Customer Service Manager - Pay

Summary

Join PairSoft as an Adoption Services CSM and guide customers through their software journey, ensuring effective system utilization and maximizing ROI. You will develop and execute adoption and continuous improvement initiatives, contributing to the refinement and promotion of PairSoft solutions. This role demands high autonomy and operational decision-making skills, along with a background in accounts payable and pay practices. You will create a positive client experience throughout the implementation process. The position is remote, with a base salary range of $100,000-$110,000/year plus bonus, and offers various benefits. The ideal candidate will possess strong technical and communication skills, along with extensive experience in SaaS solutions and accounts payable.

Requirements

• BA or BS degree in business, information management systems, or engineering from an accredited college or university
• 5 + years of experience developing, supporting, or designing SaaS solutions for any ERP/CRM system, ideally by Intacct, Blackbaud, Microsoft (Great Plains, SL, 365BC), Sage, or NetSuite
• Accounts Payable Invoice Automation and Invoice Payment Domain Knowledge is a must – in depth understanding of the procure-to-pay process flows in how a Finance department manages Purchase Orders, Purchase Requisitions, Receipts, Invoices, Payables, etc
• Excellent communication and presentation skills with 5+ years of experience in consulting with senior level, Client leadership and working closely with Sales Department
• Strong problem-solving and technical skills with the ability to explain complex technical and business concepts
• ERP Knowledge – Microsoft Dynamics, Blackbaud FENXT, or Sage Intacct
• Self-Starter - ability to work autonomously, exercise independent judgment, use discretion, and keep his/her manager relevantly informed
• Excellent English language communications skills – can evidence strong writing and documentation skills via past technical projects and best practices
• Proficient with Microsoft Office (Outlook, Excel, Word, PowerPoint) and Project Management tools
• Team Collaboration - ability to collaborate with team members across multiple functions, regions and to influence participation and work results
• Location – must be located in EST time zone
• Remote work experience – have worked remotely before and are familiar with virtual collaboration tools

Responsibilities

• Thoroughly understand the intersection of technology and AP / Procurement / Pay practices to guide customer adoption and utilize a strong, consultative approach
• Develop statements of work, tools & templates to improve PairSoft solution offerings and implementation methodologies
• Collaborate cross-functionally to shepherd customers through onboarding by providing training and enablement as well as offering clear guidance on next steps. Connect customers to the appropriate internal resources
• Develop enablement strategies and deliver training to improve adoption after customers use the solution(s) in production
• Execute Adoption Benchmarking assessments which evaluate customer outcomes in comparison to adoption best practices and identify key areas of risk in need of focus
• Assist with the development of effective governance models to measure and report on adoption and outcomes. Guide the development of continuous improvement strategies with customers to optimize return on investment
• Contributes to new and existing sales as a subject matter expert in procurement, invoice automation, and payment automation
• Coach and mentor team members in Services and Customer Success to facilitate scaling the organization in a specific domain knowledge
• Collaborate with PairSoft partners to support the onboarding and/or adoption process
• Performs other duties, as assigned

Benefits

• Medical/Dental/Vision and HRA with minimal employee contribution
• Group term life (up to $250,000 coverage)
• Short-term disability/Long-term disability - company paid
• 401(k) program with up to 3% employer match at each paycheck
• Up to 12 weeks paid with benefits of Family Medical Leave
• Flexible time off and paid holidays
• Employee Assistance Program
• Collaborative start-up culture
• Opportunity to grow your career with a rapidly growing organization
• People first organization culture