Implementation Manager

 

The role, in one line

You will onboard new customers onto Payhawk and then keep improving their setup, so they use more of the platform and get more value from it as they grow.

What you will own

Customer onboarding and implementation

• Lead onboarding for new customers: understand their needs, configure their Payhawk accounts and run training sessions tailored to them.
• Build and run a custom project plan for each client, so implementation is smooth, on time and in line with SLAs, while you manage a range of external and internal stakeholders.
• Help new customers see the value of Payhawk quickly by maximizing adoption during the first implementation phase and matching the setup to their business needs.

Driving customer adoption

• Use product data and insights to find ways to optimize customer setups and use cases, so customers keep getting more value from Payhawk.
• Help customers scale their use of Payhawk as their business grows or their needs change. Give expert guidance and support when they need to adjust their setup or adopt new functionality.

Customer success and retention

• Act as a trusted advisor, helping customers match Payhawk’s capabilities to their internal processes so they reach the outcomes they want.
• Contribute to customer retention by keeping contract utilization, product adoption and overall satisfaction high.

Continuous improvement

• Gather customer feedback on product improvements and new feature requests, and share it with the Product teams.
• Find and propose process improvements that make onboarding and adoption better.

Collaboration and knowledge sharing

• Work with Account Executives to hand off qualified upsell opportunities you spot in your customer conversations.
• Work closely with cross-functional teams to stay aligned and deliver the most value to customers.

What you will need

Must-have

• 2+ years as a Customer Success Specialist or Project Manager in a high-growth SaaS environment, or a recent degree in a relevant field.
• Comfort with technology and the ability to fully understand our software.
• Native or near-native English.
• Excellent verbal and written communication, with a proven ability to explain complex concepts in a concrete, easy-to-understand way.
• Strong organizational skills and attention to detail.
• The ability to learn fast and keep up with a fast-growing environment.
• The ability to prioritize and juggle several tasks with clients and colleagues.

Nice-to-have

• Experience in the FinTech industry.