Implementation Manager

About the role

Onbe is a rapidly expanding financial technology company dedicated to transforming payment solutions for clients across the globe. As an Implementation Manager, you will play a critical role in managing the onboarding process for new clients, ensuring that their integration with our systems is seamless and efficient. Your responsibilities will include coordinating with multiple internal teams, understanding client needs, and delivering tailored solutions that meet their expectations. This position requires a proactive approach, excellent communication skills, and a strong understanding of project management principles to facilitate successful implementations from initiation through to completion. You will be the primary point of contact for clients during the onboarding phase, ensuring that all deliverables are met on time and to the highest standards, while also adhering to company policies and compliance requirements.

Key facts

What you'll do

• Lead and manage multiple client onboarding projects simultaneously, each with unique requirements and complexities, ensuring timely and successful delivery.
• Act as a subject matter expert on implementation processes, products, and services, providing guidance and support to both clients and internal teams throughout the onboarding lifecycle.
• Conduct detailed discovery sessions with client representatives to gather essential information about their program needs, operational goals, and expectations.
• Collaborate closely with internal departments such as product, operations, and compliance to align client requirements with internal capabilities, ensuring smooth communication and understanding among all stakeholders.
• Develop comprehensive project plans, timelines, and milestones, and communicate these effectively to clients and team members.
• Provide regular status updates to clients and internal leadership, including progress reports, risk assessments, and issue resolution strategies.
• Facilitate meetings to clarify project scope, deliverables, and expectations, ensuring all parties are aligned and informed.
• Create and maintain client-facing documentation such as order templates, user manuals, and presentation materials to support onboarding and training efforts.
• Oversee the submission of task requests and coordinate action items across various departments to ensure timely completion.
• Configure systems as needed, perform quality assurance testing, and manage the launch of client programs to ensure they meet specified requirements.
• Lead client demonstrations and training sessions to ensure clients are confident in using our systems and services effectively.
• Monitor project progress, identify potential risks or delays, and implement corrective actions to keep projects on track.
• Ensure all implementation activities comply with company policies, risk management standards, and regulatory requirements, including ITAR if applicable.
• Document all client interactions, project details, and implementation steps thoroughly to maintain accurate records for future reference.
• Support continuous improvement initiatives by providing feedback on processes and suggesting enhancements to streamline onboarding procedures.

Requirements

• Bachelor's degree in a relevant field such as Business, Finance, or Technology.
• At least 5 years of experience in client onboarding, implementation management, or a related role, with a proven track record of managing complex projects.
• Strong understanding of project management methodologies and best practices, including experience with tools like Smartsheet or Microsoft Project.
• Excellent written and verbal communication skills, capable of conveying technical and non-technical information clearly and professionally.
• Demonstrated ability to manage multiple projects simultaneously while maintaining attention to detail and meeting deadlines.
• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint, with the ability to create professional documentation and presentations.
• Experience working in a client-facing environment, with a focus on delivering exceptional customer service.
• PMP certification is preferred but not mandatory.
• Knowledge of financial services or payment systems is a plus.
• Ability to work effectively in a fast-paced, dynamic environment, managing priorities and adapting to changing client needs.
• Strong organizational skills and the ability to coordinate cross-functional teams.

Nice to have

• Prior experience in the financial technology sector, especially related to payments or banking solutions.
• Familiarity with compliance standards such as ITAR or other regulatory frameworks relevant to financial services.
• Experience working with international clients or in a global environment.
• Knowledge of system configuration and testing procedures.
• Ability to lead training sessions and client demonstrations confidently.

Skills & tools

• Project management software such as Smartsheet or Microsoft Project.
• Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Strong organizational and documentation skills.
• Excellent communication and interpersonal skills.
• Ability to analyze project data and generate reports for stakeholders.

Practical notes

The salary range for this role is between $90,180 and $105,000, with the potential for an annual bonus based on performance. Compensation will be determined based on the candidate's experience, qualifications, and market conditions. Benefits include comprehensive medical, dental, and vision insurance, a 401(k) plan with matching contributions, unlimited paid time off, flexible work arrangements, and generous parental leave policies. The role requires on-site presence at the Conshohocken office, with a hybrid work schedule involving two days per week onsite in Chicago, Philadelphia, or Dallas metro areas. All qualified candidates are encouraged to apply, regardless of background or experience level.