VP, Client Implementations

Position summary:

As a VP of Client Implementations, you'll lead and oversee all aspects of client onboarding, implementation projects, and ongoing client relationships, ensuring successful outcomes and high satisfaction. Develop and execute the client implementation strategy, aligning it with the company's overall goals and objectives.

Qualifications required:

• Education: Bachelor's degree in a related field (e.g., business administration, management, marketing) or 8-10 years of practical equivalent work experience.
• Client Success: Ensure all clients receive a positive and successful experience throughout their relationship with the company, from initial onboarding to ongoing support.
• Team Leadership: Lead, mentor, and develop a high-performing team of implementation managers, client integration specialist, and other relevant staff.
• Process Improvement: Continuously identify and implement process improvements to enhance efficiency, effectiveness, and client satisfaction.
• Stakeholder Management: Build and maintain strong relationships with internal stakeholders (e.g., sales, product, engineering) and external stakeholders (e.g., clients, partners).
• Experience: 8 years of experience in client implementation, client relationship management, or a related field.
• Leadership Skills: Proven ability to lead, motivate, and develop high-performing teams.
• Project Management Skills: Strong project management skills, including planning, execution, and monitoring.
• Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively with clients and internal stakeholders.
• Problem-Solving Skills: Strong problem-solving skills, with the ability to identify and resolve issues effectively.
• Analytical Skills: Strong analytical skills, with the ability to analyze data and identify trends.
• Industry Knowledge: Knowledge of the payments industry (CHIPS, ACH, RTP, Image) and its clients is a plus

Essential functions and responsibilities:

• Client Onboarding: Oversee the entire client onboarding process, ensuring smooth and timely implementation of products or services.
• Project Management: Manage complex client implementation projects, ensuring they are delivered on time, within budget, and to the required quality standards.
• Client Relationship Management: Establish and maintain strong, trusting relationships with key client contacts.
• Client Communication: Act as the primary point of contact for clients and internal stakeholders, addressing their needs and concerns effectively.
• Client Satisfaction: Monitor client satisfaction levels and proactively identify areas for improvement.
• Performance Management: Set performance goals for the team, track progress, and provide regular feedback and coaching.
• Resource Allocation: Allocate resources effectively to ensure optimal performance and client satisfaction.
• Data Analysis: Analyze client data to identify trends, opportunities, and areas for improvement.
• Process Documentation: Develop and maintain clear and concise documentation of client implementation and management processes.

Physical Demands and Work Environment:

Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Employees will report to the office two to three days each week.