Payment Implementation Specialist

How you'll add value:

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Customer Intake & Onboarding
• Own onboarding timelines and outcomes from Sales handoff through post–go-live transition to Customer Success.
• Lead onboarding communications, kickoff calls, and alignment on prerequisites, timelines, roles, and go-live milestones.
• Configure AP Payments for verified legal entities and bank accounts and lead go-live readiness walkthroughs.
• Support customers through their first AP Payments run, ensuring successful payments across configured accounts and payment types.
• Conduct post–go-live check-ins and deliver a structured handoff to Customer Success with configuration details, adoption status, risks, and next steps.
AP Payments Team Collaboration
• Guide customers through KYC/KYB documentation requirements and best practices for each legal entity.
• Track compliance progress, communicate blockers and timelines, and partner with Payment Operations and Deal Desk to support Closed/Won readiness.
• Educate customers on vendor payment options and enrollment strategies across check, ACH, and virtual card.
• Validate vendor intake files, resolve gaps, submit finalized files to Vendor Enrollment, and communicate enrollment timelines and SLAs.
Cross-Functional Collaboration & Issue Resolution
• Coordinate closely with Sales, Accounting Implementation, Support, and Customer Success throughout onboarding.
• Maintain accurate documentation of status, decisions, and risks in Salesforce, Freshdesk, Slack, and Monday.com.
• Drive resolution of complex configuration, banking, or enrollment issues through clear context, ownership, and escalation as needed.
Process Improvement & Metrics
• Execute against fulfillment SOPs and checklists while identifying opportunities for continuous improvement.
• Track and manage implementation metrics including time-to-go-live and time-to-first-payment.
• Identify and implement automation, tooling, and workflow improvements that reduce manual effort and accelerate customer time-to-value.

What you'll need to be successful in this role:

• 1+ years of experience in implementation, onboarding, or customer support
• Highly organized, detail-oriented, and self-directed
• Customer-focused with a continuous improvement mindset
• Comfortable working in fast-changing, cross-functional environments
Preferred Qualifications
• Experience in payments, fintech, or financial technology platforms
• Working knowledge of payment methods including check, ACH, and virtual card
• Experience leveraging AI tools to improve efficiency and performance
• Experience working across CRM, ticketing, and project management tools (e.g., Salesforce, Freshdesk, Monday.com)
• Experience working in a bilingual (English-Spanish) finance environment preferred