Implementation Manager

The role

As a key member of the Operations function the Implementation Manager is responsible for coordinating cross-functional teams to guide embedded clients (NeoBanks, Marketplaces, Payroll companies) through implementations. This role combines project management excellence, API implementation coordination, and relationship management to ensure our most complex partnerships achieve exceptional outcomes while building repeatable processes for future growth.

In this role, you'll work alongside Product Managers, Partnership Managers, and dedicated specialists from Operations and Compliance to deliver world-class implementation experiences.

About us

Sokin is a next-generation B2B financial services provider, enabling businesses to make and receive global payments with greater speed, lower cost, and total transparency.

Our mission is simple: we’re simplifying global business - so businesses thrive wherever they choose to grow. We deliver services across:

• Global payments and receivables

• Foreign Exchange (FX)

• Treasury management

• Finance reconciliations

We are rapidly expanding, with established presence in EMEA, APAC, and North America, backed by a strong global infrastructure and industry-leading partners, we are redefining how businesses move money worldwide.

Our clients span industries from sports and entertainment to logistics and travel, and our community is growing rapidly. As we continue to expand, we’re building a team of exceptional people who share our ambition to transform the future of global payments.

Key Responsibilities

Project Orchestration

Cross-functional Team Coordination: Coordinate a bespoke Implementation team made of individuals from Sokin Sales, Product, Engineering, Compliance, and Operations teams, based globally, throughout the implementation lifecycle, ensuring clients’ onboarding and operating experience is fast and easy

Implementation Planning: Create and maintain implementation plans with clear deliverables, timelines, owners, and dependencies for both Sokin and client teams, driving accountability and momentum

Stakeholder Alignment: Facilitate appropriate meetings and communication channels to ensure all teams remain aligned on priorities, timelines, and evolving client expectations

Resource Coordination: Work with department leads to align cross-team resources across multiple concurrent implementations, managing competing priorities and ensuring optimal team usage and efficient implementation pipelines.

Client impact analysis: Gather data around expected client impact (volume projections, expected response times etc) and share with product and engineering as contributions to the product prioritisation and planning process

Risk Management

Proactive Risk Identification: Continuously assess and document implementation risks including technical, commercial, regulatory, and operational threats to successful delivery

Escalation Management: Establish clear escalation paths and proactively escalate blockers to appropriate stakeholders before they impact timelines, ensuring rapid resolution and maintaining implementation momentum

Issue Resolution Leadership: Lead cross-functional issue resolution efforts, bringing together the right expertise and decision-makers to unblock progress and prevent recurring problems

Implementation Reviews & Handoff

Success Criteria Validation: Collaborate with client teams to define clear, measurable acceptance criteria for the implementation and ensure all requirements are met before go-live

Go-Live Coordination: Orchestrate go-live activities across all teams, providing immediate post-launch support and monitoring to ensure smooth transition to production for the client

Handoff Execution: Execute structured handoffs to ongoing support teams with documentation, knowledge transfer sessions, and transition planning

Post-Implementation Review: Conduct thorough lessons learned sessions with internal teams to capture improvement opportunities and celebrate successes

Process Improvement

Journey Process Documentation: Create, maintain, and continuously improve detailed process documentation for embedded client implementation journeys

Process Optimization: Analyze implementation data, client feedback, and team insights to identify bottlenecks, inefficiencies, and opportunities for process enhancement

Cross-team Feedback Integration: Collect, synthesize, and act upon feedback from all internal teams based on implementation experiences and client interactions

Required Qualifications

Experience & Background

· 5+ years of implementation or project management experience in B2B SaaS, enterprise software, or fintech environments

· Proven track record managing complex enterprise implementations involving APIs, integrations, or embedded solutions from initiation through completion

· Experience coordinating cross-functional teams and managing stakeholder relationships in matrix organizations with competing priorities

· Stakeholder management experience managing relationships with technical stakeholders, and C-level executives

· Background in payments, financial services, embedded finance, marketplace technologies, or API-driven products preferred