Full-Time

Senior Manager of Customer Implementation

Posted on 6/4/2024

Relay Payments

Relay Payments

51-200 employees

Digital payment network for transportation logistics

Data & Analytics

Senior

Atlanta, GA, USA

Required Skills
Sales
Communications
Requirements
  • 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
  • Exceptional communication and interpersonal skills
  • Strong problem-solving and analytical skills
  • 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
Responsibilities
  • 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.

Relay Payments provides a crucial service in the transportation and logistics industries with its digital payment network designed to handle instant, secure transactions for various over-the-road expenses. This employment environment offers a chance to work on cutting-edge financial technologies which are vital for connecting fleets, brokers, and merchants. Their contributions to streamlining operations and enhancing revenue streams in these sectors place them at a significant position for career growth and leadership in financial tech solutions in logistics.

Company Stage

Series C

Total Funding

$95.9M

Headquarters

Atlanta, Georgia

Founded

2019

Growth & Insights
Headcount

6 month growth

-12%

1 year growth

-6%

2 year growth

-18%