Implementation Specialist

About the Company

Join a mission-driven RegTech scale-up shaping the future of financial compliance.

At eflow Global, we help top-tier investment firms stay compliant with cutting-edge cloud-based solutions. Backed by 20 years of innovation and fresh funding, we’re expanding globally – and we want you to lead that journey.

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About the Role

As a Senior Implementation & Customer Success Specialist, you will lead the onboarding of high-value, complex client projects, ensuring each implementation aligns with business workflows, compliance goals, and platform capabilities. You will act as the trusted face of eflow during onboarding—advising clients, managing complexity, and anticipating challenges.

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Beyond onboarding, you will play a pivotal role in managing client accounts throughout their lifecycle. This includes conducting Customer Success Management and support duties after clients go live, fostering strong relationships, and ensuring clients continue to derive maximum value from our solutions. You will be responsible for ongoing engagement, proactive support, and advocacy, helping clients achieve their business objectives and maintain regulatory compliance.

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This role is ideal for someone with 5+ years of client onboarding, implementation, or customer success experience in SaaS, RegTech, or FinTech, who is confident in managing multifaceted stakeholder relationships, sophisticated data or compliance workflows, and nuanced client expectations.

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Key Responsibilities

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Strategic Client Onboarding

• Lead complex client onboarding projects, often involving multiple stakeholders and jurisdictions.
• Scope onboarding projects to align platform functionality with regulatory, operational, and data-related client needs.
• Guide clients in adopting best practices that maximize long-term platform value and usability.

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Client Relationship & Communication

• Act as the primary point of contact and trusted advisor throughout onboarding and beyond.
• Drive engagement by managing expectations, building strong stakeholder confidence, and fostering clear communication.
• Confidently lead conversations regarding scope and timelines with professionalism and authority.

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Training & User Readiness

• Deliver product training and UAT walk-throughs to ensure key users are prepared for go-live.
• Help clients interpret complex product outputs and workflows to build comfort and familiarity with the system.
• Share industry insights and relevant use cases to support confident product adoption.

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Cross-Functional Delivery

• Collaborate with internal teams (Product, Technical Specialists, Support) to ensure successful onboarding execution.
• Anticipate risks and escalate delivery challenges early, contributing to a frictionless experience for clients.
• Ensure all onboarding documentation is accurately maintained, approved, and delivered on schedule.

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Customer Success Management & Post-Go-Live Support

• Maintain and nurture client relationships after go-live, acting as the main point of contact for ongoing support and engagement.
• Proactively monitor client health, usage, and satisfaction, addressing issues before they escalate.
• Conduct regular account reviews, identify opportunities for optimization, and advocate for client needs internally.
• Facilitate renewals by demonstrating continued value.
• Coordinate with support teams to resolve post-implementation issues swiftly and effectively.

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Team Enablement & Process Contribution

• Contribute to the ongoing refinement of onboarding and customer success processes, tools, and documentation to improve delivery quality and scalability.

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Qualifications and Skills

• 5+ years of experience in implementation, onboarding, customer success, or delivery roles in a SaaS, FinTech, RegTech, or enterprise software environment.
• Demonstrated success in delivering complex or high-touch client onboarding and post-implementation support.
• Strong communication and interpersonal skills.
• Commercial and regulatory awareness to tailor onboarding and ongoing support to clients' business goals.
• Excellent judgment, prioritization, and problem-solving skills in high-pressure settings.
• Confidence in navigating scope clarification, risk mitigation, and solution alignment across multiple teams.
• Familiarity with investment management, trading compliance, or data workflows is highly advantageous.