Implementation Manager
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Job Description
Implementation Manager onboarding merchants onto PayTrace’s B2B payment automation platform. Managing payment gateway, ISV, ERP, and terminal integrations through go-live.
Responsibilities:
- Serve as the primary point of contact for merchant implementations from sales handover through go-live and Client Services transition
- Intake and onboard new merchant applications as the primary point of contact throughout the process
- Ensure accuracy of system settings, hardware provisioning, and terminal activation for each merchant
- Resolve discrepancies and missing documentation prior to activation; escalate risks as needed
- Review applications for accuracy, completeness, and compliance prior to underwriting
- Perform quality checks on all submitted information and supporting documentation
- Guide merchants through PayTrace system setup, ensuring they have the correct hardware and software for launch
- Track tasks and dependencies across concurrent implementations
- Support merchants through activation, confirming systems and payment processing are fully operational
- Foster and maintain merchant relationships following the sales handoff, promoting long-term satisfaction and retention
- Communicate proactively with clients, internal staff, and leadership, serving as a trusted advocate for merchants throughout onboarding
Requirements:
- High School Diploma or equivalent with Bachelor's Degree preferred
- Minimum 4 years of experience in implementation or a related customer-facing role within the merchant payment processing industry
- Experience in payment processing, banking, credit card, ACH, or gateway environments
- Demonstrated ability to manage multiple projects simultaneously and meet deadlines in a remote environment
- Excellent written and verbal communication skills
- Strong organizational skills and the ability to prioritize effectively in a fast-paced, distributed work environment
- Analytical and problem-solving aptitude with experience identifying and resolving operational or compliance issues prior to merchant activation
- Self-starter with a proactive approach to relationship management and issue resolution with minimal in-person supervision
- Hands-on experience with payment gateway implementations, B2B onboarding workflows, or ISV/ERP integrations (PayTrace or comparable platforms a plus)
- Understanding of ISV partnership models, ERP integrations, and B2B accounts receivable automation
- Familiarity with interchange optimization strategies and Level II/III data processing
- Experience with underwriting or compliance review processes in a payments or financial services context
- Experience with project management and related tools
- Travel Requirements: Up to 10%
Benefits:
- Medical, Dental, & Vision Coverage
- Flexible Paid Time Off
- 401(k) + Match
- Mental Health Support & Well-Being Program
- Paid Maternity & Paternity Leave
- Education Assistance
- Company-funded Lifestyle Spending Account
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