Enterprise Solutions Engineer

Relaypayments; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Relay Payments in Atlanta, a fintech transforming trucking payments, seeks an Enterprise Solutions Engineer to own enterprise customer success across a multi-million dollar portfolio. You will drive strategic relationships, oversee technical integrations, and manage end-to-end implementations to ensure adoption and retention.

You will collaborate with Sales to align integration plans, deliver API and flat-file integrations, and advocate for customers in roadmap discussions, while maintaining a

Qualifications

• 7+ years building customer relationships with enterprise clients.
• Proven track record of meeting KPIs in CS/AM.
• Experience with financial money movement, payables and receivables.
• Excellent communication and collaboration with C-level executives.
• Experience partnering with product managers on product development.

Responsibilities

• Lead enterprise customer success initiatives across a multi-million dollar portfolio.
• Partner with Sales for integration discovery, planning, and rollout.
• Project manage end-to-end implementations for enterprise clients.
• Deliver technical presentations and explain products to customers.
• Manage integrations from initial request through testing and post-implementation follow-up.
• Provide regular status updates and quarterly business reviews with customers.
• Develop and document product requirements and acceptance criteria.
• Maintain strong relationships with key internal stakeholders to support partnerships.

Skills

Account management

Customer success

Stakeholder management

Communication

Product collaboration

Job description

About Relay Payments

Relay Payments is a modern, digital payment network for the trucking and logistics industries. Trusted by more than 500,000 drivers, 100,000 carriers, and 3,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot, Love's, Maverik, Schneider, Old Dominion, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture.

About The Role

Relay Payments is seeking an Enterprise Solutions Engineer to take primary ownership and accountability for meeting and exceeding customer retention, satisfaction, and adoption targets within a multi-million dollar portfolio of Relay's largest strategic customers. The Enterprise Solutions Engineer will drive enterprise customer success through strategic relationship management, technical integrations, and end-to-end implementation. You'll have a proven ability to partner with Sales to manage complex implementation projects, deliver seamless API and flat file integrations, and accelerate customer adoption from discovery through post-go-live support. A customer advocate with a strong product mindset, you'll own and prioritize product roadmap enhancements and champion customer feedback to influence product development.

Responsibilities

• Lead technical presentations, conduct implementation planning, manage project timelines, mitigate risks, and deliver quarterly business reviews that align customer goals with business outcomes.
• Work alongside Sales to conduct integration discovery, follow up meetings, implementation and rollout plans, and more.
• Project manage the end-to-end implementation process for Enterprise clients requiring excellent stakeholder management, proactive communication, organized project plans, weekly reporting updates, and more.
• Prepare and deliver technical presentations explaining products or services to existing and prospective customers.
• Implement and project manage integration implementations for customers from initial customer request through testing and post-implementation follow-up.
• Attend weekly internal pipeline review meetings to provide integration case status updates.
• Exceed quality and service standards, including customer contractual deliverables related to the implementation process; define metrics for measuring customer satisfaction.
• Detect potential roadblocks and implement solutions when issues threaten to delay the timeline or impact budget or business operations.
• Establish regular customer calls throughout adoption phase to transition customers into full utilization of the solution.
• Provide support and serve as the main point of contact to customers post go-live.
• Conduct quarterly business reviews and formal presentations with your customers.
• Drive customer discovery and execution of the product roadmap and set feature priorities through data-driven and customer-centric considerations that support our strategic business goals.
• Consistently develop and document detailed product requirements, user stories, acceptance criteria, and success measures.
• Develop trusted strategic relationships with key internal stakeholders to provide appropriate levels of support to these key partnerships to maintain existing revenue and unlock new opportunities for the business.
• Execute a win-win strategy for your portfolio that drives value to all parties and positions Relay as a top strategic partner.

Qualifications

• 7+ years of experience building customer relationships and books of business in a complex environment with enterprise level customers.
• Customer Success or Account Management experience with a strong track record of meeting KPIs.
• Experience with financial money movement, high level understanding of account payables and receivables functions.
• Passion for delivering value-realization outcomes to customers.
• Excellent communication, presentation, and collaboration skills; ability to work with a variety of stakeholders including C level executives.
• Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues.
• High ability to multi-task and think quickly to help solve issues.
• Enjoys being challenged and is focused on continuous professional development and career progression.
• Experience working with product managers helping drive product development.
• You have owned the implementation process from problem discovery to rollout.
• You are the champion of the customer, while remaining laser focused on delivering business impact.
• You have an end-to-end mindset: you use structured, diligent thinking to understand all key components necessary to drive a product's ongoing success.