Manager of Implementations

Corpay is seeking a strategic, customer-focused Manager of Implementation Services within our Corporate Payments division to oversee the customer onboarding process and lead the Implementation team. This role will work closely with all teams associated with customer set-up, satisfaction, and success while actively participating as part of the working Implementation team. This role will be responsible for leading enhancements to team operational flow and ensuring a seamless overall onboarding experience.

This role requires a deep understanding of customer and partner needs, process and technology, and exceptional written and verbal communication skills. A high level of proactive problem solving, decisiveness, and follow-through are mandatory to deliver successful onboarding outcomes and high customer satisfaction. This role reports to the Sr. Director of Full AP Implementations. Domestic US travel may be required.

As a Manager of Implementations, you will be expected to work in a Hybrid environment. Corpay will set you up for success by providing:

• Assigned workspace in Brentwood, TN
• Company-issued equipment
• Monthly home internet stipend

The responsibilities of the role will include:

• Team Leadership & Development
  • Leading, managing, and mentoring Implementation Managers to maximize their individual potential, professional growth, and ability to function as liaison with onboarding customers.
  • Hiring, training, and managing teams responsible for customer setup, onboarding, and process excellence.
  • Delegating responsibility and work to others, coaching them to develop their capabilities, providing feedback, and addressing performance issues.
• Strategic Planning & Process Design
  • Formulating and implementing long- and short-range plans, policies, and documentation to support consistent customer onboarding experience and product adoption with focus on scale and productivity.
  • Designing and evaluating implementation workflow ensuring timely and accurate boarding process and customer satisfaction.
  • Benchmarking, analyzing, reporting, and making recommendations for the growth of Payment Automation customer onboarding operations, services, and systems.
• Customer Experience & Success
  • Driving better customer experience with a cohesive strategy, area actions, handoffs, and collaborative approach to best customer results.
  • Overseeing customer handoff, partnerships, and synergies in all areas that affect customer onboarding and success.
  • Updating processes related to customer implementation and customer success including tools, policy, and procedures to ensure high customer satisfaction.
• Cross-Functional Collaboration
  • Working closely with engineering and other operations departments to ensure project and customer success for each implementation.
  • Partnering with Engineering to drive enhancements to new customer experience by suggesting solutions, updates, and fixes.
  • Partnering with Sales to ensure messaging and handoffs, and with Operations and Customer Success teams to ensure ongoing positive customer experience.
  • Building excellent working relationships with all key business leaders, colleagues, and broader team.
• Analytics & Reporting
  • Reviewing customer onboarding and activity reports, team metrics, and other performance data to measure goal achievement or identify areas needing program improvement.
  • Acting as key advisor for Salesforce — developing reports, data, and tracking to measure sales organization success.
  • Working with Sales Operations on reports and metrics.

• Bachelor's Degree in Business, Communications, or related field, or equivalent combination of education and work experience
• 8+ years of progressive and strategic account or business management experience in a highly technical organization with experience in support, sales, and customer success
• Specific experience in developing and managing process, customer relationships, and driving customer success
• Advanced computer skills with Microsoft Word, Excel, PowerPoint, and Outlook
• Advanced experience with CRM software (Salesforce), project management tools (Wrike), and ticketing software (Service Now)
• Leadership ability to…