Job Summary

The Implementation Manager will oversee the successful onboarding and integration of new clients, ensuring that Boost’s solutions are seamlessly implemented within their financial operations. This role is a key part of the Boost Business Operations team and will involve close collaboration with Client Management to understand each client’s unique needs, guide them through the implementation process, and address any challenges that arise. The Client Implementation Manager must have a strong understanding of payment processing and transaction management, as well as excellent project management, communication, and problem-solving skills to drive client success and satisfaction.

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Reporting To: Chief Operating Officer, Illya Shell

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Duties and Responsibilities:

• Serve as the primary point of contact for clients during the implementation phase, managing all operational and technical, post-sales activities to ensure smooth onboarding.
• Lead the implementation of Boost’s payment solutions, guiding clients through technical configurations and integrations.
• Develop and manage comprehensive project plans, including timelines, milestones, and deliverables, to ensure a successful implementation process.
• Collaborate with internal teams (Sales, Product, Operations, Technology) to tailor Boost’s solutions to meet client-specific requirements.
• Perform data analysis to identify patterns within data sourced from clients.
• Draft business requirement documents and work with Product and Technology to deliver specific technical solutions to enable successful client engagements.
• Conduct client meetings to gather requirements, set expectations, and provide clear communication throughout the implementation process; document standard and bespoke implementation processes, including scope, timelines, technical configurations, and any customized solutions.
• Monitor and track progress during the implementation phase.
• Identify, address, and mitigate any risks or challenges that may arise during implementation, ensuring timely and successful delivery.
• Regularly communicate implementation progress and status to Boost leadership and key stakeholders.
• Manage client expectations, maintaining a high level of customer satisfaction throughout the onboarding process.
• Provide training and support to clients, ensuring they are fully equipped to utilize Boost’s solutions upon completed implementation.
• Provide ongoing support and assistance post-implementation to ensure client success and smooth operation of Boost’s solutions.
• Foster strong, long-lasting relationships with clients to promote loyalty and continued partnership with Boost.
• Work with the Account Management team to transition client relationships post-implementation for upsell and expansion opportunities.
• Collaborate with the Client Management team to identify opportunities for process improvements based on successful and unsuccessful project elements.
• Over time, grow and manage a team of implementation specialists.

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Qualifications:

• Minimum of 3-5 years of experience in client management, implementation management, or customer success, preferably in payments, fintech, or B2B services.
• Strong knowledge of payment processing, transaction systems, and commercial card solutions.
• Proven ability to manage complex, client-facing projects and guide them through successful implementation.
• Proficiency in project management principles, methodologies, and tools (e.g., Jira, Asana, Trello).
• Strong verbal and written communication skills, with the ability to effectively communicate technical and non-technical information to clients and internal teams.
• Exceptional problem-solving skills, with the ability to address and resolve client challenges efficiently.
• Strong organizational and time management skills with the ability to prioritize and manage multiple client implementations simultaneously.
• Ability to collaborate effectively across teams, including Sales, Technology, and Product, to deliver the best possible client experience.
• Experience working in an Agile environment is a plus.
• Bachelor’s degree required; certifications in project management (e.g., PMP, Agile) are a plus.

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Additional Qualifications:

• Client-facing experience with a proven ability to build strong, long-lasting relationships.
• Experience in B2B client-facing roles, particularly in payments, financial technology, or transaction processing, is highly desirable.
• Ability to thrive in a fast-paced, dynamic environment and navigate shifting priorities.
• Familiarity with cloud services (AWS, Azure) and API integrations is a plus.
• Experience with Salesforce or similar CRM tools is preferred.

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Job Type: Full-time

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Compensation: $120,000 - $130,000 per year

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Benefits

Medical, vision, and dental insurance, 401K+match, PTO, HSA, and FSA.