Implementation Manager

About the role

At Payhawk, our Implementation Managers (IMs) play a critical role in driving customer adoption and delivering value to our clients throughout their lifecycle. As part of our Customer Success Organization, Implementation Managers are not only responsible for onboarding and technical setup but also for ensuring that customers extract maximum value from Payhawk. By combining a deep understanding of Payhawk’s platform with insights into customer processes, IMs proactively optimize accounts, enhance product adoption, and contribute to customer success.

Responsibilities

Customer Onboarding and Implementation:

• Lead the onboarding process for new customers by understanding their needs, configuring their Payhawk accounts, and delivering tailored training sessions.
• Develop and execute customized project plans for each client, ensuring a smooth and timely implementation process in line with SLAs while managing different external and internal stakeholders.
• Ensure new customers quickly realize the value of Payhawk by maximizing adoption during the initial implementation phase and aligning the setup with their business needs.

Driving Customer Adoption

• Use product data and insights to identify opportunities for optimizing customer setups and use cases, ensuring customers continuously derive increasing value from Payhawk.
• Assist customers in scaling their Payhawk usage as their businesses grow or their needs evolve. Provide expert guidance and support when customers need to adjust their setup or adopt new functionalities.

Customer Success and Retention:

• Act as a trusted advisor to customers, helping them align Payhawk’s capabilities with their internal processes to achieve their desired outcomes.
• Contribute to customer retention by ensuring high contract utilization, product adoption, and overall satisfaction.

Continuous Improvement:

• Gather customer feedback on potential product improvements and new feature requests, and share these insights with the Product teams.
• Identify and propose process improvements to enhance the onboarding and adoption experience.

Collaboration and Knowledge Sharing:

• Partner with Account Executives to hand off qualified upsell opportunities identified during customer interactions.
• Work closely with cross-functional teams to ensure alignment and deliver maximum value to customers.

Requirements

• 2+ year as Customer Success Specialist/Project Manager in a high growth SaaS environment or recent graduate with a relevant degree
• Tech savvy with an ability to fully understand our software
• You have Native/Near native level of English
• Excellent verbal and written communication skills with demonstrated ability to explain complex concepts in a concrete and understandable way
• Excellent organisation skills and detail oriented
• Fast learner and capable to keep up with a fast growing environment
• Ability to prioritise and multitask with clients and colleagues
• Experience in the fintech industry is preferred

Company Benefits

• 30 days holiday paid leave
• Competitive compensation package
• A week exchange policy to another Payhawk office (London, Berlin, Barcelona, Amsterdam, Paris)
• Multisport card fully funded by us
• Flexible working hours
• Company office massages
• Personal assistant service
• Regular team-wide events
• Opportunity to use the Payhawk product.

Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.