As an Implementation Manager, you will work directly with Monit’s Chief Customer Officer and Financial Institution clients to ensure successful onboarding, enablement, adoption, and ongoing support.

You will be a primary point of contact for our bank and credit union clients, guiding them through the implementation process and providing continuous support to maximize their satisfaction and realizing the value of Monit.

Responsibilities:

1. Project Management:

• Support the implementation of Mont with Banks and Credit Unions, ensuring smooth execution from initiation to completion.
• Conduct initial assessments of clients' needs and requirements to tailor the implementation plan accordingly.
• Develop and maintain detailed project plans, timelines, and milestones for each implementation, including the digital implementation, compliance reviews, marketing, and change management approaches.
• Coordinate cross-functional teams, including digital, business banking, treasury management, and legal/risk/compliance, to deliver timely and effective solutions within the banks’ governance models.
• Liaise with the digital banking platform providers (as needed) on Monit’s installation into their bank clients’ deployments.

2. Client Onboarding and Training:

• Adapt Monit’s SMB and Client-facing training materials to fit with the bank’s theming, branding, and launch strategies
• Support development of training sessions with key stakeholders within client organizations, ensuring they understand the value proposition to business owners and bankers alike, how to promote the service, and where to receive support as needed.
• Support the development of SMB owner-facing training content, marketing materials, demo videos, and other collateral.
• Offer ongoing training and support to address any questions or concerns that arise during and after the implementation phase.‍

3. Relationship Management:

• Serve as the primary point of contact for clients’ implementation and banking teams, building strong relationships based on trust, transparency, and reliability.
• Coordinate with the Chief Customer Officer on relationship planning, business reviews, and opportunities to deepen relationships, including with a focus on increasing customer adoption and proving Return on investment that leads to renewals/expansion.
• Proactively communicate with clients to understand their challenges, gather feedback, and identify opportunities for improvement.
• Collaborate with clients to develop strategies for maximizing the value of Monit within their organizations.
• Help socialize Monit’s roadmap with key stakeholders.
• Support the identification, planning, and execution of campaigns to help drive SMB adoption.
• Support the identification, planning, execution of product-focused campaigns with the FI’s sales and marketing teams to drive revenue growth.
• Identify and capture new feature requests from clients and route them to the Product team for consideration.‍

4. Technical Support:

• Act as a liaison between clients and our Product and Technology teams, facilitating the resolution of any technical issues or challenges encountered during implementation and post-launch.
• Provide basic technical guidance and troubleshooting assistance to clients, ensuring they can effectively integrate Monit with their existing systems and workflows.

5. Performance Monitoring and Optimization:

• Monitor key performance metrics and usage data to track the success of Monit implementations at client banks.
• Identify areas for optimization and improvement, working closely with internal teams to implement enhancements that drive value for clients.
• Regularly review client feedback and performance metrics to identify trends and proactively address any issues or concerns.

Qualifications:

• Bachelor's degree in business, finance, accounting, or a related field.
• 5+ years experience as an Implementation or Customer Success Manager supporting a SaaS solution(s) for Enterprise B2B customers
• Customer-focused mindset with a passion for delivering exceptional service and support.
• Proven experience in project management, preferably within the banking or financial services industry.
• Familiarity and comfort with accounting and finance terminology
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Demonstrated ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Proficiency in Microsoft Office suite and project management tools.
• Ability to quickly learn new tools and technology,
• Familiarity as a user with Generative AI tools
• Ability to travel as needed

Compensation

• Salary commensurate with experience
• Competitive healthcare benefits with eligibility on day one
• Company equity and 401k plan
• Generous PTO policy

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