Customer Implementation Manager

montopay.com is revolutionizing B2B payments by offering the first AI connector between suppliers and buyers, enabling seamless collections and real-time transaction data. Our mission is to introduce the interconnected future of B2B payments, where companies can easily communicate to pay and get paid as we overcome interoperability challenges across financial platforms.

We're hiring a Customer Implementation Manager to join our Customer Operations team. In this role, you'll own the end-to-end implementation for new customers and lead every onboarding event throughout a customer's lifecycle, ensuring each engagement meets its agreed-upon success metrics in close partnership with R&D, Operations, Customer Success, and Support. This is a great opportunity to step into a newly created role and shape it as our team grows. You'll have a direct impact on both our product and our customers' experience, and help define how we work across departments.

What You’ll Do

• Own every implementation event in a customer's journey, from initial onboarding to expansion projects, additional business units, and migration to our new product version.
• Drive each implementation to the success metrics agreed with the customer.
• Act as the customer's main point of contact throughout the implementation window.
• Configure customer setup and coordinate technical integrations (ERP, SSO, etc.), guiding customers through a smooth self-onboarding experience.
• Build and own the implementation project plan, and create work items for relevant teams.
• Communicate with customers when additional information is needed, and handle escalations from Support and Customer Success during the implementation window.
• Partner with the Customer Success Manager to ensure customer satisfaction throughout the implementation process.
• Build self-service resources, like guides, templates, and FAQs, that help customers onboard themselves with less hand-holding over time.
• Give feedback to the Product team on recurring customer pain points and feature gaps you notice during implementations.

Requirements

• 2+ years of experience in a customer-facing role with a technical orientation: customer support, technical account management, customer onboarding, or implementation.
• Excellent communication skills, both written and verbal, with high-level English.
• Proven project management and cross-functional collaboration skills: building timelines, sequencing dependencies, and managing multiple workstreams to deadlines.
• Experience with AI-related tools or technologies.
• Strong ability to solve problems in real time, handle pressure, and adapt to changing situations.
• Strong sense of ownership and a proactive, can-do mindset, with comfort shaping a new role as it evolves.