About the Company

Our client is an expanding fintech organisation providing digital financial infrastructure and technology solutions to business customers across European markets. The company helps organisations integrate financial services, streamline operations, and improve customer experiences through secure, scalable platforms.

To support its continued growth, the organisation is strengthening its implementation function and seeking an experienced professional who can manage complex client onboarding projects while improving delivery standards.

Role Summary

We are looking for a Senior Onboarding and Implementation Specialist to oversee complex B2B customer onboarding and implementation activities. The successful candidate will act as a key point of contact for business customers, coordinating commercial, operational, compliance, and technical requirements from initial engagement through successful go-live.

You will manage implementation timelines, resolve cross-functional challenges, and ensure customers are properly equipped to use the company’s solutions. The role also involves mentoring colleagues, improving onboarding processes, and contributing to a consistent and scalable implementation framework.

Key Responsibilities

• Lead end-to-end onboarding and implementation for strategic business customers and complex accounts.
• Coordinate customer discovery, requirements analysis, technical readiness assessments, and implementation planning.
• Develop detailed project plans covering dependencies, responsibilities, milestones, risks, and go-live criteria.
• Manage customer documentation and coordinate KYC or business verification activities with compliance teams where applicable.
• Work with technical specialists to oversee API integrations, data migration, platform configuration, and system testing.
• Facilitate stakeholder meetings and maintain clear communication with customer decision-makers throughout implementation.
• Coordinate user acceptance testing, defect resolution, operational readiness, and final deployment approval.
• Identify implementation risks early and develop mitigation plans to protect delivery timelines and customer outcomes.
• Establish effective handover procedures between implementation, customer success, support, and operations teams.
• Monitor implementation KPIs, including time to launch, onboarding completion, first-time-right delivery, and customer satisfaction.
• Analyse implementation feedback and identify opportunities to improve workflows, documentation, and customer communications.
• Develop standard operating procedures, implementation templates, training materials, and internal knowledge resources.
• Mentor junior team members and share best practices in customer onboarding and project delivery.
• Provide management with regular updates on project progress, delivery risks, resource requirements, and operational performance.

Requirements and Qualifications

• Bachelor’s degree in Business Administration, Finance, Information Technology, Project Management, or a related discipline.
• At least 5 years of experience in customer onboarding, software implementation, B2B client delivery, or fintech operations.
• Demonstrated success managing complex implementations involving multiple stakeholders and technical dependencies.
• Experience with fintech platforms, payment systems, digital banking, financial software, or enterprise SaaS solutions.
• Strong understanding of implementation methodologies, requirements gathering, testing, and go-live management.
• Familiarity with API integrations, data migration, system configuration, and technical troubleshooting.
• Experience coordinating compliance and customer verification requirements in a regulated financial services environment is an advantage.
• Proficiency with project management tools, CRM platforms, and reporting systems.
• Excellent leadership, problem-solving, negotiation, and stakeholder management skills.
• Ability to prioritise competing deadlines and manage customer expectations effectively.
• Fluency in English; Estonian language proficiency is an advantage.
• Comfortable working autonomously in a remote-first, cross-functional environment.

Benefits

• Fully remote working arrangement within Estonia.
• Competitive salary reflecting experience and responsibilities.
• Opportunities to lead complex implementations and improve operational processes.
• Professional development and potential progression into implementation management.
• Exposure to international B2B clients and innovative fintech solutions.
• Collaborative working environment with cross-functional teams.
• Paid annual leave and applicable employment benefits.

Application Instructions

Interested candidates should submit an updated CV detailing their onboarding and implementation experience, project management capabilities, and achievements in customer delivery. Applicants are encouraged to include measurable outcomes, such as reduced implementation timelines, improved onboarding completion, or successful delivery of complex integrations.

Shortlisted candidates will be contacted for an interview and may be asked to discuss previous implementation projects and practical approaches to managing delivery risks.

Equal Opportunity Statement: The organisation is committed to fair employment practices and values a diverse workforce. All applicants will be assessed according to relevant experience, professional competence, and the requirements of the position.

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