Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main contact for merchant implementations from the point of sales handover through to go-live and the transition to Client Services.

• Manage the intake and onboarding of new merchant applications, serving as the key contact throughout the entire process.

• Ensure the precision of system settings, hardware provisioning, and terminal activation for each merchant.

• Address discrepancies and missing documentation before activation; escalate any risks as necessary.

• Review applications to ensure they are accurate, complete, and compliant prior to the underwriting process.

• Conduct quality checks on all submitted information and supporting documents.

• Assist merchants in configuring the PayTrace system, ensuring they possess the correct hardware and software for a successful launch.

• Monitor tasks and dependencies across multiple concurrent implementations.

• Provide support to merchants during activation, verifying that systems and payment processing are fully functional.

• Build and maintain relationships with merchants following the sales handoff, encouraging long-term satisfaction and retention.

• Communicate proactively with clients, internal teams, and leadership, acting as a trusted advocate for merchants throughout the onboarding process.

⛳️ Requirements

• High School Diploma or equivalent; a Bachelor's Degree is preferred.

• At least 4 years of experience in implementation or a similar customer-facing role within the merchant payment processing sector.

• Familiarity with payment processing, banking, credit cards, ACH, or gateway environments.

• Proven ability to manage multiple projects at once and meet deadlines in a remote setting.

• Exceptional written and verbal communication skills.

• Strong organizational abilities with effective prioritization in a fast-paced, distributed work environment.

• Analytical and problem-solving skills with experience in identifying and addressing operational or compliance issues before merchant activation.

• Self-motivated with a proactive approach to relationship management and issue resolution, requiring minimal in-person oversight.

• Practical experience with payment gateway implementations, B2B onboarding workflows, or ISV/ERP integrations (experience with PayTrace or similar platforms is a plus).

• Understanding of ISV partnership models, ERP integrations, and B2B accounts receivable automation.

• Knowledge of interchange optimization strategies and Level II/III data processing.

• Experience with underwriting or compliance review procedures in the payments or financial services field.

• Background in project management and related tools.

• Travel Requirements: Up to 10%.

🏝️ Benefits

• Medical, Dental, & Vision Coverage.

• Flexible Paid Time Off.

• 401(k) + Match.

• Mental Health Support & Well-Being Program.

• Paid Maternity & Paternity Leave.

• Education Assistance.

• Company-funded Lifestyle Spending Account.