RapidWorks is the leading construction tech SaaS solution for resource planning for heavy equipment subcontractors in the $1.8 trillion construction industry. Founded by experts in construction and heavy equipment fleet management, Rapid’s products help subcontractors manage and optimize their businesses with simplified scheduling and dispatching, mobile workforce monitoring and ticketing, invoicing and collections, and performance tracking.
With headquarters in the US, and customers across 3 continents, Rapid helps hundreds of subcontractors transform their businesses to streamline their operations and increase profitability.
About the Role
The Payments Platform Onboarding Specialist is responsible for guiding new SaaS customers through the successful setup and activation of integrated payments on our platform. This role combines customer success, project management, payments domain expertise, and light technical acumen to ensure a seamless onboarding experience. You will work cross‑functionally with Sales, Implementation, Product, Risk, and Support teams to deliver a smooth path from contract to live payment processing.
Key Responsibilities
Customer Onboarding & Implementation
- Serve as the primary point of contact for customers onboarding to the integrated payments platform.
- Lead kickoff meetings, define onboarding milestones, and ensure customers understand requirements, timelines, and deliverables.
- Guide customers through payment application workflows, including identity verification, underwriting documentation, and agreement execution.
- Assist customers in configuring payment settings, API keys, merchant accounts, user permissions, and reporting tools.
Payments Expertise & Compliance
- Educate customers on payment processing best practices, including ACH, card acceptance, PCI compliance, and fraud mitigation.
- Gather and validate underwriting documentation required for merchant onboarding in alignment with regulatory and processor guidelines.
- Communicate underwriting decisions, required follow‑ups, and risk-related inquiries with clarity and professionalism.
Cross-Functional Collaboration
- Work closely with Sales and Implementation teams during customer handoff to ensure accurate scoping of payment needs.
- Partner with Product and Engineering to troubleshoot technical issues, identify platform enhancements, and escalate bugs.
- Collaborate with Operations and Risk teams to ensure onboarding meets compliance, risk, and quality standards.
Customer Training & Enablement
- Provide training sessions on payment features, dashboards, transaction management, reconciliation tools, and reporting.
- Deliver clear documentation, onboarding guides, and best‑practice resources to drive customer adoption.
Process Improvement & Reporting
- Track onboarding progress, maintain accurate CRM/implementation records, and report status to internal stakeholders.
- Analyze onboarding bottlenecks, recommend improvements, and contribute to refining processes, workflows, and customer resources.
- Monitor early customer payment activity and ensure a successful transition to the Customer Success team post‑launch.
Qualifications Required
- 2–4+ years of experience in payments, fintech, merchant services, SaaS onboarding, or related customer‑facing roles.
- Strong understanding of card processing, ACH, merchant underwriting, payment gateways, or integrated platforms.
- Excellent communication, presentation, and customer‑management skills.
- Ability to manage multiple onboarding projects simultaneously and work with cross‑functional teams.
- Comfort with reading API documentation and working through basic technical troubleshooting (no development required).
Preferred
- Experience with payment processors, ISVs, gateways, or PayFac‑as‑a‑Service platforms.
- Familiarity with KYC/KYB requirements, PCI DSS, fraud prevention, and chargeback fundamentals.
- Background in SaaS implementation or customer success.
- Working knowledge of tools like Salesforce, HubSpot, JIRA, or payment dashboards.
Success Indicators
- High percentage of merchants activated within onboarding SLAs.
- Strong customer satisfaction scores during and after implementation.
- Reduced underwriting delays through complete and accurate documentation gathering.
- Effective cross‑team communication and timely issue resolution.
- Smooth transitions to Customer Success with fully activated, processing customers.
