Implementations Lead

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