About Scratch
Scratch Financial (“Scratch”) is a Series C financial technology startup based in Los Angeles, California. Our goal is to make difficult financial decisions simple and increase accessibility to fair, affordable, and transparent medical financing. Driven by our award-winning technology, Scratch has become the fastest growing financing provider in veterinary care, with a partner network of 15,000+ practices across the U.S. and Canada–ranging from dental offices to optometry clinics.
Scratch Has 3 Main Products
- Scratch Pay: Point-of-sale lending including a BNPL offering and longer-term payment plans
- Scratch Checkout: Payment processing that is integrated with the veterinary practice management software
- Scratch Comms: Appointment booking and communications
About The Role
The Implementation Manager will be primarily responsible for driving the activation of Scratch’s payment processing customers. We’re looking for someone to onboard customers, understand their pain points, and ensure that they’re using our platform to its fullest potential. The ideal candidate is detail-oriented and has great verbal and written communication skills — and isn’t afraid to give customers a call when needed to triage customer problems.
Onboarding
What you'll do
- Lead up to ~5 onboarding calls per day, owning the process from ensuring customer is ready for their onboarding to post-call follow-up and troubleshooting to ensure the customer is fully setup and using Scratch Checkout.
- Deliver an exceptional customer experience by advising, guiding, and instructing customers on how to best use Scratch’s services through video calls, email, and phone calls.
- Monitor post onboarding call customer activity to proactively identify and address any pain points or hurdles in going live.
Technical Support
- Serve as an expert in Scratch’s payment processing solution and its full range of integrations so that you can provide high-quality onboarding and post-launch support to customers.
- Serve as a customer advocate within Scratch by partnering closely with the Product and Support teams to ensure customer feedback and pain points are heard, reviewed, and prioritized when needed.
Key Performance Metrics
- CSAT
- # days required to fully activate customers
- % of customers fully activated
What We Are Looking For
- 3+ years of experience in customer success, onboarding, or other customer-facing roles.
- Excellent verbal and written communication skills
- A proactive attitude and ownership over identifying broken systems or processes and fixing them
- Ability to anticipate customers’ needs and position product solutions accordingly
- You are comfortable with change and able to support and learn complex workflows and platforms when given instruction and support
- Technical implementations experience
Nice to Have
- Technical degree (e.g., BS computer science)
- Experience working in or with veterinary clinics
- Experience with sales or customer success in a B2B organization; specific experience working in a venture backed fintech startup is a plus, but not necessary
Why You'll Love Working Here
- Competitive base salary ranging from USD $30,000 - $50,000
Scratch is a remote-first company, giving ultimate flexibility to today's nomadic work style. For those who prefer a hybrid model, we do have an office space in Pasadena available for use (which is stocked with snacks & various beverages). We offer unlimited PTO, covered healthcare, 401k match, cell plan reimbursement, and monthly recognition opportunities. We also provide learning platforms and resources for all to keep growing. Not only that, but we have an equity retention policy to ensure you grow as the company grows financially, as well. And if your family is growing, we offer generous parental leave, too!
How To Apply
Ready to join our team? To apply, please visit our Scratch Careers Page. Be sure to:
- Submit your resume.
- Answer the custom questions provided.
- Feel free to add any additional information or documents you believe are relevant to your application.
We look forward to reviewing your application!
- Our team will ONLY contact you from the domain @scratchpay.com or @ats.rippling.com
Scratch is committed to diversity in its workforce and is proud to be an equal opportunity employer. Scratch considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
