Most Loved Workplace® Certified JobCustomer Implementation Manager
Most Loved Workplace® Certified JobAbout the Role
At Relay Payments, a Most Loved Workplace® certified employer in the Financial Services space, Modernizing payments for the freight and logistics industry.
<p><strong>About Relay Payments</strong></p>
<p>Relay Payments is a modern, digital payment network for the trucking and logistics industries. Trusted by&nbsp; more than 500,000 drivers, 100,000 carriers, and 3,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot, Love’s, Maverik, Schneider, Old Dominion, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture. For more information about Relay, visit relaypayments.com.</p>
<p><strong>About The Role</strong></p>
<p>Relay Payments is seeking a Customer Implementation Manager who will be the bridge for clients on their onboarding journey, providing expertise and support during the implementation process from first touch to full adoption. This role acts as a consultative client liaison by defining project setup, developing project plans, and determining necessary resources to deliver maximum value to onboarding customers.</p>
<ul>
<li>Lead strategic project kickoffs and maintain regular communication with 50+ clients to transition customers seamlessly from their onboarding journey to go-live.</li>
<li>Drive high platform engagement by monitoring and ensuring strong account usage for both backend client administrators and drivers.</li>
<li>Partner closely with the Sales team to work through deals, ensuring a seamless handoff and clear alignment throughout the implementation process.</li>
<li>Act as a product expert by performing demos of the Relay platform and partnering with clients to ensure they are fully enabled.</li>
<li>Ensure customer satisfaction through strong client responsiveness and thorough communication while exceeding quality and service standards.</li>
<li>Advocate for customer needs cross-departmentally, managing escalations and proactively mitigating roadblocks that impact implementation project timelines or success criteria.</li>
<li>Maintain Salesforce notes across all cases to ensure excellent project management and accountability.</li>
</ul>
<p><strong>About You</strong></p>
<ul>
<li>2-4 years of experience related to software implementation&nbsp;</li>
<li>Project management experience and a proven ability to meet deadlines, have customers adopt software solutions, and balance multiple projects simultaneously</li>
<li>Ability to quickly build trust and accountability&nbsp; with our diverse client base&nbsp;</li>
<li>Demonstrated ability to coordinate cross-functional teams to resolve complex issues within a designated time frame</li>
<li>Incredible attention to detail and ability to adapt quickly to product enhancements that will benefit the customers base</li>
<li>Exposure to TMS solutions and their integrations would be a plus</li>
<li>Excellent written, verbal, and presentation skills&nbsp;</li>
<li>Self-starter, strong organizational, presentation, interpersonal and consultative skills are a must</li>
</ul>
<p><strong>Our Core Values</strong></p>
<ul>
<li><strong>Invent the Future</strong> - We embrace the spirit of invention, the idea that there’s always a better way. Together we dream big, fail fast, drive forward, and find creative solutions where others see roadblocks. We prize grit, resilience and speed as we work to transform our industry and to move it into the future.<br><br></li>
<li><strong>Own the Work</strong> -<strong> </strong>Our work is a source of personal pride and fulfillment. We’re here because we relish a challenge and enjoy the exercise of proactively identifying and solving problems. We understand the power of accountability and are in constant pursuit of “more and better” for our customers, our partners and ourselves.<br><br></li>
<li><strong>We’re in it Together</strong> - We’re all in, committed to, and driven by our shared ambition and vision; we understand that alignment and collaboration are imperative. We set aside our ego to actively sync with one another, becoming greater than the sum of our parts. We are consistently open and generous with information, clear, concise and direct in our communication.</li>
</ul>
<p><strong>Why Relay Payments</strong></p>
<ul>
<li>This is a game-changing chance to join one of Atlanta’s best-funded, most well-positioned fintech start-ups.</li>
<li>We are generously sharing equity in Relay Payments - everyone’s an owner!</li>
<li>We invest in your future with our 401K match program and dedicated personal/professional development funds.&nbsp;</li>
<li>Do what’s best for your mental, physical and emotional health with our “Be Reasonable” PTO policy.</li>
<li>We offer competitive benefits including medical, dental and vision insurance.</li>
<li>And lots, lots more!</li>
</ul>
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View Original PostingWhy This Is a Most Loved Workplace® Certified Job
Systemic Collaboration
We have the exact same, unwavering, company vision today that we had when we launched six years ago. If you can tell your people where you want to go, they’re much more likely to enthusiastically join you on the journey. We also reinforce our vision at every meeting, making sure we always start with our “why.” We keep our team informed about any changes, welcome their input, and ensure everyone knows what to do and how their contributions impact the specific successes we plan to achieve.
Positive Vision for the Future
Relay’s values are: 1) Invent the future, 2) Own the work, and 3) We’re all in this together. From giving team members ownership in Relay Payments, to designing products rigorously tested to serve under-appreciated truck drivers, Relay’s values are deliberately part of our day-to-day — not just words on our website. Every team meeting and process starts with an acknowledgement of our “why,” to ensure that our values are being upheld. We understand that our values require constant nurturing — and resources — to succeed. We’ve hired a top-notch People team to ensure team members feel connected to our values.
Alignment of Values
Our cofounders have always excelled when it comes to representing our values. To their credit, one of the first items they worked on upon launching Relay Payments was to establish values, set the vision and bring in seasoned people and culture experts to build the right culture and team to accomplish our lofty goals. They’ve done every job at Relay Payments, including customer service and check processing so it’s inspiring for everyone to know there isn’t a role that isn’t critically important to our success.
Respect
We’ve had the same vision since we launched, so continually socialize and reinforce it. We do this through quarterly rallies to discuss goals, report progress, and celebrate wins. We hold biweekly check-ins and monthly updates to address issues and monitor progress. By consistently communicating, we ensure everyone is aware and feels valued. One of our values is to “own the work” so every team member receives company ownership and is invested in our success. Another tenet is a “no surprises” approach – this means we want to regularly hear from our team members on whatever is on their minds.
Killer Outcomes
Creating a digital payment network to transform the trucking industry requires an outstanding team and a supportive environment. We intentionally built a collaborative, people-first culture so our talented professionals can thrive. We foster collaboration by: – Establishing clear communication, leveraging tools like MatterMost for seamless interaction and quick chats. – Encouraging dialogue in psychologically safe environments through regular meetings and weekly 1:1s between managers and team members where ideas flow freely. – Implementing cross-functional projects to avoid silos. – Providing training on effective communication, emphasizing the importance of diverse perspectives. – Leading by example, demonstrating collaboration and setting expectations for a united, purpose-driven environment.
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