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 consistent with PayTrace’s 5-star service commitment.
Communicate proactively with clients, internal staff, and leadership, serving as a trusted advocate for merchants throughout onboarding.

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).

Implementation Manager

Key skills