The role

As a Professional Services Implementation Manager, you will be responsible for the successful implementation of GoCardless by newly signed businesses looking to take bank payments (e.g. Bacs, SEPA, ACH, Instant Bank Pay) from their customers in the UK & across the globe utilising our global payments network. 

Day to day, you will take sole responsibility for the implementation of a portfolio of our UK merchants, in a pro-active fashion guiding them through their setup and onboarding journey, working cross-functionally with our Sales, Solutions Engineering & Customer Success Management teams to provide the optimal customer experience. You will also monitor a portfolio of UK customers going through our digital onboarding experience (Essential Programme) and proactively engage with those who require assistance.

Our customers use us in a variety of ways (as a standalone solution, integrating us into their bespoke software, or activating an integration with an existing software package) and your role is crucial to the long-term success of the customers you onboard with GoCardless. Guiding our customers through a smooth and efficient implementation journey helps our customers quickly realise the benefits that led them to choose GoCardless in the first place.

What excites you 

• Work closely with our Sales team during the pre-sales phase of the customer’s journey to design a tailored onboarding project plan for each of your customers.
• Supervise the customer implementation process for your Emerging & Mid-Market customer portfolio, leveraging our onboarding playbooks and best practices.
• Keep senior customer stakeholders & individual business users engaged through to project completion by building relationships and understanding their unique business requirements and goals in the context of the value proposition GoCardless delivers. 
• Communicate with clear and compelling intent through every customer interaction. These engagements include email interactions, chat, phone calls, video conferencing, or in-person meetings.
• Proactively guide each customer within your portfolio through the relevant milestones of their onboarding journey, ensuring any sticking points are identified and resolved quickly.
• Collaborate with Customer Success Managers to develop rigorous risk mitigation strategies to guide customers through their implementation within the expected timeframe, enabling them to achieve their desired outcomes.
• Be an escalation point for our customers going through our digital onboarding in the UK, as well as proactively intervening in their journey where necessary.
• Liaise with the relevant teams internally to get your customers ready for payment collections as quickly as possible or in time to meet any agreed deadlines.
• Optimise the full end-to-end flow of the customer onboarding process, and suggest improvement areas to make the onboarding journey as effortless as possible.
• Develop tools and techniques to accelerate adoption and reduce effort through streamlined and automated processes, both for yourself and for merchants.
• Attend and contribute to team weekly meetings, providing updates on your active projects as well as flagging any issues, risks, and dependencies.
• Collaborate with our Head of Professional Services to ensure new best practices and process developments benefit the entire team.

What excites us  

• You are passionate about customer implementation, customer success, and enjoy working directly with customers and going the extra mile.
• You love understanding how things work, and then using those insights to problem solve
• You have project management experience and love a challenge.
• You are an excellent communicator and self-assured presenter.
• You are detail-oriented with excellent organisational skills and a strong focus on delivering the best possible customer experience.
• You have experience managing complex projects at a SaaS company or similar organisation.
• You have experience juggling multiple demands on your time and can manage and prioritise various important and urgent issues.
• You consistently operate with the customer’s needs at the forefront.
• You’re comfortable communicating complex technical & non-technical concepts to a wide range of audiences.
• You enjoy taking ownership of projects you work on and take pride in the execution and delivery of these.
• You are proactive and driven, making the most of the opportunities you are given and taking the initiative to seek additional ones.
• You have a mindset of continuous improvement, both on a personal level as well as with regard to operational processes.
• You are a team player with a positive, can-do attitude.