Implementations Lead

ABOUT REPAY
REPAY (“Realtime Electronic Payments” / NASDAQ TICKER: RPAY) is an established and fast-growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia, with offices across the country. REPAY enables its customers to accept payments anytime, anywhere, and through any channel while providing a secure, seamless, and enjoyable payment experience for the end consumers. REPAY offers a comprehensive suite of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems with full IVR, text, and mobile capabilities. The scalability of its products allows merchants of all sizes to add an instant arsenal of intelligent payment technology solutions to their businesses without significant development costs or infrastructure investments.

ABOUT THE ROLE

REPAY is looking for a process-driven individual to fill our Lead, Implementations role.  Reporting to the Director of Sales Engineering, this role will run our merchant and partner implementations team within our growing Sales Engineering organization. You will lead the team that takes new merchants and channel partners from signed agreement to live processing, managing day-to-day prioritization, workload, quality, and escalations. You'll also stay hands-on with complex merchant boardings, partner integrations, and training/demos. We work hard, but we have lots of fun doing it. If a cool, collaborative, and challenging work environment sounds appealing, you'll fit right in.

RESPONSIBILITIES

Team Leadership

- Run daily standups, assign merchant and partner projects, and balance workload against capacity and go-live dates.

- Review the performance of implementation analysts.

- Serve as the escalation point for stalled onboardings, configuration issues, and difficult merchant or partner situations.

Merchant Onboarding

- Oversee configuration and set up, including virtual terminal, hosted payments, settlement, and reporting.

- Verify first-transaction success and early-life performance.

Partner Implementations

- Guide ISV, VAR, and reseller partners through technical onboarding: API integration, sandbox and production testing.

- Manage partner-assigned IDs and boarding workflows so credentials are matched to the right merchant profile.

- Support partners in implementations

- Train partner teams on boarding, configuration, troubleshooting, and support handoffs.

- Work with Partnerships and Sales to set clear requirements, timelines, and expectations.

Training and Enablement

- Deliver or oversee merchant training on the platform, reporting, settlement, and reconciliation.

- Build and maintain partner enablement materials, configuration guides, and runbooks.

Process and Metrics

- Define and track KPIs: time to go-live, time to first transaction, backlog and aging, rework rate, and partner boarding quality.

- Turn lessons from each implementation into repeatable playbooks and templates.

- Partner with Sales, Underwriting, Risk, Product, Engineering, and Support to reduce friction.

- Manage special projects or other assignments as defined by leadership team.

SKILLS & EXPERIENCE NEEDED

- Bachelor’s Degree
- 5+ years in payments implementation, merchant boarding, or technical support, including 1–2+ years leading a team or acting as a team lead.
- Must be able to work as part of a team to ensure all work is completed within designated timeframes
- Ability to collaborate across the organization and ability to impact and influence stakeholders to achieve results
- Experience managing multiple concurrent merchant and partner implementations.
- Excellent multitasking and time management skills
- Must demonstrate strong communication skills and a client service-oriented attitude and interpersonal skills to support clients and issue resolution
- Strong attention to detail in a dynamic, fast-paced environment
- Knowledge in MS Office (Word, Excel, Outlook and PowerPoint)
- Working knowledge of SalesForce and Jira is a plus.
- Ability to influence, communicate, and present at all levels of the organization.
- Ability to deal with ambiguity
- Ability to understand changing priorities even when not all the information is available
- Follow-through skills and ability to be the driving force behind the completion of multiple projects
- Adhere to all company policies, procedures, and business ethics codes

WHY JOIN REPAY.… BECAUSE CULTURE IS EVERYTHING

GROWTH & PEOPLE-CENTERED LEADERSHIP
As the industry-leading financial technology provider in the Consumer Finance and Business to Business spaces, we continue to set the standard for application development and delivery. In 2019, REPAY became a public company listed on the Nasdaq Stock Market (RPAY). For the past three consecutive years, we have placed on the ACG® Atlanta Georgia Fast 40, a list recognizing the top 40 fastest-growing middle-market companies in Georgia. REPAY’s leadership empowers each team member to make a difference and stretch to their fullest potential. Our dedication to frequent, transparent communication is shown with companywide meetings where our leaders share company vision and encourage employees to ask questions.

FUN WORK ENVIRONMENT & GREAT TEAMS
We offer it all: business to casual dress, great snacks & beverages, and open-air collaborative team settings. REPAY has been certified as a Great Place to Work® company for 2017, 2018, 2019, 2020, 2021, and 2022. The REPAY team is fun, smart, collaborative, and truly enjoys working together. Making a difference in our local communities – we support several philanthropic initiatives every year to give back to our local communities. We are self-driven, motivated professionals who do not require micro-management to ensure we produce high quality and timely work.

INNOVATION & EDUCATION
We create highly sophisticated payment processing applications and are always pushing the boundaries of what is possible. We are constantly revolutionizing the industry by building on new ideas from clients and employees. We provide the resources necessary to ensure new innovations can develop quickly and with quality. We encourage continuing education, including professional conferences and events.

PUTTING OUR PEOPLE FIRST
We believe our people are the best, and we care immensely about their success. We offer a comprehensive benefits package which includes 100% coverage of employee healthcare premiums and several free benefits, including life insurance, disability insurance, and work-life balance resources. All benefits go into effect day one. Our employees’ futures are important to us, which is why we have a 401(k)-employer match and and an Employee Stock Purchase Plan. REPAY employees are eligible to participate in our Annual Bonus Program. This bonus award reflects excellent performance of individual contributions and goals achieved during the past year.

REPAY’s core values are Excellence, Passion, Innovation, Respect, and Integrity.

REPAY is an Equal Opportunity Employer and we promote a company culture where diversity, equity and inclusion are central. We are committed to build our teams and grow a company in which employees can succeed, regardless of race, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, pregnancy, religion, age (40 and over), disability, service in the uniformed services, protected veteran status, genetic information, or any other classification protected by federal, state or local law. Celebrating our diverse backgrounds, views and beliefs allows us to embrace what makes us unique and continue to innovate and push the boundaries of what is possible.

We are interested in every qualified candidate who is eligible to work in the United States. This position is not eligible for hire in California. Additionally, we are not able to sponsor visas.