Customer Implementation Manager
About The Position
VGS is the world's leader in payment tokenization. Large banks, aspiring fintechs, and growing merchants embed our universal token vault into their technology stack to manage the complexities of payment data tokenization across processors and networks, open banking, card issuance, omnichannel loyalty, PCI compliance, payment orchestration, and more. We empower our clients and partners by tokenizing sensitive payment data, limiting compliance scope, and consolidating payments to unlock revenue and business opportunities. VGS provides processor-agnostic tokenization solutions via secure universal token vaults, iframes, mobile SDKs, tokenization proxies, APIs, and data orchestration tooling to support payment acceptance, card issuance, PII and bank account tokenization, and other payments value-added services. Some of the use cases we enable include multi-processor Network Tokenization, Account Updater, payment orchestration, secure settlement file processing, 3DS, and Risk provider connectivity. We are seeking a Customer Implementation Manager to support our Client Operations team. Ultimately, you will support our customers to help manage the multiple pieces that drive product adoption. You will assist our customers with onboarding, implementation, and training on the VGS platform while ensuring a high level of operational efficiency to deliver the best experience to our customers while increasing ROI.
Requirements
- 5+ years of technical project management or technology consultation in customer-facing environments.
- Ability to act as an 'information conduit' between highly technical teams (Engineering, Product) and non-technical business stakeholders to communicate effectively and work cooperatively with cross-functional teams.
- Self-motivated problem solver who is able to thrive in a dynamic and customer-focused environment and applies logic and reasoning rather than blindly following a runbook.
- Detail-oriented and able to autonomously support tasks across multiple projects.
- Analytical, technically proficient, and able to learn new tools and software quickly.
- Able to work in a Waterfall or Agile environment with a strong sense of prioritization.
- Experience using a Project Management tool such as JIRA, MS Project, SmartSheet, Monday.com, etc.
Responsibilities
- Drive onboarding and implementation of the VGS product suite for new or expanding customers and improve time-to-value for our customers.
- Manage multi-threaded enterprise projects that require coordination between a variety of internal and external stakeholders.
- Coordinate with experts in the Payments, Fintech, and Banking industries to develop implementation project plans that touch vital components of our customerâs payments infrastructure.
- Diligently maintain and update project plans and documentation to ensure that any stakeholderâeven those not involved the day-to-day project workâcan quickly understand a project's status and trajectory.
- Gather business requirements, interpret technical documentation, and provide advice on integration best practices to help our customers streamline their implementations.
- Distill complex technical updates into easily digestible summaries for both internal and external stakeholders, ensuring clarity and removing blockers.
- Identify risks and proactively manage client implementation issues. Resolve and/or escalate issues in a timely manner.
- Collaborate with account management colleagues and cross-functional departments (support, engineering, product, etc) to ensure successful implementation and support continuous process and product improvement.
- Be a dedicated resource to help navigate our customers through technical challenges including proxy connectivity, integrations, and platform features.
Benefits
- Flexible work hours and flexible PTO
- Competitive health benefits
- VGS stock options
- 401k plan, with employer matching 4% and immediate vesting (available only for US employees)
- Life & disability insurance
- Pre-tax flexible spending accounts, dependent and healthcare FSA (available only for US employees)
- Global parental leave program
- Employee Assistance Program
- Home Internet reimbursement
- New hire home office set-up allowance
- Professional learning reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
