Job Description:
We are AML RightSource, the leading technology-enabled managed services firm focused on fighting financial crime for our clients and the world. Headquartered in Cleveland, Ohio, and operating across the globe, we are a trusted partner to our financial institution, FinTech, money service business, and corporate clients.
Using a blend of highly trained anti-financial crime professionals, cutting-edge technology tools, and industry-leading consultants, we help clients with their AML/BSA, transaction monitoring, client onboarding (KYC), enhanced due diligence (EDD), and risk management needs.
We support clients in meeting day-to-day compliance tasks, urgent projects, and strategic changes. Globally, our staff of more than 4,000 highly trained analysts and subject matter experts is the industry's largest group of full-time compliance professionals. Together with our clients, we are Reimagining Compliance.
About the Position
The Technical Implementation Consultant works with new clients to ensure our platform is effectively configured to meet their needs. This includes managing initial setup and ongoing platform optimization to ensure seamless functionality and alignment with customer requirements.
The consultant will also identify and document client-specific requirements, working closely with internal teams to implement necessary configuration changes and enhancements.
The role initially focuses on platform configuration, technical support, and troubleshooting, with the expectation that the consultant will transition into a more client-facing role, leading implementations and providing strategic guidance as their expertise develops.
Primary Responsibilities
- Manage client support cases, responding to enquiries, troubleshooting technical issues, and ensuring timely resolution.
- Handle Jira tickets, document meeting discussions, and track support activities to ensure smooth issue resolution and implementation.
- Monitor system performance and user-reported issues, proactively identifying and addressing potential problems.
- Own technical escalations, diagnosing complex issues and working with product and development teams to implement fixes.
- Capture next steps and coordinate with subject matter experts (SMEs) to ensure timely execution of action items, keeping all stakeholders informed.
- Configure and troubleshoot client environments, ensuring correct setup and resolving any technical issues.
- Support technical implementation tasks while continuing to assist with customer queries and requests.
- Work closely with clients to understand their business needs, aligning product configuration and setting up accordingly.
- Take ownership of client-facing status calls, providing updates on implementation progress and resolving support concerns.
- Deliver technical walkthroughs and client training, ensuring users understand system functionality and best practices.
- Test and validate new product features, ensuring a smooth rollout and minimal disruption for clients.
- Maintain clear and accurate documentation of setup processes, troubleshooting steps, and resolutions to contribute to internal and external knowledge bases.
Required Qualifications
- Strong analytical and problem-solving skills, with a keen eye for detail.
- Ability to work with large datasets and perform data mapping and validation.
- Hands-on experience with SQL, Power BI, APIs, or scripting languages.
- Familiarity with technical troubleshooting, system configurations, and implementations.
- Exceptional written and verbal communication skills, able to explain technical concepts clearly.
- Strong organizational skills with the ability to manage multiple projects in a fast-paced environment.
- Experience with Jira or other ticketing systems to log and track issues.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word).
Preferred Qualifications
- Experience in financial crime, AML, KYC, or compliance technology.
- Prior exposure to client-facing technical roles, SaaS implementations, or system integrations.
