Customer Delivery Manager (US*)

THE TEAM 

Our Customer Delivery Managers provide an exceptional delivery and onboarding experience to our large and complex customers. We help our customers transform their payments infrastructure, working on complex projects, leveraging Form3’s world class technology and expertise to support them on their journey. As Form3 grows, we will onboard more large enterprise customers. Our Customer Delivery Managers are key to enabling our continued growth and success.  

THE ROLE 

We’re looking for a talented Customer Delivery Manager to join the Operations team and help Form3 change the way that payment infrastructure is provided to Banks across the US. You will be the go-to person for important customer projects, managing external team communications and relationships, whilst also aligning teams internally.  

The role works very closely with our customers as well as all divisions across Form3 including: Engineering, Product and Customer Success. This is a varied position with a particular emphasis on project management, technical implementation and account management. Duties include:  

• Take ownership of a customer-centric project, working closely with the commercial arm of the business  
• Primary escalation point for subject matter experts and work stream leads to help maintain focus on the project delivery  
• Stakeholder management, both internally and externally working with different teams across Form3, as well as clients and partners  
• Working alongside the internal Implementation team, plan and manage the technical implementation process
• Focus on creating project reporting/MI, as well as reporting collateral for internal and external use
• Report on the overall project, delivery budget/forecast as well as tracking and escalating risks and issues  

WHAT WE'RE LOOKING FOR 

We are looking for a payments and banking specialist with experience in project management, product implementation and relationship management. The ideal candidate will be comfortable facing off to enterprise customers, as well as liaising internally, reporting to all levels within the business to front internal queries. We are looking for individuals who have:  

• Experience leading large scale (enterprise) projects within/into a Bank  
• A deep understanding of payments schemes (Fedwire, FedNow, TCH RTP, ACH)  
• Experience in customer facing roles, with a proven track record of building and developing relationships 
• Ability to effectively communicate with internal stakeholders and be the first point of contact for all customers 
• Experience working in a technical, software delivery and/or implementation role
• Excellent problem-solving skills with experience in tracking and escalating risks and issues
• Proven history planning, managing and reporting on enterprise projects in challenging/complex businesses
• Experience and knowledge of API technology and being able to talk comfortably at a high level about these  

BENEFITS  

• 25 PTO days plus public holidays   
• Remote friendly environment 
• Remote working equipment allowance 
• Health and wellness allowance 
• Flexible working arrangements
• 401 (K)
• Dental, Health, Vision and Life Insurance
• Short-Term Disability Insurance
• Primary caregiver leave
• Learning days, Udemy and educational reimbursement etc.
• Mental Health support via Spill
• Perlego  subscription
• Full details available on our careers page 

Form3 appreciates that we all lead different and often really busy lives. We work remotely 100% of the time and many of us work part time. If you’re interested in hearing what different flexible working arrangements may be available, we’d love to chat. 

HIRING LOCATIONS 
 
We are able to accept applications from the following states in the US; New York, New Jersey, Connecticut, Massachusetts, Florida, North Carolina

ABOUT US 

We are an award-winning cloud-native payment technology provider for financially regulated institutions. Launched in 2016, we've doubled in size year on year as we continue to redefine what a truly instant payment experience means. We celebrate diversity, promote entrepreneurialism and are committed to giving everyone a say in shaping our business. Here you will grow as a person and accomplish incredible things. A career at Form3 is empowering, inspiring and fun. Join us and help shape the future of payments.

 

OUR DEI&B COMMITMENT 

We hire talented people from a