Implementation Manager

Role At A Glance

As an Implementation Manager, you are the driving force behind getting Paystand customers live, fast. You'll manage end-to-end ERP configuration and deployment, working directly with customers to ensure their systems are launched correctly, completely, and on time.

This is an individual contributor (IC) role. You'll report into the Manager of Implementations and work cross-functionally with Solutions, Support, and Customer Success. Your mission: shorten time-to-value, deliver a clean handoff, and ensure smooth, confident go-lives. You are expected to leverage automation and AI-enabled tools to manage a high volume of implementations efficiently, increasing throughput without increasing headcount.

You'll also act as a consultative partner to customers — guiding them through ERP best practices, offering configuration recommendations, and ensuring the solution aligns with their operational goals.

Key Responsibilities

• Own the technical setup and configuration of ERPs including NetSuite, Sage Intacct, MS Dynamics, Business Central, and Acumatica
• Act as a trusted advisor to customer stakeholders — offering ERP best practices and recommendations around configuration, workflows, and payment design
• Partner directly with customer finance and operations teams to translate requirements into an executable implementation plan
• Customize and deploy the Paystand solution across UAT and Production environments, including workflows, bundles, and payment methods
• Lead walkthroughs and customer-facing trainings to ensure adoption readiness
• Track project delivery across timelines, dependencies, and milestones using automation and project tooling to flag blockers early and keep implementations on track without manual overhead
• Act as the primary driver for go-live: validate production readiness and trigger handoff to Customer Success
• Coordinate internally with Solutions, Support, RevOps, and Engineering to resolve configuration, data, and enablement issues
• Use AI tools and automated workflows to maintain accurate customer records and project plans across systems (HubSpot, Monday, internal dashboards), reducing manual data entry and improving visibility
• Stay up to date on platform enhancements, ERP updates, implementation best practices, and emerging AI-assisted tools relevant to technical onboarding

What We Are Looking For

• 2-4 years in ERP-focused implementation, onboarding, or technical customer success
• Strong working knowledge of at least one major ERP (NetSuite, Sage Intacct, Business Central, or Acumatica preferred)
• Ability to install bundles, configure roles/permissions, map financial fields, and troubleshoot ERP-integrated applications
• Project management mindset: able to juggle multiple implementations, deadlines, and teams at once — leveraging tools and automation to scale personal output
• Consultative instincts — able to guide customers toward smart implementation decisions based on best practices and their business context
• Demonstrated comfort using AI tools, automation platforms, or workflow tooling to reduce manual work and improve execution speed
• Clear communicator in both English and Spanish; confident leading customer calls and training sessions
• Comfortable navigating ambiguity and driving clarity in fast-moving projects
• Attention to detail, works well under pressure, strong ownership mindset, and an instinct to follow through without being asked
• Bonus points: familiarity with payment processing systems, HubSpot or other CRM, project management, or customer onboarding workflows

What Success Looks Like

• Achieve a target reduction in implementation cycle time through the adoption of automated workflows and AI-assisted tools.
• Maintain high customer satisfaction scores (CSAT) during the onboarding process by delivering consistent, high-quality, and on-time go-lives.
• Demonstrate operational excellence by successfully managing a higher volume of concurrent implementations compared to baseline, without requiring additional headcount.
• Facilitate a seamless and accurate handoff to Customer Success, ensuring 100% of required technical documentation and configuration details are complete at launch.
• Proactively identify and resolve technical roadblocks, contributing to the development of a scalable, repeatable implementation playbook.

Our Benefits

• 🏝️ Enjoy generous PTO and sick leave, because we believe in balance.
• 🌭 Fuel your days with free snacks and paid lunches in the office.
• 🏥 We've got your health covered with Major Medical Health Insurance.
• 💳 Stay nourished with food vouchers and plan for your future with savings funds.
• 📈 Unlock stock options and own a piece of our success!
• 👨🏻‍💻 Work with the best tools and equipment, setting you up to thrive.
• And the best part? Endless growth opportunities await you as we rapidly expand!