SaaS Onboarding Specialist (NA Hours)

The SaaS Onboarding Specialist is responsible for managing the end-to-end client implementation process from contract execution through successful onboarding, integration, and go-live. This role serves as the primary point of contact throughout implementation, ensuring seamless project execution, effective communication, accurate documentation, and exceptional client experience.

The specialist collaborates closely with internal teams and external stakeholders to coordinate project activities, perform integration testing, troubleshoot issues, and drive successful adoption of RentPayment solutions.

Success in this role requires strong project management, communication, problem-solving, and client relationship skills, along with the ability to manage multiple projects in a fast-paced environment.

Please note, this position is required to work in accordance with U.S. hours (EST) 8:30am-5:00pm (EST) as well as observing U.S. Public Holidays.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

Key Responsibilities

• Manage the full implementation lifecycle from contract signing through client onboarding and production readiness.

• Serve as the primary client contact throughout the implementation process, providing regular updates and guidance.

• Develop, maintain, and execute project plans to ensure implementations are completed accurately and on schedule.

• Lead implementation kickoff meetings and actively drive project milestones to completion.

• Partner with Sales and other internal stakeholders to gather project requirements and understand client objectives.

• Collaborate with cross-functional teams to ensure successful implementation outcomes.

• Track and document all project activities, timelines, decisions, risks, and client

• communications.

• Establish and manage client expectations regarding implementation scope, timelines, and deliverables.

• Ensure the highest level of customer satisfaction through proactive communication and issue resolution.

• Prepare and deliver client presentations, project status updates, and implementation documentation.

• Configure, test, and support integrations between multiple software platforms and systems.

• Act as a Subject Matter Expert (SME) on implementation processes, products, and best practices.

• Conduct product training sessions, including payment processing and check scanning workflows.

• Troubleshoot implementation challenges and manage escalations through resolution.

• Develop a strong understanding of MRI products and their integration with RentPayment solutions.

• Identify opportunities for process improvement and support the adoption of new procedures and technologies.

• Maintain flexibility in a changing environment and adapt to evolving business needs.

• Participate in special projects and perform additional duties as assigned.

Preferred Qualifications

• Experience in SaaS Implementation/Onboarding

• Advanced proficiency in Microsoft Excel and PowerPoint.

• Experience using Smartsheet or similar project management tools.

• Strong working knowledge of Microsoft Office Suite applications.

• Experience presenting to and collaborating with multiple levels of management.

• Background in customer support, client success, or account management.

• Experience in managing client relationships and implementation projects.

• Knowledge of API integrations and system connectivity concepts.

• Prior experience with payment processing platforms.

• Experience with real estate, property management, or financial technology software solutions.

Required Skills & Qualifications

• Excellent verbal, written, and presentation communication skills.

• Strong analytical, critical thinking, and problem-solving abilities.

• Proven ability to manage multiple priorities and projects simultaneously.

• Strong organizational skills with attention to detail.

• Ability to work collaboratively in a cross-functional team environment.

• Effective planning, prioritization, and time management skills.

• Working knowledge of FinCEN and Know Your Customer (KYC) regulations.

• Experience within payments, financial services, SaaS, or related industries.

• Minimum of 3 years of relevant professional experience.

• Bachelor's degree preferred.

• Equivalent combination of education, training, and experience will be considered.

We’re obsessed with making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:

• We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group

• Have confidence in your health with our offered Medical Aid Scheme.

• Invest in our competitive Personal Pension plan and help set you up for your future.

• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).

• Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!

• Further your professional development with our Tuition Reimbursement Schemes

• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year! 

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! 

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

**Amazing growth requires amazing employees. Are you up to the challenge?  ** We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!  

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!