Purpose

This role is responsible for the successful onboarding of new customers globally, as allocated. This position will require you to work directly with the clients to assist with data conversion and implementation, provide guidance on best practices, and coordinate with NewBook trainers to ensure pre and post-live support is provided.   

Key Responsibilities

Onboarding and Service:

• Manage the overall setup program for clients, including timelines, milestones, and deliverables.

• Serve as the primary point of contact for clients during the implementation process to gather and transition their data onto the company's platform or system.

• Address client inquiries, concerns, and requests promptly and professionally.

• Maintain a high level of customer satisfaction throughout the setup and implementation phases.

• Ensure data integrity and accuracy during the transition process.

• Data entry of complex client data 

• Collaborate with technical teams to resolve data-related issues.

• Offer expertise in interpreting and analyzing custom and complex data sets to provide insights and guidance to clients.

• Assist clients in leveraging the product to derive actionable insights from their data.

• Identify potential risks and challenges during the setup and implementation process.

• Develop mitigation strategies and contingency plans to address and minimize risks.

• Regularly assess and report on the status of identified risks.

• Coordinate cross-functional teams to ensure all aspects of the implementation are on track.

Live Day Preparation:

• Work closely with training team to assist them for their "live day," which will involve the launch of their database, ensure importing and setup requirements are met.

• Provide guidance and support to trainers and clients during the transition to live operations, addressing any questions or concerns they may have.

Client Support:

• Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions and employ active listening to fully understand customers' needs and provide accurate solutions.

• Offer ongoing support to training department for clients after the live day.

• Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management / customer success.

• Achieve customer satisfaction metrics and contribute to improving customer experience.

Self-Leadership:

• Continuously update your knowledge and skills related to the company's offerings and industry trends.

• Stay informed about changes and updates to the company's products or services.

• Take the initiative to identify areas for improvement in the client training process and suggest enhancements.

Documentation and System Management:

• Maintain and log detailed records of onboarding clients requirements, progress, and feedback in Confluence and related programs

• Maintain Knowledge Base and Confluence

Key skills and experience

• Strong problem-solving skills and the ability to assess and mitigate risks.

• A customer-focused work ethic with demonstrated experience in customer service. 

• Ability to build strong relationships with clients and peers. 

• Strong technical acumen. 

• In-depth knowledge of the company's product or service, including its technical aspects.

• Excellent verbal and written communication skills.

• Empathy and patience in handling customer inquiries and challenges.

• Proficient in conducting engaging and informative training sessions.

Additional Information

• Flexible working hours may be required to accommodate clients in different time zones.

• Training and ongoing professional development will be provided to enhance your product knowledge and training skills.

• Opportunities for career advancement within Newbook may be available based on performance and company needs.

Measures of Success 

• Client SLA targets met.

• Contributes to improving processes.

• CSAT.

• Can proactively address and deescalate clients to reduce risk of churn.

• Accuracy and quality of work is maintained at a high quality.

• Agreed KPI’s are consistently met.

This role is critical in ensuring a seamless and successful transition for clients from the setup phase to full implementation. By offering exceptional customer service, expertise in the product, and effective program management, the Setup and Implementation Specialist plays a vital role in enhancing client satisfaction and achieving successful implementations.

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com. 

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: To protect yourself from fraudulent activities, please consider the following: 

- Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
- Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at POps@storable.com for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to POps@storable.com

Storable is seeking an Implementation Specialist for the Marine Division to join our collaborative and committed team that serves our Marine customers. As an Implementation Consultant- Marine, you will complete smooth and successful onboarding setups for net new clients and resolve case-based inquiries from our customers during peak season. You will be entrusted with crafting and delivering warm, enthusiastic, and customized support experiences for our Marine customers. You are the connection point to help us bridge any knowledge gaps that may arise through our customer base. Through creativity, empathy, and critical thinking skills, you will analyze, investigate, and resolve complex issues. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle. You will have experience onboarding customers and resolving complex issues in a SaaS environment. You also have a desire for accurate and quality work. 

What you’ll do every day: 

• Manage the process of onboarding 15+ new clients each month onto our platforms. 
• Import, organize, and merge batches of client data. 
• Be a point of contact for customer inquiries and service requests during the onboarding process. 
• Manage customer expectations. Work within tight deadlines. 
• Troubleshoot and resolve issues for clients via phone and email.
• Advise clients on how to get the most out of our products. 
• Resolve complex questions on time. 
• Resolve product inquiries. 
• Record all data in Salesforce and Rocketlane.

What you need to bring to the table:

• Must be an expert in Microsoft Excel (advanced formulas, VLOOKUP, and/or PowerQuery required).
• Data Analysis experience preferred.
• 3 years of experience working on an implementation team or CSM.
• Must have excellent customer service skills.
• Strong communication skills (written and verbal).
• Ability to problem solve, analyze situations, and provide solutions.
• Highly organized with strong attention to detail.
• Foundational knowledge of math, accounting, and finance concepts.
• Ability to understand and troubleshoot accounting/financial data preferred.
• Ability to analyze a financial ledger and quickly complete calculations based on the information provided.

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com. 

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: To protect yourself from fraudulent activities, please consider the following: 

- Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
- Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at POps@storable.com for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to POps@storable.com

Location: Remote

Storable is seeking a Software Support Specialist to join our collaborative and committed Support team that breathes self-storage. 

As a Software Support Specialist, you will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products.

You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through creativity and empathy yet critical thinking skills, you will analyze, investigate, and resolve complex issues with clients. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle. 

