Client Implementation Specialist (Toronto)

Implementation Specialist (Mid-Market)

Summary/Objective

The Implementation Specialist will be responsible for collaborating with cross-functional teams to drive implementations forward and adhere to deliverable deadlines. This position serves as 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 primary point of contact/driver (Project Management) for project completion with new customers through implementation.
• Establish processes/procedures to manage customer portfolio activity.
• Successfully manage low complexity projects in billing and payment solutions, ensuring timely, within scope delivery, and 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 strong understanding in configurations and data integration.
• Demonstrate understanding of web-based applications, APIs, and data integration.
• Monitor new client implementations and support daily; providing problem solving, coordination, and leadership as required.
• Partner with internal technical and operational resources as they develop integrated software solutions and support systems to serve the 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 positive team environment.
• Enhance knowledge and contribute to internal documentation and process enhancements, leveraging industry best practices and project management methodologies (Agile, Waterfall) to increase team efficiency and project quality.

Supervisory Responsibility

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

Education and Experience

Bachelor/Associate degree or equivalent experience.

1–2 years of experience in Project Management/Coordination implementing web-based solutions for clients.

Basic tech knowledge, effective communication, problem-solving, project coordination, and solid soft skills.

Strong organizational, communications and people skills required; ability to work independently and in a team environment.

Enjoys wearing multiple hats and can be called on to play whatever role is required.

Background in the Payments, Banking, E‑Commerce, Finance and/or Utility industries helpful but not required.

Preferred Experience

• Familiarity with cloud and integration technologies, basic 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 environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear, and may need to lift up to 25 lbs. The role also requires bending, standing, walking, using hands to finger, handle, or feel objects, tools, or controls, and stooping, kneeling, crouching or crawling as necessary.

Position Type / Expected Hours of Work

This is a full‑time position. Days and hours of work 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 upon project needs.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities 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 endeavor 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 job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others. An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.