a 'White Glove' experience by helping them feel and understand our passion for their success

• Help our clients understand the value, not just the function, of our software, solutions, and services

• Understand our clients business timelines, monitoring their account, and following through with our clients as they pass their important onboarding milestones

• Receive and accept client client feedback, coordinating with other departments as necessary to drive a continuous differentiated, positive experience for the client

Communication and Collaboration

• Manage a prioritized outbound communication workflow

• Manage inbound phone queues

• Utilize Gmail to respond to client email request

• Utilize Google Meetings to interact with clients and schedule group trainings

• Utilize other G Suite services to communicate with internal teams

Understand and adhere to PCI process and procedure

• Perform the necessary level of data verification for client interactions

• Understand the basics of PCI requirements for clients and be able to help answer or direct their PCI related questions.

Required Qualifications

• 1-3 years of experience in a high volume Client Success/Technical Services/Implementation environment.

• Strong customer service and highly professional demeanor in phone and email communications

• Effectively communicate in both written and verbal settings

• Rapid multitasking and strong attention to detail

• Ability to build strong relationships

• Ability to quickly learn and adapt to changing processes and technologies

• Ability to understand and explain technical concepts for computer systems, Global Payments supported products and services

• Ability to work in a high paced environment

• Ability to work under pressure, in a team environment

• Ability to use spreadsheet, email and VOIP products

Preferred Qualifications

• Friendly competitive nature

• 1-3 years experience making a high volume of outbound calls/contacts in a support or sales environment

• Understanding of high level concepts around Terminal Services, Cloud Based Software and Software as a Service (SaaS)

• Understanding of home/ business networks (wire and wireless) using multiple network technologies and consumer/business peripherals, such as switches, routers, modems, printers, etc.

• Understanding of networking technologies TCP/IP, DNS, and firewalls

• Understanding of internet connectivity using cable, DSL, satellite, dial-up

• Understand Terminal Services, their functions/limitations

• G Suite: email and filters, google meetings, hangouts

• SalesForce

• Confluence

Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.