Customer Implementation Manager
Posted 22 days ago · 143 applicants
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The role in plain words
This role is responsible for owning the end-to-end implementation and onboarding process for new customers. Day-to-day tasks include configuring customer setups, coordinating technical integrations like ERP and SSO, managing project plans, and collaborating with internal teams to resolve customer issues. You will also create self-service resources and provide feedback to the Product team regarding customer pain points.
- 2+ years of experience in a customer-facing role with a technical orientation (customer support, technical account management, customer onboarding, or implementation)
- Excellent communication skills, both written and verbal, with high-level English
- Proven project management and cross-functional collaboration skills (building timelines, sequencing dependencies, and managing multiple workstreams to deadlines)
- Experience with AI-related tools or technologies
- Strong ability to solve problems in real time, handle pressure, and adapt to changing situations
Extracted from the job description · kept up to date automatically
Who this suits
This role suits professionals with at least 2 years of experience in technical customer-facing roles, such as customer support or implementation, who have experience with AI-related tools. It is less ideal for those who prefer highly structured, pre-defined roles, as this is a newly created position requiring a proactive mindset to shape its evolution.
Full job description
Original listing · kept for referencemontopay.com is revolutionizing B2B payments by offering the first AI connector between suppliers and buyers, enabling seamless collections and real-time transaction data. Our mission is to introduce the interconnected future of B2B payments, where companies can easily communicate to pay and get paid as we overcome interoperability challenges across financial platforms.
We're hiring a Customer Implementation Manager to join our Customer Operations team. In this role, you'll own the end-to-end implementation for new customers and lead every onboarding event throughout a customer's lifecycle, ensuring each engagement meets its agreed-upon success metrics in close partnership with R&D, Operations, Customer Success, and Support. This is a great opportunity to step into a newly created role and shape it as our team grows. You'll have a direct impact on both our product and our customers' experience, and help define how we work across departments.
What You’ll Do
• Own every implementation event in a customer's journey, from initial onboarding to expansion projects, additional business units, and migration to our new product version.
• Drive each implementation to the success metrics agreed with the customer.
• Act as the customer's main point of contact throughout the implementation window.
• Configure customer setup and coordinate technical integrations (ERP, SSO, etc.), guiding customers through a smooth self-onboarding experience.
• Build and own the implementation project plan, and create work items for relevant teams.
• Communicate with customers when additional information is needed, and handle escalations from Support and Customer Success during the implementation window.
• Partner with the Customer Success Manager to ensure customer satisfaction throughout the implementation process.
• Build self-service resources, like guides, templates, and FAQs, that help customers onboard themselves with less hand-holding over time.
• Give feedback to the Product team on recurring customer pain points and feature gaps you notice during implementations.
Requirements
• 2+ years of experience in a customer-facing role with a technical orientation: customer support, technical account management, customer onboarding, or implementation.
• Excellent communication skills, both written and verbal, with high-level English.
• Proven project management and cross-functional collaboration skills: building timelines, sequencing dependencies, and managing multiple workstreams to deadlines.
• Experience with AI-related tools or technologies.
• Strong ability to solve problems in real time, handle pressure, and adapt to changing situations.
• Strong sense of ownership and a proactive, can-do mindset, with comfort shaping a new role as it evolves.
Questions about this role
- This listing did not state a salary. We only show pay when the employer publishes it.
- 2+ years of experience in a customer-facing role with a technical orientation (customer support, technical account management, customer onboarding, or implementation), Excellent communication skills, both written and verbal, with high-level English, Proven project management and cross-functional collaboration skills (building timelines, sequencing dependencies, and managing multiple workstreams to deadlines), Experience with AI-related tools or technologies, Strong ability to solve problems in real time, handle pressure, and adapt to changing situations