Customer Implementation Project Manager

Summary

Join Finexio, a leader in AP Payments as a Service, as an Onboarding Implementation Manager. You will play a crucial role in scaling our Customer Onboarding organization, ensuring customer success through hands-on management and delivery of exceptional experiences. This high-visibility role involves managing multiple implementation projects, building strong client relationships, and collaborating with cross-functional teams. You will define implementation methodologies, develop SOWs, and enhance reporting mechanisms. Success in this position requires a proven track record in the payments industry and experience leading SaaS implementation projects in the enterprise space. Finexio offers a fast-paced, startup environment with opportunities for growth and a competitive compensation package.

Requirements

• 4+ years of experience leading, building, and driving performance of SaaS software implementation projects in the enterprise space
• 7+ years of experience onboarding SaaS customers through APIs integrations or custom ETL integrations
• Late-startup or early-growth company experience
• Demonstrated ability to run projects, not just manage projects
• Demonstrated ability to own and take accountability to ensure multi-party projects execute effectively and efficiently
• Experience delivering implementation projects within a channel partner framework, managing execution across internal, partner, and client resources
• Experience running complex multi-party, multi-department software installation or transformation projects, often delivering on time and under budget
• Expertise in SaaS Implementation and Onboarding practices
• Experience developing, installing, training, and/or supporting B2B solutions
• Experience working in a business environment with growth rates above 50% per year or more
• Demonstrated ability for executive and associate level communication and presentation skills
• Track record of successfully managing multiple projects, project SOW and action planning, and fielding escalations
• Positive, can-do attitude combined with an ability to manage customer expectations and be assertive and persuasive
• Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes
• Entrepreneurial mindset; a builder and passionate about developing processes and process improvement
• Understanding of modern software architecture fundamentals
• Ability to read and understand technical flow and data diagrams
• Understanding of fundamentals of SSO and API integrations
• Ability to understand Client technology requirements and convey those to Finexio product and technology teams
• Salesforce experience
• Experience with project management planning & reporting tools
• Undergraduate degree
• Willingness to occasionally work beyond regular office hours when needed; limited travel is required
• Must truly desire to work in a fast-paced, startup environment
• Naturally collaborative – prefers to work with teams vs. alone
• Must exhibit a sense of urgency and drive
• Must be a builder and problem solver
• Loves coming to work every day and working on new challenges
• Embraces transparency and open discussion of problems, often proposing possible solutions to challenges or barriers to growth
• Strong desire to delight customers in all that we do
• Open to learning and gaining exposure to new ideas, concepts, unfamiliar business models, and ways of thinking and working
• Interest in dramatically changing the way business payments is made in the US

Responsibilities

• Manage multiple implementation projects simultaneously, keeping internal and external teams informed of milestones and progress
• Provide project leadership, assisting customers in defining goals aligned with Finexio's targets, ensuring clear, measurable, and actionable deliverables
• Maintain a strong sense of urgency to minimize project timelines and delays
• Build and maintain strong relationships with clients, serving as the primary point of contact throughout implementation
• Develop timelines to keep clients on track for completing their "Go Live" requirements
• Lead status calls with clients to ensure target dates are met and questions are answered
• Maintain up-to-date information in CRM and project management applications
• Clearly define Finexio's implementation methodology and design Statements of Work (SOWs) that meet the needs of various customer segments
• Understand Finexio’s business goals and how each onboarding project supports those goals
• Build an enhanced reporting mechanism to share team results with company leadership
• Work strategically with Account Management leadership on customer relationships, monitoring customer financials and revenue projections
• Partner closely with sales and solution consulting teams to ensure customer pre-sale expectations are exceeded post-sale
• Understand each customer's contract and Finexio services sold, ensuring unique product offerings are delivered as expected during onboarding
• Create a knowledge database containing all documentation for internal and external communications
• Maintain an understanding of customers’ immediate, short, and long-term business needs to help identify and prioritize customer-driven enhancements
• Identify opportunities for creating more efficient and scalable solutions to the onboarding process and design and implement digital automation
• Partner with product and engineering to continuously improve products and be a voice in the product roadmap
• Coordinate with internal teams (Customer Operations, Supplier Enablement, Sales, and Product Development) to ensure a cohesive approach
• Execute project plans on time, consulting with stakeholders and providing direction to the implementation team when timelines change
• Determine and manage program risks effectively
• Answer customer questions and guide them to a successful implementation of Finexio

Preferred Qualifications

Experience supporting software engineering, architecture, or product development

Benefits

• The chance to work in a fast-paced start-up environment with experienced industry leaders
• An environment where you can dive deep into the latest technologies and make a real, measurable impact
• Employee Engagement – Quarterly virtual team building activities and monthly team lunches
• Competitive salary and stock options
• Medical, dental, and vision
• Unlimited Vacation Policy
• Compensation: $125,000 - $175,000 + equity