Integration Support Consultant

About the project:

The client is a US fintech company that provides prepaid expense cards and spend management for businesses. The client's platform connects to customers' accounting platforms (for example, QuickBooks, Xero, NetSuite and Sage Intacct). 

The Integration Consultant owns integration support: helping customers set up accounting integrations during onboarding and resolving post-go-live issues. This is a customer-facing consulting role in the Customer Success team, outside Engineering and Product, reporting to the Head of Customer Success.
For the first 6 months, the consultant is trained by the current integrations team.

Time zone: Full working-hours overlap with US Eastern Time is mandatory.

Requirements:

• 4+ years in a customer-facing role in B2B SaaS or fintech: implementation, onboarding, integration support, solutions consulting or technical account management;
• Hands-on experience with at least one accounting platform (QuickBooks Online/Desktop, Xero, NetSuite, Sage Intacct or similar) and willingness to learn the others;
• Understanding of basic accounting concepts: chart of accounts, general ledger, accounts payable, expense coding, reconciliation, month-end close;
• Understanding of how SaaS integrations work: data sync, field and category mapping, connection and authentication, sync errors;
• Basic familiarity with APIs and data formats (CSV, JSON); comfortable reading error messages and logs (no coding required);
• Strong troubleshooting skills: reproduce an issue, find the root cause and tell configuration, data and product problems apart;
• Confident running calls with customers' finance teams (controllers, accountants, bookkeepers) and recommending the best setup;
• Clear, well-structured written communication for tickets, emails and help articles;
• Well-organized, able to handle several customers and onboardings at once and follow each one through;
• Full working-day overlap with US Eastern Time (ET);
• Advanced English (C1) for daily spoken and written communication with US customers;

Nice to have:

• Experience at a corporate card, expense management or spend management company;
• Accounting platform certifications (QuickBooks ProAdvisor, Xero Advisor, NetSuite);
• Accounting or finance education, or bookkeeping experience;
• Experience with support and ticketing tools (Azure DevOps) and writing knowledge base content;

Responsibilities:

• Guide new customers through integration setup during onboarding until their sync is working correctly;
• Advise customers on the best configuration for their accounting setup: mappings, categories, classes and locations, sync settings;
• Own ongoing integration support: triage, troubleshoot and resolve integration tickets and escalations;
• Run customer calls and screen-shares for setup and troubleshooting;
• Escalate confirmed bugs to Engineering with clear reproduction steps and follow up until they are fixed;
• Learn the product and each supported accounting platform in depth and become the go-to integrations expert;
• Write and maintain help-center articles, setup guides and internal troubleshooting playbooks;
• Report recurring issues and customer feedback to Product to improve the integrations;
• Support Customer Success and Sales colleagues with integration questions;
• After a 6-month training period, take over all integration support work from the engineering team;

Softjourn Inc. is an Equal Opportunity Employer. We celebrate diversity in all forms and are committed to maintaining a discrimination-free workplace that treats applicants and employees with dignity and respect. Our employment process is conducted without regard to race, color, religion, nationality or ethnic background, sex, pregnancy, sexual orientation, gender identity or expression, age, disability, protected veteran status, genetic information, or other attributes protected by state, federal, and local law.