Site Activation Partner launching clinical trials for ICON’s sponsor - dedicated research programs. Coordinating regulatory submissions, approvals, and study - startup documentation.
About the role
- Junior Partner Launch Specialist launching FISPAN’s embedded banking products for enterprise bank partners. Coordinating pilots, production readiness, client onboarding, and operational handoffs.
Responsibilities
- Support new FISPAN bank partners from contract signature through pilot, general availability, and handoff to ongoing servicing and operations teams
- Maintain launch plans, milestones, action items, dependencies, and target dates
- Coordinate meetings and post-contract workshops with bank stakeholders and internal FISPAN teams
- Build working knowledge of FISPAN products, client onboarding processes, servicing models, and payment lifecycles
- Answer common product and process questions and engage Product, Engineering, Implementation, or Operations teams when needed
- Facilitate post-contract operational design workshops
- Educate bank teams on servicing processes and expectations
- Maintain service design plans and supporting documentation
- Track decisions, documentation, dependencies, readiness activities, risks, and delays
- Execute production verification testing and document results
- Coordinate issue resolution with cross-functional teams
- Validate launch and readiness activities before pilot onboarding
- Provide responsive white-glove support to pilot clients during installation, onboarding, and early production use
- Troubleshoot common onboarding, product, and servicing questions
- Capture and share client and bank feedback
- Track pilot clients through onboarding and maintain accurate client status visibility
- Monitor progress against pilot and timeline targets and follow up on outstanding activities
- Coordinate training, documentation, support processes, and knowledge transfer
- Create and update training materials, process documentation, FAQs, and operational resources
- Support change-management activities
- Prepare documentation for transition to FISPAN Operations and servicing teams
- Participate in knowledge-transfer and handoff sessions and track transition activities through completion
Requirements
- Bachelor's degree in Commerce, Information Technology, or related field
- 1–3 years of experience in Customer Success Management or related field
- Experience launching B2B or B2B technology products with financial institutions
- Experience with production verification, user acceptance testing, or structured launch-readiness processes
- Ability to manage complex, cross-functional implementations with multiple stakeholders, dependencies, and deadlines
- Ability to establish trust and credibility with enterprise clients and partner stakeholders
- Ability to understand technical products, integrations, production environments, and payment or transaction workflows without needing to be an engineer
- Ability to translate product or technical implementations into scalable servicing processes, roles, documentation, and controls
- Ability to take ambiguous problems, establish a path forward, and drive issues across multiple teams until resolution
- Ability to manage readiness criteria, testing, documentation, risks, dependencies, and handoffs
- Nice-to-have: experience in banking, payments, fintech, treasury management, or financial technology
- Nice-to-have: familiarity with payment lifecycles, ERP/accounting integrations, APIs, or embedded banking solutions
- Nice-to-have: experience designing or implementing customer support and operational servicing models
- Nice-to-have: experience leading pilot or early-access programs and transitioning them into general availability
Benefits
- Semi-annual bonus plan
- Equity grants
- Modern MacBook and Apple equipment
- Downtown Vancouver office with coastal views
- Access to building fitness center
- Work-From-Anywhere policy
- Family leave top-up program
- Generous benefits
- Fully stocked cupboards
- Weekly catered team lunches
- Daily JJ Bean coffee runs
- Extended health and dental benefits
- Paid time off
- Savings and retirement plan matching
- Parenthood top-up
- Mentorship programs
- Leadership series
- Career development support
- Wellbeing and personal growth support
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