SUMMARY
The Implementation Project Manager is responsible for product implementation, customer satisfaction and customer retention. They are the key strategic partner for customers in setup, process development and product implementation. Every day work includes information gathering, boarding and customer contact, relaying information to Technical Support and Technical Implementation teams, coordinating work and providing feedback for process improvement. Position requires excellent verbal and written communication skills, strong project management and organizational skills and refined attention to detail. The Implementation Manager must also be an exceptional problem solver and collaborator and must have strong follow through.
JOB DUTIES

• Implement customers as assigned, maintaining close customer relationship to ensure all requirements and deadlines are met. Guide boarding with strong project plans and accountability, and manage the entire process (calls, education, timing, requirements, project adjustments and deadlines).
• Gather and review customer business practices to define and execute on delivery and implementation plans. Collaborate with customer to understand current process, relay product features and suggest process changes and improvements; present ideas and solutions to improve product adoption. Provide guidance and support, leveraging product expertise and industry best practices.
• Serve as primary point of contact for interacting and managing customer boarding process over the phone and through email to ensure user adoption, retention and overall success.
• Resolve account setup issues quickly utilizing problem solving skills and internal resources.
• Maintain and expand knowledge base on our products and integrations; remain up to date on latest versions and their capabilities and surface other members of the team.
• Perform miscellaneous project and duties as assigned

EDUCATION AND EXPERIENCE

• College coursework in business or equivalent experience; college degree preferred.
• Five or more years customer service experience and/or project management experience.
• Familiarity with accounting and payment industry practices.
• Advanced computer skills required, including high level knowledge of Microsoft Office and experience working within Salesforce CRM preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Project Management and Sales — Ability to multitask and work in a deadline-driven, time-sensitive environment. Ability to build relationships. Knowledge of principles and methods for showing, promoting, and teaching functionality of products or services. This includes project management strategy and accountability tactics, product demonstration, and soft sales techniques. Persuading others to change their minds or behavior. Bringing others together and trying to reconcile differences. Relationship building, including established contacts and relationships with potential customers in key markets, and maintaining those relationships over time.
• Customer and Personal Service — Customer-focused with proven knowledge of solution-selling strategies. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and talking to others to convey information effectively. evaluation of customer satisfaction. Actively looking for ways to help people. The ability to communicate information and ideas in speaking so others will understand.
• Critical thinking and Persuasion— Using logic and reasoning to recognize details of situations, identify solutions, conclusions or approaches to problems. Persuading others to change their minds or behavior or to try new approaches. The ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Technology— Knowledge of computer hardware and software, including applications and data driven tools. Ability to learn Nvoicepay’s systems and software. Use of database products, CRM software (Salesforce), project management software (Wrike), ticketing software (Zendesk), fax and phone systems.
• Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others and maintaining them over time. Professional level written and verbal skills.
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Communicating effectively in writing as appropriate for the needs of the audience. Talking to others to convey information effectively. Understanding written sentences and paragraphs in work related documents. Professional-level written and verbal communication skills and exceptional relationship building skills. Exceptional written and oral expression and comprehension, including excellent presentation skills with an ability to partner with senior business leaders to understand needs and deliver solutions.
• Active Listening and Speaking— Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Talking to others to convey information and procedures effectively.
• Administrative — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records in a database, and other office procedures and terminology.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Time and Task Management — Managing one's own time and the time of others. Effectively managing project
• People and Inclusion —Always striving to drive our business forward by positive and direct communication, collaboration, respect, acceptance and professionalism. Understanding how to give and receive feedback, manage conflict positively and work productively with others to solve problems.