Shift:

• Working Days: Monday - Friday 
• Days Off: Saturday + Sunday

Shift Hours: 9:00am – 6:00pm EST 

What you'll do:

Incident Handling

• Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system
• Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed 
• Classify incidents based on severity and priority
• Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents
• Investigate and resolve incidents with no known solution
• Collaborate with other team members to assist them with resolution of incidents
• Contribute and update our Knowledge Base and Communities
• Accept and retain ownership of requests, provide regular updates to support and/or customers on the status of each request and manage aging of assigned requests
• Ensure service level standards are achieved (as defined by the Technical Support management team)
• Handle interruptions well and move between tasks with ease while still meeting deadline

Incident Escalation

• Troubleshoot technical issues with clients using learned product knowledge and support processes
• Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
• Replicate and log reported bugs in bug tracking system
• Escalate cases to Escalation or R&D Engineers when required
• Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
• Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.

Customer Care

• Attend virtual and classroom based training classes
• Complete certifications for company products
• Complete training for complementary 3rd party products
• Use appropriate discretion in handling critical client calls and escalating calls to management
• Perform each duty above with our customers' satisfaction as your number one priority.
• Assist in training new Technical Support team members
• Contribute new content to the Support Knowledge base
• Work shift rotation to cover evenings, public holidays and weekends

What You’ll Need: 

• Bachelor’s degree in Business Applications, Computer Science, or a related field is desired
• Computer/IT Certification a plus (or equivalent years of work experience)
• At least 2 years of product support experience, preferably in a support analyst or technical support position preferred
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
• Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
• Excellent knowledge of customer service principles and practices with previous customer service experience
• Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
• Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
• A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
• Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
• Ability to follow department processes and procedures
• Experience utilizing CRM systems

Bonus Points: 

• Advanced Website knowledge, DNS + AWS backend experience
• Intermediate desktop OS knowledge, understanding file paths on a local PC
• Experience using remote tools to troubleshoot
• Basic knowledge of how businesses reconcile payments and revenue 
• Intermediate network communication, network security, network administration and wireless networking knowledge
• Understanding of payment processing, troubleshooting EMV devices
• Proficiency supporting multiple versions of Windows
• Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

All applicants must be currently authorized to work in the United States on a full-time basis.

Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states:  AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY. 

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments, and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. As we continue to grow, we are embracing an AI-forward approach by thoughtfully integrating intelligent automation, advanced analytics, and data-driven insights into our platform and operations to help our customers and teams operate smarter, move faster, and win more than ever before.

Benefits and Perks: 

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
• 401(k) match after 60 days, 100% vested after 1 year.
• Employer contribution to your HSA, plus an HRA to help offset your deductible.
• Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest, Relax, Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
• $50 monthly home data stipend, plus a home office sign-on bonus of $250.
• Fertility care support options to help in your journey towards parenthood.
• Access to financial experts to help you make informed decisions and achieve your financial goals.
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: To protect yourself from fraudulent activities, please consider the following: 

- Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
- Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at POps@storable.com for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to POps@storable.com

Payments Migration Specialist (Contract)

Position Overview

We are seeking a highly motivated Payments Migration Specialist to lead our customers' transition from legacy independent sales organizations (ISOs) and third-party gateways to our integrated payments solution. This is a critical role within our vertical SaaS platform, requiring a blend of deep technical payment expertise, commercial acumen, and high-touch customer consultation.

The ideal candidate will have extensive experience in merchant account management and the technical requirements of migrating complex payment systems while maintaining business continuity.

Key Responsibilities

• Lead Payment Migrations: Execute the end-to-end migration of customers from legacy ISOs and third-party gateways to our integrated payments product.
• Customer Consultation: Partner with clients to understand their current payment workflows and design tailored migration plans that minimize downtime.
• Merchant Statement Analysis: Review existing merchant statements to generate proposals that maintain effective costs post-migration while ensuring company margin.
• Stakeholder Management: Act as the primary bridge between the client and our internal product, engineering, and customer success teams to ensure alignment.
• Relationship Management: Serve as the main point of contact during the migration, ensuring high customer satisfaction and identifying future sales opportunities.

Qualifications

• Industry Expertise: 3+ years of experience in a payments-focused role (Fintech, Merchant Services, or SaaS) with direct experience managing system migrations.
• Domain Knowledge: In-depth understanding of ISOs, payment gateways (e.g., Stripe, PayPal, Adyen), and merchant account services.
• Technical Literacy: Familiarity with API-based payment integrations and the technical flow of payment processing.
• Compliance Awareness: Strong knowledge of PCI-DSS compliance, security standards, and industry-specific regulations.
• Communication: Exceptional interpersonal skills with the ability to translate technical payment concepts into clear, value-driven language for customers.
• Execution: A "contractor mentality"—the ability to work independently, manage multiple project timelines, and deliver results in a remote environment.

Preferred Skills

• Experience with vertical SaaS solutions in industries like healthcare, real estate, or legal services.
• Hands-on experience with data migration tools and CRM platforms.
• Bachelor’s degree or equivalent professional work experience in the payments field.

Contract & Compensation

• Duration: Flexible duration based on migration project timelines and customer volume.
• Structure: Compensation is project-based with additional performance incentives tied to successful migration outcomes.

Location: Remote (Australia) with occasional travel

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com. 

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before.

Benefits and Perks: 

• Competitive salary + Super
• 4 weeks of leave, accrued throughout the year
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest, Relax, Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to care of aging dependents or family members, if needed.
• Fertility care support options to help in your journey towards parenthood.
• Access to financial experts to help you make informed decisions and achieve your financial goals.