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Implementation Manager

Hybrid
  • London, England, United Kingdom
Operations

Job description

About us

Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service. We are doing this by hiring exceptional people and are now looking for a People Support Administrator to join our busy People department.

Within our offices in London, Chester and Los Angeles and Europe, Equals comprises of three business lines and brands - Equals Money, FairFX and CardOneMoney. You will join a very close-knit, talented, and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost-effective for our customers.

We are seeking an Implementation Manager to join Equals Money and assist in delivering a world-class on-boarding experience for our Platform-as-a-Service customers. This is a mid-level position that requires a combination of strong technical skills, project management and the ability to establish strong foundational relationships with our customers.

As an Implementation Manager, you will work closely with our technical and commercial teams to provide the best possible experience for our Platform customers. Although your primary focus will be on post-sales implementation, you may occasionally collaborate with our Sales team on pre-sales technical calls and project planning.

Who you are:
-Beyond project management, you also have a strong customer-centric focus on implementation, support, and best practices, and enjoy interacting with customers technical teams.
-You don’t have to be a software engineer, but you have experience working hands on with API-driven products. Technical knowledge of the B2B payments and card issuing industry is not necessary, but it would be beneficial for this role.
-You excel at simplifying complex concepts and explaining them in terms that everyone can understand.
-You can communicate with/understand the views of different stakeholders within a project.
-You are a quick study and feel comfortable with learning about new systems and technologies on the fly.

Job requirements

Responsibilities
Completing post-sale onboarding tasks. Leading customers through our implementation processes including setting up test systems and assisting them with technical questions, referring to other teams for help when you get stuck or find a problem.
Creating and tracking implementation task lists and plans based on agreed services and client objectives, driving those plans to completion and evaluating success throughout.
Planning and managing customer integration project timelines from project kick-off to completion.
Leading weekly integration progress calls with your customers, including maintaining clear agendas and following up on agreed action points and next steps to maintain momentum.
Building strong cross-functional relationships with Sales, Product, and Support teams to ensure clients get the most out of our API offering.
Coordinating with necessary internal teams to help get your customers live and meet any agreed deadlines in the best way possible.

Acting as the liaison between business users, technology teams, and support teams during project delivery.
Contributing to integration process improvement by gathering customer feedback, suggesting potential improvements, and collaborating with Product to continuously iterate our offering based on customer feedback.
Feeding back ideas and improvements to our technical writers to create and update our documentation and guides to ensure we deliver the most practical guidance to our customers technical teams.
Reporting progress on each project back to the business, keeping stakeholders updated and highlighting any blockers or problems with progress as soon as possible.
Anticipating unique customer problems and proactively identifying solutions using our products and services.
Occasionally working with the Sales team on technical demos.
Occasionally collaborating with Sales and prospective customers on architecting technical solutions and design.


Key Skills & Experience
-You have experience in developing relationships with customer technical teams in a software product company environment.
-Experience implementing API-driven products. Experience in the B2B payments and card issuing industry is desirable, but not required.
-You likely are comfortable using Postman, SOAPUI, CURL or another API testing tool. If not, you’ll at least have had some experience of looking at API messages and spotting errors in fields or formatting etc.
-You have confidence in scoping requirements with customers and effectively communicating technical solutions to technical and non-technical stakeholders.
-You have a strong customer-centric focus on implementation, support, and best practices.
-You have the ability to manage numerous stakeholders with varying priorities and levels of seniority.
-You advocate for clients while balancing what is best for the business and client base.
-You have strong written and verbal English language communication, presentation, and public speaking skills.
-You excel at explaining complex concepts in a way that everyone can understand.
-You write clear and concise documentation outlining relatively complex processes

Our investment to you:

We aim to be a people-first business. We welcome people into the Equals group and desire to grow and develop our talented teams.

Our people are part of one group; we believe in teamwork and celebrating our successes. We strive to embrace our values of ‘Succeed Together’, ‘Be the Customer, ‘Make it Happen’ and ‘Go Beyond’.


We believe in empowering conversations; that’s why we’ve invested in our managers and teams to ensure we bring out the best in each other. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support.

You will join an environment that encourages learning and knowledge sharing. Our managers and leaders will guide you to realise your drivers and promote your motivating career plan.


When you join the Equals Group, we help you get more out of your career, to get more out of life.

In-house benefits

  • A competitive salary benchmarked against a peer group.
  • 25 days holiday per year + your birthday off
  • Opportunities for progression, development and learning new skills.
  • Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
  • Interbank currency rates on travel money and international transfers.
  • We operate a hybrid working arrangement where possible.


We operate a hybrid working arrangement where possible, which means that for some roles you will be able to work remotely for some days of the week. However, we still want employees to collaborate in person at both our London and Chester offices, and therefore, candidates will need to still be a comfortable commuting distance from either location for the days you are required to work from or come into the office.

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