The Opportunity
Euna Payments is seeking an Sr Implementation Manager, independently motivated and ready to make our high-functioning Implementation Team even better.
As a Sr Implementation Manager, you will be our new customers' primary contact, overseeing the onboarding process from end-to-end. This is a multi-faceted set of responsibilities including requirements gathering, configuration of our SaaS products to meet those requirements, carrying out basic project management activities, and ensuring a smooth transition from sales to adoption.
You will collaborate closely with cross-functional teams, including sales, product management, customer success, and technical support, to deliver exceptional client experiences and drive customer satisfaction.
What You'll Do
- Own the client relationship and overall project health for the team's most complex or highest-priority implementations, from kickoff through go-live.
- Keep Cloud Coach current daily: timelines, health ratings, client surveys, TTFV, and budget/on-time status.
- Lead weekly client status calls: send the agenda 24 hours ahead, surface risks to scope or schedule, document action items with clear owners, and send follow-up notes within 24 hours.
- Own the setup and follow-up for technical calls: schedule them, brief the TSS on agenda and context ahead of time, and hold a short debrief afterward to update the timeline, without sitting in on the technical deep dive yourself.
- Run weekly project check-ins with your TSS covering timeline, budget, ETCs, and risks, and post a weekly recap in the project's Teams channel.
- Coordinate with the Hardware team on kiosk/POS device ordering, testing, shipping, and setup confirmation.
- Coordinate with Platform/Development on integration deadlines and prioritization, and track engineering ticket progress and priority.
- Facilitate payment processor onboarding with the PaymentOps team, including the processing application and related client questions.
What You Bring
- 5+ years leading client implementations or projects, ideally in payments, govtech, or SaaS professional services.
- A track record running several complex, concurrent projects without losing track of details.
- Comfort being the primary client contact and driving schedule/risk conversations without needing to be in the technical weeds.
- Strong cross-functional coordination across engineering, hardware, PaymentOps, support, and CSM teams.
- Clear, proactive communication: you state specific timelines, flag blockers early, and own risk rather than waiting to be asked.
- Experience mentoring or supporting less experienced teammates.
Nice-to-Have Qualifications
- Hands-on experience with bank file transmission (ACH, ICL/check image exchange, wire) or merchant processing (MIDs, card/check/cash).
- Experience working with municipal or public sector clients.
- PMP or similar project management certification.
Location
This position will be hybrid with 3 days/week in our new Atlanta, GA office. (Tuesday, Wednesday & Thursday)
