Implementation Manager

About the role

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.

Responsibilities

• 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.

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

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.