Implementation Specialist (Richmond Hill)

Implementation Specialist (Mid-Market)

Classification: Exempt Summary/Objective

The Implementation Specialist will collaborate with cross‑functional teams to drive implementations forward and meet deliverable deadlines. The role is the key client‑facing resource during the implementation process and manages the successful setup and integration of billing and payment solutions for new customers across various industries on the Mid‑Markets team. Essential Functions / Responsibilities

Serve as the primary point of contact and project manager for new customer implementations. Establish processes and procedures to manage customer portfolio activity. Successfully manage low‑complexity projects in billing and payment solutions, ensuring timely and in‑scope delivery while meeting customer satisfaction targets. Collaborate with cross‑functional teams, vendors, and clients to ensure clear communication, issue resolution, and effective project progress. Become a product expert with a strong understanding of configurations and data integration. Demonstrate knowledge of web‑based applications, APIs, and data integration. Monitor new client implementations and provide daily support, problem solving, coordination, and leadership as required. Partner with internal technical and operational resources to develop integrated software solutions and support systems for partners and clients. Maintain ongoing reporting of client status and activities. Manage multiple low‑complexity SAAS projects and implementations. Proactively troubleshoot and solve problems with limited supervision. Foster collaboration and a positive team environment. Enhance knowledge and contribute to internal documentation and process enhancements, leveraging industry best practices and project management methodologies (Agile, Waterfall). Supervisory Responsibility

This position does not have any supervisory responsibility or direct reports. Education and Experience

Bachelor’s or Associate’s degree, or equivalent experience. 1‑2 years of experience in project management or coordination of web‑based solutions for clients. Basic technical knowledge, effective communication, problem‑solving, and strong soft skills. Strong organizational, communication, and people skills. Ability to work independently and in a team environment. Enjoys wearing multiple hats and can adapt to various roles as needed. Background in Payments, Banking, E‑Commerce, Finance, and/or Utility industries is helpful but not required. Preferred experience with cloud and integration technologies, understanding of industry trends (billing, payments, fintech). Experience with project management tools (e.g., Smartsheet, Jira). Post‑secondary education in a related field (e.g., Business, IT, Operations). Work Environment

This job operates in a professional office setting and routinely uses standard office equipment such as laptops, photocopiers, and smartphones. Physical Demands

The employee is regularly required to talk or hear, adjust focus, lift files, open filing cabinets, and bend or stand on a stool. The employee may also be required to stand, walk, use hands, reach, stoop, kneel, crouch or crawl, and lift up to 25 lbs. Position Type / Expected Hours of Work

This is a full‑time position. Days and hours are Monday through Friday during normal business hours. Occasional evening and weekend work may be required as job duties demand. Travel

5–10% travel to customer sites may be required based on project needs. Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties may change at any time with or without notice. EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment. Reasonable Accommodation

Paymentus recognizes and supports its obligation to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified applicants and employees with known physical or mental disabilities, unless this would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others. Individuals who believe they need a reasonable accommodation should discuss the need with the Human Resources Department or their direct supervisor.

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