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Director of Implementation

Relay Payments

Relay Payments

Atlanta, GA, USA
Posted on Thursday, March 21, 2024

About Relay Payments

Relay Payments is a venture-backed startup, building a contactless payment network in the transportation and logistics industry. Our mission drives everything we do! The transportation and logistics industry has continued to run on cash and checks since the 1970s. Relay Payments is spearheading the modernization of payments, pushing the industry into the 21st century. We work with the largest Carriers, Freight Brokers, and 3PLs in the United States who care about their Drivers, and help ensure that their products get to shelves quickly for consumer consumption.

About The Role

We are seeking a Director of Implementation to build and scale the customer onboarding and implementation team as the company grows. The Director will ensure that the team secures, builds, and sustains customer relationships by creating and implementing repeatable processes and playbooks to accelerate and optimize the customer onboarding process. The Director will be responsible for onboarding all Relay customers, reporting on customer progress and key metrics, resolving customer escalations, and providing a world class onboarding experience for Relay’s customers. This role will be responsible for providing leadership and direction to the implementation team as well as establishing and overseeing adoption of the team’s vision, goals, and objectives. The successful candidate will need to be extremely detailed, process oriented, and collaborative. You are motivated by metrics and goals, increasing efficiency through better processes, and reducing time to onboard customers.

  • Oversee management of our dynamic customer Implementation team, establishing KPIs and holding team accountable
  • Proactively engage customers to complete onboarding and achieve adoption and time-to-value targets according to onboarding timelines
  • Provide best-in-class customer-centric support throughout the onboarding process
  • Work collaboratively and cohesively with internal Sales, Integrations, and Account Management teams
  • Play an active role in contributing to growth and scalability through robust documentation and consistent process optimization
  • Gather intelligent product feedback and recommendations from customers to design and inform new features and capabilities
  • Work with team on-site 3x/week at Cobb Galleria

About You

  • 8+ years of experience leading, building, driving performance of SaaS software implementation or customer success teams
  • You have experience building process and teams for scale -- developing content and leveraging technology that enables your team to successfully onboard customers quickly and effectively
  • You’ve built clear and measurable KPI guidelines for your team members and delivered consistently against those KPIs
  • Track record of successfully managing department, strategy and action planning, and fielding escalations
  • Positive, can-do attitude combined with an ability to manage customer expectations and be assertive and persuasive
  • Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes
  • Entrepreneurial mindset; you’re a builder and passionate about developing processes and processes improvement

Our Core Values

  • Invent the Future - We embrace the spirit of invention, the idea that there’s always a better way. Together we dream big, fail fast, drive forward, and find creative solutions where others see roadblocks. We prize grit, resilience and speed as we work to transform our industry and to move it into the future.

  • Own the Work - Our work is a source of personal pride and fulfillment. We’re here because we relish a challenge and enjoy the exercise of proactively identifying and solving problems. We understand the power of accountability and are in constant pursuit of “more and better” for our customers, our partners and ourselves.

  • We’re in it Together - We’re all in, committed to, and driven by our shared ambition and vision; we understand that alignment and collaboration are imperative. We set aside our ego to actively sync with one another, becoming greater than the sum of our parts. We are consistently open and generous with information, clear, concise and direct in our communication.

Why Relay Payments

  • This is a game-changing chance to join one of Atlanta’s best-funded, most well-positioned fintech start-ups.
  • We are generously sharing equity in the company - everyone’s an owner!
  • We invest in your future with our 401K match program and dedicated personal/professional development funds.
  • Do what’s best for your mental, physical and emotional health with our “Be Reasonable” PTO policy.
  • We offer competitive benefits including medical, dental and vision insurance.
  • And lots, lots more!

Relay Payments is an equal opportunity employer. At Relay Payments, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.