Remote Professional Services Manager

Summary

Join our team at InterPayments as a Customer Success Manager and make an impact by empowering merchants and software vendors to lower payment processing costs. As the glue between multiple parties, you'll coordinate implementations, provide technical expertise, and foster innovation while creating meaningful relationships.

Requirements

• 8+ years of SaaS technical project management, sales engineer, technical support, or implementation management work experience
• Fluent in understanding APIs and software applications
• Proven ability to work cross functionally with internal and external stakeholders and align technical and non-technical stakeholders
• Proven ability to break down tasks into easy-to-follow logical steps and deliverables
• Highly organized project management skills with an eye towards anticipating customer needs, such as gathering requirements, project management, dependencies, blockers, etc
• Polished and succinct verbal and written communication – you enjoy making complex concepts as easy as possible to understand
• Self-starter, work with minimal supervision, balance multiple activities simultaneously, and achieve deadlines
• Responsible & accountable. If you say you will do it, you do it
• Engaging personality and attention to detail
• Proven experience in project management and customer-facing roles
• Exceptional problem-solving abilities and a results-oriented mindset

Responsibilities

• Be the voice of the customer within InterPayments
• Tactfully drive their issue to resolution regardless of what party or department owns the issue
• Track all aspects of customer implementations, including key tasks, target dates, forecast dates, risk factors and customer interactions
• Support customers' implementation success by answering application questions, tracking issues, monitoring changes and resolving or escalating problems according to company guidelines
• Provide training and end-user support during onboarding
• Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records
• Update internal implementation tracking systems and prepare presentations to provide visibility into implementation progress and learnings
• Project manage all tasks of our portfolio of customers as they implement InterPayments’ solutions from kick-off to go-live. Continuously engage internal and external business partners as part of the project management process
• Answer technical questions regarding implementing our solutions. Follow and improve InterPayments’ established implementation standards and operating procedures
• Be a first line of response to triaging and diagnosing technical blockers. Perform Root cause Analysis and document issues and solutions for our knowledge base

Benefits

• Medical, Dental, Vision
• Retirement 401k match program
• Remote pay range