Implementation Manager

San Francisco, CA, United States

OVERVIEW

We're looking for an Implementation Manager to join our Customer Success team. In this role, you will help our customers integrate and go-live with our platform, while also contributing to the development and improvement of our overall customer onboarding and activation process.

As a member of the Implementation function, you will:

Manage and execute defined tasks of an implementation process end-to-end, dive into complex payment requirements, and work alongside our Technical Program Management & Customer Success teams to help customers go-live with Modern Treasury quickly and accelerate their time to value.

Work closely with internal and external stakeholders to ensure an organized and enjoyable implementation journey for customers. Internally, you will partner with stakeholders across our Product and Engineering teams along with our Technical Program Management team focused on our Bank Integrations to ensure technical requirements and configurations are correctly established. Externally, you will work with technical and business stakeholders at our customers and bank partners to ensure a smooth implementation process by over communicating at each stage and demonstrating strong project management skills.

Play a critical role in the development and support of new internal tools within the Modern Treasury application that will redefine the implementation experience for current and future customers.

Assist in planning, developing, and implementing policies, procedures, performance standards and training programs for the Implementation team.

We strongly believe that investing in personal and professional growth puts us in a position to deliver long-term value to our customers. This role offers a unique opportunity for growth in a value-driven company, and it sits at the intersection of our customers, our people, and our products.

ABOUT MODERN TREASURY

Modern Treasury is the operating system for money movement. Our payment operations platform combines a suite of APIs and dashboards to help companies unlock new payments revenue, strengthen customer experiences, and drive efficiency through their business. Our end-to-end platform moves enterprises forward with faster payments, efficient workflows, full data visibility, and seamless bank integrations.

WEEK BY WEEK

During your first week you will: Complete our company onboarding process where you will learn all about Modern Treasury - our values, our history, our product, our brand - and meet various teams via small-group sessions alongside your onboarding peers.

Get acquainted with our products with self-guided as well as hands-on training with an onboarding buddy.

Develop an understanding of our customers, user personas, sales process, and customer stories.

Read our favorite industry primers.

During your first six weeks you will: Meet and build relationships with leaders and members of the Customer Success, Engineering, Product, Sales, Sales Engineering, and Marketing teams.

Shadow Customer Success Managers and Technical Program Managers on customer engagements and active implementation projects. Through this, you will gain a deep understanding of our customers, their use cases, and the various stages of their journey with Modern Treasury.

Become a technical expert in Modern Treasury's external connections with Financial Institutions and partner closely with the Technical Program Management and Engineering teams to support the onboarding and activation of our customers. This is an important step towards understanding our customers, the problems we solve for them, the processes we need to build and the key decisions we need to make as we scale the Implementation team.

Be shadowed as you begin to support defined stages of an implementation for customers.

During your first six months you will: Take your first customers from initial implementation through launch.

Own large portions of the onboarding journey by executing technical configuration tasks in Modern Treasury and liaising with internal and external stakeholders.

Identify areas of opportunity and manage projects to refine processes and systems accordingly to improve the customer onboarding and implementation experience.

Become a master in our 40+ supported integrations with Financial Institutions.

REQUIREMENTS

What we're looking for: 2+ years experience in customer facing technical roles at B2B SaaS companies or Financial Institutions in one or more of the following functions: implementation, technical support, customer success, client service, or operations.

Experience or knowledge in payment operations and general banking operations and practices.

Experience in process improvement and documentation.

Experience with project management and collaboration solutions such as monday.com, Linear, Salesforce etc.

Knowledge of web connectivity and integration protocols such as JSON / XML, file transfer protocols such as FTP / FTPS / SFTP, and general API concepts.

Modern Treasury is committed to equal employment opportunity and does not discriminate in any employment opportunities or practices based on an individual's race, color, creed, gender (including gender identity and gender expression), religion (all aspects of religious beliefs, observance or practice, including religious dress or grooming practices), marital status, registered domestic partner status, age, national origin or ancestry (including language use restrictions and possession of a driver's license issued under California Vehicle Code section 12801.9), natural hair, physical or mental disability, political affiliation, medical condition (including cancer or a record or history of cancer, and genetic characteristics), sex (including pregnancy, childbirth, breastfeeding or related medical condition), genetic information, sexual orientation, military and veteran status or any other consideration made unlawful by federal, state, or local laws. It also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.

Modern Treasury participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.