WORK SCOPE AND CONTEXT

• Job is focused on specific area of business with established practices and procedures. Must work with operational timeframes and be flexible to changing priorities.
• Decisions are made within specific operational guidelines. Decisions and service affect customers and suppliers. Position has a direct effect on adoption, utilization and revenue.
• Job has no supervisory responsibility. Work is guided and supervised.
• Contacts are made both inside and outside the organization. Internal contacts include the Operations, Customer Success, Sales and Technical Implementation teams, leads and managers. External contacts include customers.
• Position requires regular contact with others - in meetings, by phone or by email. Interactions focus on problem solving, customer service and information exchange. Interactions are initiated both phone or email and focus on inbound/outbound contact. Headsets are used regularly for phone work.
• Information exchange may include confidential or sensitive information. Customer service, project management and problem solving are primary objectives of this position.
• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer and a telephone. Job may require hours that exceed 8 hours per day and 40 hours per week during peak periods.

#LI-QB1
About the Company:
FLEETCOR Technologies, Inc. (“FLEETCOR”) is a leading global provider of business payment solutions. We help companies of all sizes control, simplify and secure payment of various domestic and cross-border payables using specialized payment products. We serve businesses, partners, merchants, consumers and payment networks in North America, Latin America, Europe, and Asia Pacific.

• $2.8B Annual Revenue
• 800,000 Directly Served Business Clients
• 9,700+ Employees

(as of December 31, 2021)
Our payment solutions provide our customers with a payment method designed to be superior to and more robust and effective than what they use currently, whether they use a competitor’s product or another alternative method such as cash or check. We group our payment solutions into five primary categories: Fuel, Lodging, Tolls, Corporate Payments and Gift. Each category is unique in its focus, customer base and target markets, but they also share a number of characteristics: customers are primarily businesses, have recurring revenue models, have specialized networks which create barriers to entry, have high margins, and have similar selling systems.
FLEETCOR enjoys global recognition including:

• Forbes Global Growth Champion – FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista
• Forbes World’s Most Innovative Companies – FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row!
• Fortune 1000 Company – FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking #872
• S&P 500 – In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks

Our Mission
Create better ways for businesses and their partners to pay their expenses
Our Strategy
FLEETCOR will continue double-digit revenue growth by executing on four growth planks:

• Sell More New Clients. FLEETCOR will continue growing sales by investing more in proven sales channels and bringing more prospects into the funnel.
• Increase Revenue per Client. FLEETCOR will continue increasing its share of customer wallets through network expansion and cross-sell of add-on solutions.
• "Beyond" Adjacent Segments. FLEETCOR will continue extending its existing business into adjacent spaces to broaden its market opportunity.
• Launch New Platform Business. FLEETCOR has launched its "new platform business" integration "Expense Management & AP/Vendor Payments" solutions into one bundled software platform.

Our Commitment to Diversity, Equality, Inclusion, Belonging
Together we can foster true belonging. We know different ideas, perspectives and backgrounds lead to better innovation and results. We are therefore committed to building and nurturing a culture of diversity, inclusion, and belonging by:

• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
• Empowering our people to share their experiences and ideas through open forums and individual conversations; and
• Valuing each person’s unique perspectives and individual contributions.

Embracing diversity enables our people to “make the difference” at FLEETCOR.
Our Values
FLEETCOR’s culture reflects our history of fast growth and our continued drive for results. Our entrepreneurial spirit remains strong across our global workforce, and we reinforce these principles in our five core values:

• Innovation: Figure out a better way
• Execution: Get it done quickly
• Integrity: Do the right thing
• People: We make the difference
• Collaboration: Accomplish more together

These values guide all of our employees and are infused in all aspects of our Company. We are, as a team, united through these shared values and our mission to provide “a better way to pay.”
Our values foster an inclusive culture through the expectation that all employees will treat each other with respect and appreciate the diversity of identities, thoughts, backgrounds and styles. Our commitment to fostering an inclusive culture has never been more essential than in this moment of national reflection. We must always celebrate the diversity of our company and our communities.
We strongly believe that the quality and diversity of our workforce provide FLEETCOR with a competitive advantage, and that our problem-solving and solution-building efforts are greatly enhanced when we harness the collective thinking of a diverse group of people with unique experiences and perspectives.
Equal Opportunity/Affirmative Action Employer:
FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

Job Type: Full-time

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