Customer Implementation Manager

Relay Payments•Atlanta, GA

1d•Onsite

About The Position

Relay Payments is seeking a Customer Implementation Manager who will be the bridge for clients on their onboarding journey, providing expertise and support during the implementation process from first touch to full adoption. This role acts as a consultative client liaison by defining project setup, developing project plans, and determining necessary resources to deliver maximum value to onboarding customers.

Requirements

2-4 years of experience related to software implementation
Project management experience and a proven ability to meet deadlines, have customers adopt software solutions, and balance multiple projects simultaneously
Ability to quickly build trust and accountability with our diverse client base
Demonstrated ability to coordinate cross-functional teams to resolve complex issues within a designated time frame
Incredible attention to detail and ability to adapt quickly to product enhancements that will benefit the customers base
Excellent written, verbal, and presentation skills
Self-starter, strong organizational, presentation, interpersonal and consultative skills are a must
Spanish proficiency required

Nice To Haves

Exposure to TMS solutions and their integrations would be a plus

Responsibilities

Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication
Partner with customers on product education as they initiate use and adopt purchased software
Establish regular customer calls throughout adoption phase to transition customers into full utilization of the platform
Exceed quality and service standards, including client contractual deliverables related to the implementation process
Offer a “train the trainer” solution to our clients who will then deliver your insights to the rest of their team
Act as a product expert as you perform demos of the different features of our comprehensive software solution
Advocate customer needs/issues cross-departmentally and manage account escalations
Detect potential roadblocks and implement solutions when issues threaten to delay the timeline or impact budget or business operations
Maintain Salesforce notes across all cases to ensure excellent project management and accountability