Who Are We?

Masunga (formerly Solaris Offgrid) develops technology to make essential services more accessible and affordable for underserved communities. Our platform, PaygOps, is a customizable solution that streamlines processes like customer onboarding, credit approval, and repayment collection, focusing on high-frequency field interactions. Our Bridgin platform leverages PaygOps data to unlock new financing for lenders by transforming loan receivables into standardized, investable assets, connecting them with experienced investors. At Masunga, we are committed to driving financial inclusion and creating lasting community impact through innovative technology.

What’s the Job?

We are seeking a detail-oriented and technically proficient Customer Success Implementation Manager with a strong focus on implementation and project management to manage and execute software deployments for our clients. This role requires a strong understanding of software configuration, problem-solving skills, and the ability to work closely with both internal teams and external stakeholders to ensure the successful implementation and adoption of our PaygOps platform.

You will also collaborate closely with our energetic and forward-thinking internal teams, including Product, Sales, and Marketing, to advocate for our customers and drive continuous improvement within a company that prioritizes independence, initiative, and individual development.

What You’ll Be Doing:

Customer Success, Implementation and Project Management:

• Understand PaygOps clients' requirements and specificities of their operations (energy access, microfinance or agri-business) to suggest PaygOps implementation plan based on client’s needs.
• Develop project plans, manage timelines, and track key milestones to ensure successful implementation and delivery
• Manage end-to-end implementation of PaygOps coordinating related services (integrations, customization etc.)
• Conduct testing and validation to confirm system functionality and compliance with client requirements.
• Identify potential risks and proactively address challenges to ensure smooth deployment.
• Lead and pilot Client’s PaygOps implementation to successful adoption of PaygOps and expansion.
• Ensure PaygOps clients effective onboarding and adoption of PaygOps at scale .
• Regularly monitor Client’s success throughout checking milestones (on-site visits, surveys or Quarterly Business reviews).
• Establish long-term relationships with partners and support them to achieve full adoption and retention on PaygOps.
• Occasionally support and contribute to defining innovative customer education strategies and associated internal projects to reduce time to adoption and churn rate

Product Analysis:

• Work closely with clients to understand their business requirements and tailor software configurations accordingly.
• Collaborate with internal teams, including product development, engineering, and customer support, to address client needs and resolve technical issues.
• Provide training and guidance to clients on system usage, best practices, and troubleshooting.
• Contribute to building knowledge around PaygOps products and services.
• Always remain updated on the latest developments from products to communicate to partners.
• Share customer feedback and insights to Product - Management, Engineering, Support, Marketing, and Sales.
• Report on the most common challenges and important product feedback.

What We’re Looking For:

• Technical Acumen: Strong understanding of SaaS products and technologies, with the ability to quickly learn and adapt to new technologies.
• Project Management: Proven project management skills, with experience in managing multiple projects simultaneously and delivering results on time and within budget. Project management certification is a plus.
• Implementation Experience: 3+ years of experience in software implementation, technical support, or a related role.
• Problem-Solving and Analytical Skills: Excellent problem-solving skills and ability to troubleshoot technical issues effectively.
• Communication and Interpersonal Skills: Exceptional communication and interpersonal skills to collaborate with clients and internal teams.
• Customer Focus: Passionate about customer success and dedicated to providing exceptional customer service.
• Adaptability: Ability to quickly understand a client's business context and challenges, ensuring effective problem-solving and tailored solutions
• Attention to details: Seek an individual with a highly structured and detail-oriented approach to their work, demonstrating rigor in execution and adherence to best practices. Must have the ability to manage several projects simultaneously.
• Language Proficiency: Proficiency in English required, notions of French highly appreciated.

What’s In It For You?

Make an Impact: Be part of a purpose-driven team creating global change, reaching over 40 countries and improving the lives of 6 million people.

Inclusive Culture: Work in a multicultural environment with team events that bring everyone together, no matter where you are.

Growth Opportunities: We’re all about personal and professional development, with clear paths for career advancement, including training allowances,

Flexible Work-Life Balance:

• 35 days of paid holiday and progressive compensation
• 4.5-day workweek with built-in flexibility
• Remote-friendly environment with tools purchase assistance
• Special travel allowance to connect with colleagues worldwide
• Startup Vibes: Experience a culture that values ownership, equality, integrity, and business ethics at every level.

All-Inclusive Perks:

• All business-related expenses covered
• Compensation details tailored to your experience and discussed openly