Solutions Manager I

About Recurly:

Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.2 billion in revenue in 2023.

Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

As a Solutions Manager I, you are responsible for driving customers through Recurly’s onboarding process with a focus on time to value and customer satisfaction. The Solutions Manager I has a strong understanding of Recurly’s platform and features in order to provide tailored recommendations for new customer configuration. You will understand the customer’s business needs and goals and be seen as a trusted advisor that will guide them as they make best practice decisions during implementation. The goal of the Onboarding team is to ensure customers are efficiently set up with Recurly and set up for long term success.

Key Responsibilities

• Facilitate and project manage customer onboarding to minimize time-to-value (TTV) for customers
• Train customers thoroughly on platform capabilities and assist in the setup and creation of their account(s)
• Tailor onboardings to meet client needs and exceed expectations
• Efficiently deliver onboarding sessions and workshops to clients to advise them on-site setup and best practices
• Track customer health and progress using Wrike PSA software
• Maintain consistent and accurate records to use for internal reporting and monitoring 
• Demonstrated ability to grasp and learn new business models, and technology paradigms
• Collaborate cross-functionally with internal teams to align on priorities and follow guidelines to deliver a personalized and compelling experience that scales globally
• Provide and manage hands-on configuration of client solutions where needed.
• Troubleshoot issues with the ability to identify roadblocks and escalate as needed
• Provide communication & visibility to ensure alignment at all levels of the organization
• Ability to take analysis a step further, think outside the box for problem resolution.
• Share knowledge and champions adoption of new processes/best practices across the team
• Provides constructive peer-to-peer feedback
• Helps optimize internal processes to improve efficiency 

Requirements

• 2 or more years of customer-facing experience with exceptional communication and presentation skills, with the ability to effectively communicate ideas and influence all levels of the organization 
• Excellent project management skills with the ability to be both empathetic and direct to drive results
• A demonstrated ability to learn quickly, both about businesses and technologies
• Proven ability to troubleshoot client problems and complex product issues
• A desire to iterate everything and continuously improve Recurly’s process, tools and templates

Bonus Points

• Familiarity with subscription billing management or payments 

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected]