Director of Implementations

Corpay • Richmond, VA

3d • Hybrid

About The Position

Corpay is looking to hire a Director of Implementations within our Implementations division. This position falls under our Corporate Payments line of business and is located in Richmond, VA. In this role, you will be responsible for the customer onboarding process and associated Implementation teams implementing the Corpay Payments Automation solution set and channel-related partner onboarding. This position works closely with all teams associated with customer set-up, satisfaction, and success, and leads enhancements to relevant operational flows. This role requires a deep understanding of customer and partner needs, process and technology, and experience in a professional services function. A high level of proactive problem solving the ability to monitor and analyze qualitative and quantitative data, decisiveness, and follow-through are required. Exceptional written and verbal communication skills, highly professional interactions, and deep product knowledge are essential. You will report directly to the VP of Implementations and regularly collaborate across various business units.

Requirements

• Bachelor's Degree in Business, Communications, or a related field, or equivalent combination of education and experience
• 10+ years of progressive and strategic account or business management experience in a highly technical organization, with experience in support, sales, product, and customer success
• Demonstrated ability to lead, develop, and motivate managers and their teams through coaching, feedback, goal setting, and performance management
• Deep knowledge of principles and procedures for recruitment, training, compensation, and HR information systems
• Exceptional problem-solving skills with the ability to identify and drive win-win solutions using logic, reasoning, and creative thinking
• Proven success building strategic customer relationships and delivering high-quality customer and partner service
• Strong business acumen — ability to apply sound business judgment, predict outcomes from customer and competitive perspectives, and align decisions to business goals
• Knowledge of business and management principles including strategic planning, resource allocation, and coordination of people and resources
• Experience with CRM software (Salesforce preferred) and business intelligence tools (Power BI preferred)
• Advanced proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
• Excellent written and verbal communication skills with the ability to convey information effectively across audiences
• Ability to multitask and work effectively in a deadline-driven, time-sensitive environment

Responsibilities

• Leading, managing, and mentoring Managers of Implementation to maximize their individual potential and professional growth as well as their ability to function as effective leaders of their teams
• Formulating and implementing long- and short-range plans, policies, and documentation to support consistent customer onboarding experience and adoption of products with a focus on scale and productivity
• Designing and evaluating implementation workflows to ensure timely and accurate boarding processes and customer satisfaction, including updating tools, policies, and procedures
• Overseeing customer handoffs, partnerships, and synergies across all areas affecting customer onboarding and success, driving a cohesive strategy and collaborative approach to best customer results
• Benchmarking, analyzing, reporting, and making recommendations for the growth of Corpay's customer onboarding operations, services, and systems
• Reviewing customer onboarding and activity reports, team metrics, and other performance data to measure goal achievement and identify areas needing program improvement
• Working closely with Engineering and other operations departments to ensure project and customer success for each implementation
• Partnering with Engineering to drive enhancements to the new customer experience; partnering with Sales to ensure consistent messaging and handoffs; and partnering with Operations and Customer Success to ensure ongoing positive customer experience
• Building excellent working relationships with all key business leaders, colleagues, and the broader team
• Performing miscellaneous projects and duties as assigned

Benefits

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401(k) plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e., wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

What This Job Offers

• Job Type: Full-time
• Career Level: Director