Implementation Manager at Payhawk in Sofia, Sofia-City, Bulgaria

Company Mission

Payhawk is a leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale.

The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir and Wagestream. With offices in New York, London, Berlin, Munich , Barcelona, Paris, Amsterdam, Vilnius and Sofia; Payhawk is backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Bek Ventures and Eleven Ventures.

Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We understand that the best ideas don’t all come from the same place, so we encourage diversity and inclusion in all areas of our work.

The future of fintech is about more than money, and we believe in work-life balance, continual learning, and empowered teams. We’re also on a journey to measure and improve our environmental and social impact**.** From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too.

We’re changing the world of payments, and we’re looking for an exceptional team to help us.

About the role

At Payhawk, our Implementation Managers (IMs) play a critical role in driving customer adoption and delivering value to our clients throughout their lifecycle. As part of our Customer Success Organization, Implementation Managers are not only responsible for onboarding and technical setup but also for ensuring that customers extract maximum value from Payhawk. By combining a deep understanding of Payhawk’s platform with insights into customer processes, IMs proactively optimize accounts, enhance product adoption, and contribute to customer success.

Responsibilities

Customer Onboarding and Implementation:

- Lead the onboarding process for new customers by understanding their needs, configuring their Payhawk accounts, and delivering tailored training sessions.
- Develop and execute customized project plans for each client, ensuring a smooth and timely implementation process in line with SLAs while managing different external and internal stakeholders.
- Ensure new customers quickly realize the value of Payhawk by maximizing adoption during the initial implementation phase and aligning the setup with their business needs.

Driving Customer Adoption

- Use product data and insights to identify opportunities for optimizing customer setups and use cases, ensuring customers continuously derive increasing value from Payhawk.
- Assist customers in scaling their Payhawk usage as their businesses grow or their needs evolve. Provide expert guidance and support when customers need to adjust their setup or adopt new functionalities.

Customer Success and Retention:

- Act as a trusted advisor to customers, helping them align Payhawk’s capabilities with their internal processes to achieve their desired outcomes.
- Contribute to customer retention by ensuring high contract utilization, product adoption, and overall satisfaction.

Continuous Improvement:

- Gather customer feedback on potential product improvements and new feature requests, and share these insights with the Product teams.
- Identify and propose process improvements to enhance the onboarding and adoption experience.

Collaboration and Knowledge Sharing:

- Partner with Account Executives to hand off qualified upsell opportunities identified during customer interactions.
- Work closely with cross-functional teams to ensure alignment and deliver maximum value to customers.

Requirements

• 2+ year as Customer Success Specialist/Project Manager in a high growth SaaS environment or recent graduate with a relevant degree
• Tech savvy with an ability to fully understand our software
• You have Native/Near native level of English
• Excellent verbal and written communication skills with demonstrated ability to explain complex concepts in a concrete and understandable way
• Excellent organisation skills and detail oriented
• Fast learner and capable to keep up with a fast growing environment
• Ability to prioritise and multitask with clients and colleagues
• Experience in the fintech industry is preferred

Company Benefits

• 30 days holiday paid leave
• Competitive compensation package
• A week exchange policy to another Payhawk office (London, Berlin, Barcelona, Amsterdam, Paris)
• Multisport card fully funded by us
• Flexible working hours
• Company office massages
• Personal assistant service
• Regular team-wide events
• Opportunity to use the Payhawk product.

Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.