Sharon L. Hayes
Customer Implementation Manager @Relay Payments
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WORK HISTORY
Customer Implementation Manager @Relay Payments
Atlanta, GA, US
Manage the end-to-end implementation lifecycle for 50–60 concurrent SMB customer accounts across the FinTech and payments space, ensuring successful customer onboarding, go-live readiness, and long-term product adoption- Lead SaaS implementation projects for carriers ranging from 11–60 trucks, partnering with Sales, Customer Success, Product, and Support to deliver a seamless customer experience- Achieved an 85% book-to-build rate by improving implementation workflows, proactively identifying risk, and maintaining strong project accountability- Increased average revenue per user by driving stronger product adoption, upsell opportunities, and customer engagement during onboarding- Review live account data, usage trends, and implementation KPIs in real time to identify adoption barriers, reduce implementation delays, and improve customer outcomes- Conduct train-the-trainer sessions, customer onboarding calls, and bilingual product training for technical and non-technical users, improving go-live readiness and long-term adoption- Partner cross-functionally with Sales and Account Management to improve handoff processes, align customer expectations, and reduce friction between signed contract and go-live- Create and refine scalable implementation processes, playbooks, and customer-facing documentation to support growth and improve operational efficiency- Manage implementation timelines, stakeholder communication, and escalation resolution across multiple high-priority projects simultaneously
EDUCATION
DePauw University
Bachelor of Arts (BA), Sociology, Education
SKILLS
ABOUT SHARON L. HAYES
Hi, I’m Sharon! I am a Customer Implementation Manager with 6+ years of experience leading customer onboarding, SaaS implementation, and customer success initiatives across FinTech, payments, and operations-driven environments.At Relay Payments, I manage the full implementation lifecycle for 50–60 concurrent customer accounts, partnering with Sales, Product, Customer Success, and Support to deliver successful go-lives, increase product adoption, and drive revenue growth. I specialize in simplifying complex processes, creating scalable onboarding programs, and helping customers move from signed contract to confident product adoption.My experience includes:Leading end-to-end customer onboarding and implementation projectsManaging cross-functional stakeholders across Sales, Product, Customer Success, and OperationsDelivering train-the-trainer sessions and customer education programsDriving go-live readiness, adoption, and account growthReviewing live account data and KPIs to identify risk, improve implementation outcomes, and increase customer engagementStreamlining workflows and improving operational efficiency
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