Implementation Manager

We are looking for a high-energy, relationship-driven Implementation Manager who is passionate about helping small and mid-sized businesses succeed. As an Implementation Manager at Biller Genie, you will own the first 90 days of a new subscriber’s journey - serving as the single point of accountability from onboarding through to demonstrated ROI. You will manage a portfolio of approximately 180 active accounts, guiding merchants through product setup, feature adoption, and real-world results so they can see measurable impact on their accounts receivable process before the 90-day window closes. The ideal candidate is a natural relationship-builder with a consultative mindset, who listens first, connects the dots between a merchant’s pain and our platform’s capabilities, and is motivated by watching clients win.

About Us:
Recently voted Inc Magazine's 2023 Best Places to Work, Biller Genie is an award-winning B2B SaaS platform that helps businesses get paid faster. Our technology is disrupting the payments and accounting industries. Visit www.billergenie.com to learn more.

In this role, you will be expected to:

• Serve as the dedicated point of contact for a portfolio of ~180 active subscriber accounts throughout their first 90 days with Biller Genie.
• Conduct structured onboarding calls to uncover each merchant’s accounts receivable goals, pain points, and workflow - and translate those directly into a personalized implementation plan.
• Configure and activate key platform features (automated reminders, late fees, dual pricing, customer portal, QuickBooks sync settings, and more) during setup calls using a hands-on, screen-share approach.
• Deliver proactive data checkpoints at key milestones (Day 1, Day 45, Day 90) that show merchants concrete ROI: days-to-pay improvement, reminder engagement, processing fee savings, and more.
• Escalate technical sync issues to the Sync Specialist team and stay accountable for resolution.
• Conduct reviews to assess what’s working, refine settings, and address any emerging friction for subscribers before it becomes churn risk.
• Facilitate a smooth, informed, transition to the Subscriber Success team at the end of the 90-day period, ensuring no context is lost and the merchant feels confident and set up for long-term success.
• Maintain accurate, detailed, account notes and activity records in Salesforce so internal teams have full visibility into each merchant’s journey.
• Stay current on product releases, feature updates, and best practices to deliver the most relevant guidance to merchants at every touchpoint.
• Keep up in a fun, fast-paced environment surrounded by a passionate team that believes in the Biller Genie vision!

Qualifications:

• 2-4 years of experience in SaaS onboarding, customer success, or implementation - ideally with a B2B product in fintech, payments, or accounting tech.
• Proven ability to build genuine rapport with business owners quickly and sustain trust across a multi-month engagement.
• Consultative communication style - you ask before you tell, and you tailor your guidance to what each merchant actually needs.
• Comfort navigating product configuration live on a call; you’re not afraid to share your screen, take remote control, and work through a setup side-by-side with a customer.
• Data-driven mindset with the ability to track, interpret, and present ROI metrics in a way that resonates with non-technical business owners.
• Strong organizational skills and the ability to manage a high-volume account portfolio without letting details fall through the cracks.
• Excellent written and verbal communication skills; you can simplify complex concepts without being condescending.
• Experience with QuickBooks (Online or Desktop), Salesforce, or payment processing is a strong plus.
• Experience working in a startup or high-growth environment is a plus.

Benefits:

• Comprehensive Medical, Dental, and Vision Plans
• 401k with up to 4% Company Match
• Unlimited Paid Time Off (PTO) Policy

Our Core Values:

• Get Shit Done Right - We work hard and ensure tasks are completed correctly and on time, every time.
• Own It - We are subject matter experts who know what we know, and we are confident enough to speak up when we see something wrong.
• Catch Up - We are high performers and love a fast-paced environment.
• Believe in the Genie - We are passionate about where we are going as a team and we show we care.
• Class Shines - We are articulate professionals who carry ourselves well and speak with purpose.