Senior Implementation Manager

• Serve as the primary contact for new customers and oversee onboarding end-to-end
• Own client relationships and overall project health for complex or high-priority implementations from kickoff through go-live
• Gather requirements and configure SaaS products to meet client needs
• Carry out basic project management activities and ensure a smooth transition from sales to adoption
• Keep Cloud Coach updated daily with timelines, health ratings, client surveys, TTFV, and budget/on-time status
• Lead weekly client status calls, including agendas, risk identification, action-item ownership, and follow-up notes
• Set up and follow up on technical calls by scheduling, briefing TSS participants, and updating timelines after debriefs
• Run weekly project check-ins with TSS covering timelines, budgets, ETCs, and risks; post recaps in Teams
• Coordinate kiosk/POS device ordering, testing, shipping, and setup confirmation with the Hardware team
• Coordinate integration deadlines and prioritization with Platform/Development and track engineering ticket progress
• Facilitate payment processor onboarding with Payment Ops, including processing applications and client questions
• Collaborate with sales, product management, customer success, technical support, engineering, hardware, and Payment Ops teams

• 5+ years leading client implementations or projects, ideally in payments, govtech, or SaaS professional services
• Track record running several complex, concurrent projects without losing track of details
• Comfortable being the primary client contact and driving schedule/risk conversations without needing to be in the technical weeds
• Strong cross-functional coordination across engineering, hardware, Payment Ops, support, and CSM teams
• Clear, proactive communication; ability to state specific timelines, flag blockers early, and own risk
• Experience mentoring or supporting less experienced teammates
• Hands-on experience with bank file transmission (ACH, ICL/check image exchange, wire) or merchant processing (MIDs, card/check/cash) preferred
• Experience working with municipal or public sector clients preferred
• PMP or similar project management certification preferred
• Curiosity about emerging technologies and commitment to using AI responsibly

Demonstrates expertise in client implementation and project management within SaaS environments, with a strong focus on cross-functional coordination and proactive communication. Capable of managing complex projects while ensuring client satisfaction and timely delivery.

• Client Implementation Leadership
• Project Management Experience Hard Skills
  • SaaS Configuration
  • Project Management
  • Bank File Transmission
  • Merchant Processing
  • Risk Identification
  • Timeline Management
  • Budget Tracking
  • Technical Call Coordination
  • Client Onboarding
  • Integration Management
  Soft Skills
  • Clear Communication
  • Detail Orientation
  • Mentoring
  • Proactive Problem Solving
  • Client Relationship Management
  Certifications & Qualifications
  • PMP
  Industry Keywords
  • Payments
  • Govtech
  • SaaS Professional Services
  • Municipal Clients
  • Public Sector
  Tools & Technologies
  • Cloud Coach
  • Teams
  • Payment Ops
  • Kiosk/POS Systems