Manager, Product Implementation

Manager, Product Implementation

What we need

The Product Implementation Manager position has the responsibility to provide both implementation and technical support for new US customers who use TAConnection's products to power their solutions. This role will create value by identifying our product features, mapping our features to client needs, working closely with our clients testing and activating our products, and troubleshooting and resolving technical issues that arise to ensure that our customers realize the maximum utility from TAConnection's products.

The role provides the opportunity to tackle a broad range of issues with technical depth across TAConnection's product range. You will be a central person in working with all product and implementation teams, and help build out implementation and support processes.

This leader has no direct reports but offers indirect leadership to the Implementations and Product Management Team to ensure they have the tools and are managing their queue backlogs to meet the client's needs. This role has oversight accountability for technical product requirements for implementations, ensuring initiative owners are completing work as outlined and agreed with the director of the department. Position reports to the director of the department.

How We Work

As a Product Implementation Manager, you will be expected to work in a Hybrid environment. Corpay will set you up for success by providing:

• Remote Workplace (Preferred location Miami, FL)

• Company-issued equipment

• Monthly home internet stipend

Key Responsibilities

• Documentation of Product Features: Creating documentation for new product features that are available to clients, ensuring they are well-understood and can be effectively utilized.

• Requirements Documentation: Documenting the requirements for product implementations and mapping them to existing product features to ensure a clear understanding of client needs.

• Identifying Feature Gaps: Identifying any potential gaps in product features that may require further evaluation and discussion with both the client and a Product Manager.

• Proposed Solutions Documentation: Documenting proposed product solutions for signoff by TAConnection's leadership and the client, ensuring alignment and agreement on the implementation approach.

• Configuration Information Collection: Defining and supporting the process of collecting configuration information for the products, including assessing customer operational processes and listing required configuration settings.

• Requirements Management: Tracking, routing, and redirecting requirements to the correct internal product resources to ensure efficient handling and resolution.

• User Acceptance Testing (UAT) Coordination: Coordinating with the Product Owner on UAT for TAConnection's products to validate that they meet client expectations and requirements.

• Customer Collaboration: Working closely with customers to ensure their successful implementation and use of TAConnection's products, providing support and guidance throughout the process.

• Integration Oversight: Overseeing the integration of customers onto TAConnection's products, serving as the first point of contact for product-related requirements, and coordinating product planning for customer issues.

• Customer Support: Following up with customers, providing feedback, and ensuring problems are resolved effectively, maintaining open lines of communication.

• Product Guidance: Walking customers through product-related processes and conducting calls to discuss and explain these processes as needed.

• Onboarding and Registration: Playing an essential role in the onboarding and registration of customers to various TAConnection products, ensuring a smooth start to their experience.

• Customer Service Excellence: Utilizing excellent customer service skills to exceed customers' expectations and provide a high level of support.

• Product Improvement Recommendations: Recommending product modifications or improvements to facilitate more efficient onboarding and better customer experiences.

• Workshop Oversight and Recommendations: Overseeing discovery workshops and making recommendations on efficiencies to customer processes and potential business or systems process changes to improve product effectiveness and reduce/remove the need for customizations.

• Handover to Account Management: Providing a comprehensive handover to the Account Management team and other stakeholders, ensuring continuity of support and service.

• Process Development and Maintenance: Developing and maintaining implementation processes and artifacts in a way that they can be reused for each new implementation, promoting consistency and efficiency.

Basic Qualifications

• Bachelor's degree in Information Technology, Computer Science, Systems Engineering or related field; or relevant work experience; or working on your own development or implementation projects

• 4-6 years of experience in implementation, technical account management and/or technical support

• Strong client-facing and communication skills, and ability to work effectively with customers

• You are savvy in troubleshooting and you are solution-oriented

• You demonstrate strong communication skills

• You learn quickly, on-the-go, as you encounter new technical challenges

• You understand the importance of creating value for customers in the work you do.

Preferred Qualifications

• Bachelor's Degree and with 5-6 years of experience in implementation, technical account management and/or technical support

• You have experience with tools like Jira and Salesforce

• Strong understanding of emerging technologies and their integration into customer service/support

• You have previously worked in financial services or fintech

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire

• Automatic enrollment into our 401k plan (subject to eligibility requirements)

• Virtual fitness classes offered company-wide

• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time

• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)

• Philanthropic support with both local and national organizations

• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department. For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

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Other details

• Job Family Marketing and Product

• Job Function Marketing

• Pay Type Salary

• Employment Indicator Employee

Apply Now

• Miami, FL, USA
• Virtual