Terminal Deployment Consultant

Waystar•Atlanta, GA

3d•Hybrid

About The Position

The Terminal Deployment Consultant must have the ability to collaborate internally with all internal teams, including but not limited to, Sales, Engineering, Product, Operations, and Customer Success, is a must for success. This role will also act as a liaison between internal teams and terminal vendors, manage terminal ordering, provisioning, and go-live wave deployments to new client facilities. The Terminal Deployment Consultant will be responsible for ensuring the successful deployment of Waystar’s EMV (chip card) payment software solutions and MICR check scanning hardware to new client locations. The Terminal Deployment Consultant could potentially travel to each client's location to provide services based on client’s request or needs.

Requirements

Excels at the development and execution of project plans and all related tasks including milestones and deadlines
Familiarity with firewalls and their implications on hardware deployment
Familiarity with network protocols
Need to be very personable as they will be interacting with a wide range of users and environments
Strong technical aptitude with ability to quickly learn and adapt to new technologies
Excellent verbal and presentation communication skills
Excellent customer management skills
Display situational analysis, problem solving and decision making skills
Ability to work on competing priorities while ensuring all timelines are met with highest levels of client focus
Detail oriented, self-motivated, and attention to accuracy
Strong work ethic and team player
A sense of humor
Bachelor's degree or equivalent work experience is required
5+ Years project management experience with a minimum of 2 years in direct client facing roles in technology implementation
1+ year(s) supporting payment terminal or payment hardware, including software and/or break-fix
1+ year(s) of customer service experience required
Experience with card payments and EMV including point of customer interaction and experience strongly preferred
Ability to work off hours/weekends and on-call when required
Experience working in a payment processing environment with emphasis in credit card or payment technology required.
Experience with project management

Nice To Haves

PMP certification strongly preferred
Point of sale support skills a plus
Server experience a plus

Responsibilities

The Terminal Deployment Consultant has accountability for the entire project cycle that requires terminal device deployment.
Assume both leadership and/or supporting roles on projects and work without direct supervision, interfacing with customers IT and revenue cycle leaders.
Handle multiple high visibility projects across various phases of project lifecycle with the ability to lead, manage and present project status.
Participate in status meetings and reporting (tracking timeline, cost, scope).
Proactive in identifying risks, recommending solutions and ensuring a successful project completion.
Create detailed knowledge of the customer's business process and needs to enable long term success.
Continuously work with key internal teams, including terminal vendors, Engineering and Product to develop and maintain an understanding of how the technology works.
Forecast all terminal deployments to provide to the terminal vendor partners
Execute any terminal orders from Waystar client base to new facilities and work with the client or client’s central inventory team to manage the deployment of these devices in the field.
Use ability for order preparation and fulfillment
P2PE (Point to Point Encryption) asset tracking and shipping accountability of new terminals in the field including clients, locations and operational status
Assign all terminals to the appropriate merchant accounts and Waystar environments for client deployment to ensure proper payment flows
Ensure quality assurance testing is completed for all terminals deployed in the field.
Act as a liaison between terminal vendors and internal teams as needed
Demonstrate knowledge around network protocols and firewalls as it interacts with terminals.
Create application monitoring dashboards and automate alerts to inform technical teams of problems prior to go-lives.
During scheduled go-lives, the Terminal Deployment Consultant will support in real-time case escalations for break-fix work during standard business hours Mon-Fri, 8 am to 5 pm ET with on-call rotations required to include nights, weekends and holidays. This coverage will be entirely dependent on the client go-live implementation schedule.
Address escalated issues impacting transaction and authorization processing to terminals, payment gateways, acquirers, issuers, and to card network services.
End to end case resolution for escalated terminal cases.
Effectively work and solve any escalated issues associated with assigned partners
Handles end-to-end case resolution and critical issue management including documentation on consolidated go-live issue trackers.

Benefits

Competitive total rewards (base salary + bonus, if applicable)
Customizable benefits package (3 medical plans with Health Saving Account company match)
Generous paid time off for non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays.
Flexible time off for exempt team members + 13 paid holidays
Paid parental leave (including maternity + paternity leave)
Education assistance opportunities and free LinkedIn Learning access
Free mental health and family planning programs, including adoption assistance and fertility support
401(K) program with company match
Pet insurance
Employee resource groups