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. Lead strategic project kickoffs and maintain regular communication with 50+ clients to transition customers seamlessly from their onboarding journey to go-live. Drive high platform engagement by monitoring and ensuring strong account usage for both backend client administrators and drivers. Partner closely with the Sales team to work through deals, ensuring a seamless handoff and clear alignment throughout the implementation process. Act as a product expert by performing demos of the Relay platform and partnering with clients to ensure they are fully enabled. Ensure customer satisfaction through strong client responsiveness and thorough communication while exceeding quality and service standards. Advocate for customer needs cross-departmentally, managing escalations and proactively mitigating roadblocks that impact implementation project timelines or success criteria. Maintain Salesforce notes across all cases to ensure excellent project management and accountability.

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

Act as a consultative client liaison by defining project setup, developing project plans, and determining necessary resources to deliver maximum value to onboarding customers.
Lead strategic project kickoffs and maintain regular communication with 50+ clients to transition customers seamlessly from their onboarding journey to go-live.
Drive high platform engagement by monitoring and ensuring strong account usage for both backend client administrators and drivers.
Partner closely with the Sales team to work through deals, ensuring a seamless handoff and clear alignment throughout the implementation process.
Act as a product expert by performing demos of the Relay platform and partnering with clients to ensure they are fully enabled.
Ensure customer satisfaction through strong client responsiveness and thorough communication while exceeding quality and service standards.
Advocate for customer needs cross-departmentally, managing escalations and proactively mitigating roadblocks that impact implementation project timelines or success criteria.
Maintain Salesforce notes across all cases to ensure excellent project management and accountability.