At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere.  

GoCardless is used for domestic and international payments by 75,000+ organisations and counting, processing more than $30 billion across 30 countries. We’re an award-winning London based fintech, with additional offices in Riga, Paris and Melbourne.

As a Professional Services Implementation Manager, you will be responsible for the successful implementation of GoCardless by newly signed businesses looking to take bank payments (e.g. Bacs, SEPA, ACH, Instant Bank Pay) from their customers in the UK & across the globe utilising our global payments network. 

Day to day, you will take sole responsibility for the implementation of a portfolio of our UK merchants, in a pro-active fashion guiding them through their setup and onboarding journey, working cross-functionally with our Sales, Solutions Engineering & Customer Success Management teams to provide the optimal customer experience. You will also monitor a portfolio of UK customers going through our digital onboarding experience (Essential Programme) and proactively engage with those who require assistance.

Our customers use us in a variety of ways (as a standalone solution, integrating us into their bespoke software, or activating an integration with an existing software package) and your role is crucial to the long-term success of the customers you onboard with GoCardless. Guiding our customers through a smooth and efficient implementation journey helps our customers quickly realise the benefits that led them to choose GoCardless in the first place.

What excites you 

• Work closely with our Sales team during the pre-sales phase of the customer’s journey to design a tailored onboarding project plan for each of your customers.
• Supervise the customer implementation process for your Emerging & Mid-Market customer portfolio, leveraging our onboarding playbooks and best practices.
• Keep senior customer stakeholders & individual business users engaged through to project completion by building relationships and understanding their unique business requirements and goals in the context of the value proposition GoCardless delivers. 
• Communicate with clear and compelling intent through every customer interaction. These engagements can take the form of email interactions, chat, phone calls, video conferencing, or in-person meetings.
• Proactively guide each of the customers within your portfolio through the relevant milestones of their onboarding journey, ensuring any sticking points are identified and resolved quickly.
• Collaborate with Customer Success Managers to develop rigorous risk mitigation strategies to guide customers through their implementation within the expected timeframe, enabling them to achieve their desired outcomes.
• Be an escalation point for our customers going through our digital onboarding in the UK, as well as proactively intervening in their journey where necessary.
• Liaise with the relevant teams internally to get your customers ready for payment collections as quickly as possible or in time to meet any agreed deadlines.
• Optimise the full end-to-end flow of the customer onboarding process, and suggest improvement areas to make the onboarding journey as effortless as possible.
• Develop tools and techniques to accelerate adoption and reduce effort through streamlined and automated processes, both for yourself and for merchants.
• Attend and contribute to team weekly meetings, providing updates on your active projects as well as flagging any issues, risks, and dependencies.
• Collaborate with our Manager of Customer Implementation to ensure new best practices and process developments benefit the entire team.

What excites us  

• You are passionate about customer implementation, customer success, and enjoy working directly with customers and going the extra mile.
• You have project management experience and love a challenge.
• You are an excellent communicator and self-assured presenter.
• You are detail-oriented with excellent organisational skills and a strong focus on delivering the best possible customer experience.
• You have experience managing complex projects at a SaaS company or similar organisation.
• You have experience juggling multiple demands on your time and can manage and prioritise various important and urgent issues.
• You consistently operate with the customer’s needs at the forefront.
• You’re comfortable communicating complex technical & non-technical concepts to a wide range of audiences.
• You enjoy taking ownership of projects you work on and take pride in the execution and delivery of these.
• You are proactive and driven, making the most of the opportunities you are given and taking the initiative to seek additional ones.
• You have a mindset of continuous improvement, both on a personal level as well as with regard to operational processes.
• You are a team player with a positive, can-do attitude.

Prior experience in a customer onboarding/implementation role or a keen knowledge of project management, implementation planning (preferably in a payment industry), and stakeholder management is a must. However, the ability to learn fast, deliver high-quality outputs, and improve ways of working as you progress are equally valuable.

We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

• Wellbeing - stay healthy with dedicated support and medical cover
• Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working - allows you to work flexibly, around your lifestyle
• Equity -all permanently employed GeeCees receive equity so we can share in the success we achieve together
• Parental leave -to suit everyone embarking on life's great adventure
• Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

We’re building the bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCee’s’ that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.

We’ve got a long way to go, but here’s how we’re doing as of June 2023;

42% identify as women

28% identify as Black, Asian, Mixed or Other

9% identify as LGBTQIA+

9% identify as neurodiverse

2% identify as disabled

We’re rooting for you during your application and GoCardless aims to provide reasonable adjustments to make our recruitment process as remarkable and accessible as we can. Please speak to your Talent Partner if you need extra support.

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here. 

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.