Implementation Manager

Job Description

Cardinal, a Visa solution, is a global leader in authenticating digital transactions. We work every day to make the digital shopping experience safe, rewarding, and engaging. We’re a global leader not only because of what we do, but because of who we are. Our team represents the best of the best. We work in a way that suits our people, their lifestyles, work styles, and individuality. We work hard as a team to collectively meet - and exceed – goals and consider each other family. We are one of the leading fintech companies in Northeast OH with teams locally and around the world working remotely. We are proud of what we do and how we do it.

When you work with us, you get the best of two worlds. Cardinal is a small company, with a welcoming, family-like atmosphere. But as a Visa solution, we offer the world-class resources and benefits of a global company. As companies with a worldwide customer base, both Cardinal and Visa realize the benefits of having a diverse employee base, both for our products and customer service. We believe in promoting a diverse and inclusive workplace. Our employees come with different backgrounds and experiences, resulting in many different approaches that are part of our success. We are committed to empowering each and every one of our over 250 (and growing) employees. We show respect to others and believe in fair and equal treatment. We are dedicated to continuous improvement in all that we do. We use Lean and Agile principles and rituals as the framework for achieving that improvement. To achieve these goals, we need accomplished and ambitious people - people that recognize the value that comes with the varying perspectives, and the cultural awareness that comes with our diversity. What we are looking for could be someone just like you.

We are seeking out an Implementation Manager to add to our growing Global Customer Services department. As an Implementation Manager, you will be expected to create an excellent customer experience from post-sales through implementation of our products and services. We are hiring on focus on our existing partner accounts. Both require excellent customer service experience along with the urgency to meet tight project deadlines.

Success is measured based on the quality of the implementation process, customer experience, partner/distributor perceptions and meeting defined Customer Support SLA’s. This position is open to meet the demand of our growing Financial Institution business as it relates to the sales pipeline.

What you’ll do:

• Establish relationships with assigned partnerships
• Build and maintain a streamlined boarding process for all new Customers
• Follow standardized Customer implementation procedures
• Ensure first-time, solid, without fail implementation of our services
• Work with downstream payment service providers, card networks & other 3 rd parties during the implementation.
• Project Management
• Lead Cardinal’s Customers through our onboarding and implementation process
• Identify opportunities for technology to enhance, improve and speed the implementation process.
• Identify opportunities in our procedures to enhance, improve and speed the implementation process.

Additional Responsibilities:

• Hold weekly project calls with each partner
• Send out weekly report of in-flight projects
• Per departmental guidelines, keep Salesforce current
• Coordinate successful kickoff and start-up of new accounts along with Customer’s Project Managers, as required
• Keep management informed of critical issues, strategic opportunities, and issue status
• Prepare and present any required reports to requestor and management as required
• Follow all established processes and procedures
• Pursues training and development opportunities to improve your ability to integrate Customers

What we need you to have:

• Minimum of a bachelor's degree in Business, Finance or other related degree
• In lieu of a bachelor’s degree, an Associate’s degree plus 2 years’ experience will be considered
• 1+ years of experience in the Customer service, client management, sales, B2B or related area
• Successful track record of driving results by utilizing consultative skills
• History of building and escalating customer relationships at all levels
• A clear understanding of the online payment ecosystem and the ability to positively position CardinalCommerce
• Maintain a positive and solution oriented mindset

What we would love for you to have:

• Bi-lingual in English and Spanish
• Payments industry knowledge
• Prior experience with salesforce.com
• Advanced knowledge of authentication and payment brand transaction flows
• Advanced knowledge in Cardinal technology and implementation methods
• Ability to read/troubleshoot transaction logs