Customer Implementation Manager

VGS is the world's leader in payment tokenization, providing solutions to banks and fintechs. They are seeking a Customer Implementation Manager to support the Client Operations team by managing customer onboarding, implementation, and training on the VGS platform to enhance operational efficiency and customer experience.

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 customer’s payments infrastructure
• Diligently maintain and update project plans and documentation to ensure that any stakeholder—even those not involved in the day-to-day project work—can 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

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