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Senior Manager of Customer Implementation

Relay Payments

Relay Payments

Customer Service
Atlanta, GA, USA
Posted on Wednesday, June 5, 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 Senior Manager of Customer Implementation to build and scale the customer onboarding and implementation team as the company grows. The Senior Manager 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 Senior Manager 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.

  • Lead and manage the Customer Implementation team, ensuring successful onboarding and integration of new customers.
  • Execute strategic implementation plans, aligning with overall company goals and objectives.
  • Oversee day-to-day operations of the Customer Implementation team including: standup meetings, pipeline reviews, 1:1's, and onboarding requests.
  • Coach the team on unblocking accounts including: ghosting strategies & next steps, expanding network, and product issues.
  • Attend kick-off meetings and portal trainings and continue to coach the team through improvements.
  • Manage onboarding customer escalation & issue resolution.
  • Assist in project managing T1 implementations.
  • Manage Kosovo implementation team including: ongoing coaching & training, unblocking accounts, and issue & escalation resolution.
  • Ensure SFDC cleanliness including: monitoring exceptions dashboard, ensuring accounts are in the correct stage, and manual case reassignments.
  • Collaborate with cross-functional teams, including Sales, Product, and Customer Support, to ensure seamless customer experiences.
  • Monitor and report on Implementation KPIs and consistently push the team toward our goals.
  • Develop and maintain detailed SOPs and implementation guides.
  • Conduct regular team meetings and performance reviews, fostering a high-performance culture within the team.
  • Refine best practices, tools, and methodologies to improve implementation efficiency and effectiveness.

About You

  • 8+ years of experience in customer implementation or related customer facing field, with at least 3 years in a leadership role with direct reports.
  • Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team.
  • Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Strong problem-solving and analytical skills, with a keen attention to detail.
  • Ability to manage multiple projects simultaneously, prioritizing tasks effectively to meet deadlines.
  • Experience working in the payments or financial technology industry is highly desirable.
  • Ability to work on-site 3x/week at Cobb Galleria.

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.