Customer Implementation Manager

About Relay Payments

Relay Payments is building a modern digital payment network to revolutionize the trucking and logistics industries. Trusted by more than 500,000 drivers, 100,000 carriers, and 2,000 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 Company, Maverik, Schneider, Coyote Logistics, 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. We are a proud sponsor of NASCAR and William Byron from Hendrick Motorsports for 2025. For more information about Relay, visit relaypayments.com.

About The Role

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.

• Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication
• Partner with customers on product education as they initiate use and adopt purchased software
• Establish regular customer calls throughout adoption phase to transition customers into full utilization of the platform
• Exceed quality and service standards, including client contractual deliverables related to the implementation process;
• Offer a “train the trainer” solution to our clients who will then deliver your insights to the rest of their team
• Act as a product expert as you perform demos of the different features of our comprehensive software solution 
• Advocate customer needs/issues cross-departmentally and manage account escalations
• Detect potential roadblocks and implement solutions when issues threaten to delay the timeline or impact budget or business operations
• Maintain Salesforce notes across all cases to ensure excellent project management and accountability 

About You

• 2-4 years of experience related to software implementation 
• Project management experience and a proven ability to meet deadlines, have customers adopt software solutions, and balance multiple projects simultaneously
• Ability to quickly build trust and accountability  with our diverse client base 
• Demonstrated ability to coordinate cross-functional teams to resolve complex issues within a designated time frame
• Incredible attention to detail and ability to adapt quickly to product enhancements that will benefit the customers base
• Exposure to TMS solutions and their integrations would be a plus
• Excellent written, verbal, and presentation skills 
• Self-starter, strong organizational, presentation, interpersonal and consultative skills are a must
• Russian or Polish proficiency is a big plus

Our Core Values

• Invent the Future - 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.
  
• Own the Work - 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.
  
• We’re in it Together - 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.

Why Relay Payments

• This is a game-changing chance to join one of Atlanta’s best-funded, most well-positioned fintech start-ups.
• We are generously sharing equity in the company - everyone’s an owner!
• We invest in your future with our 401K match program and dedicated personal/professional development funds. 
• Do what’s best for your mental, physical and emotional health with our “Be Reasonable” PTO policy.
• We offer competitive benefits including medical, dental and vision insurance.
• And lots, lots more!

Relay Payments is an equal opportunity employer. At Relay Payments, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.