ePayPolicy offers easier payment tools, built for insurance. ePayPolicy's products bring insurance payments up to speed for agencies, carriers, MGAs, and PFCs, with secure online payment pages, automated check processing, and payables reconciliation. 6,500+ insurance companies trust ePayPolicy and our expert, live support team to handle their payments every day.

We’re based in Austin, TX, and have clients in all 50 US states and Canada. Founded in 2014, we have the support and backing of Serent Capital, one of the top private equity firms in the US that invests in high-growth software and services firms and manages over $2B in committed capital.

Job description

We are looking for a Manager, Implementation who is obsessed with delivering world-class service to join our fast-growing Customer Success organization! As the leader of our Implementations team, you will be responsible for leading our customers through an exciting and rigorous onboarding process that will ensure their immediate success using ePayPolicy’s payments platform and put them on a path to long-term growth.

Key areas of focus:

• Ensure seamless client transition to/from the Sales or Account Management Teams
• Establish project goals tied to customer value creation
• Manage overall implementation/project governance
• Create strategies around platform/product adoption for customers
• Help manage detailed projects plans across work streams, in collaboration with customers
• Manage task, time/budget, resources, issues, and escalations paths
• Manage both internal and external resources, including vendor relationships, removing roadblocks, anticipating dependencies and/or potential delays to identify paths to resolution
• Accurately report on projects launched with a continuous improvement mindset to update methodologies with best practices and process improvements
• Responsible for overall customer success and satisfaction through the implementation process for new SMB/Enterprise accounts as well as new products

Project Delivery:

• Challenge the functional and technical teams to provide the best solution, not the easiest solution.
• Ensure high-quality deliverables and adherence to ePayPolicy methodologies
• Support the team to prevent and manage project escalations
• Drive collaboration across cross-functional teams (Sales, Account Management, Support & Product) that results in smooth transitions and strong adoption of ePayPolicy’s platform
• Provide accurate and user-friendly documentation of all product implementation processes for both internal and external customers

Success Matrix:

• High customer satisfaction, typically measured through NPS
• Project milestones consistently delivered on time
• Increased throughput as a result of improved efficiencies

You may be a good fit if:

• 5 + years of experience in a leadership role; payments environment (preferred)
• 5 years of experience in implementation or technical project management in an Agile SaaS environment
• You enjoy building a high-functioning, self-reliant team
• You love creating an amazing user experience for both the internal and external client
• You're able to think on your feet, solve problems, and articulate clear expectations
• You have a strong desire to improve the efficiency of our clients’ operations through the implementation of new products on the roadmap, including integrations of their management systems
• Highly ethical individual with a strong desire to succeed both professionally and personally
• Calm approach to high-pressure situations, and the ability to multi-task competing priorities
   

Why ePayPolicy

• Competitive salary
• Comprehensive benefits package with employer basic life and disability premiums
• 401K
• Unlimited PTO
• Hybrid in-office/remote schedule
• Company-sponsored quarterly “ePayItForward” initiatives
• Supportive and inclusive company culture with a focus on work/life balance
• Fully-stocked kitchen and lunch delivery stipend
• Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it! We value everyone’s ideas and opinions.)
• Huge opportunity for growth

We will only consider a local Austin-area candidate to fill this position. This person is expected to be in-person during training and expect some level of ongoing in-person collaboration.

ePayPolicy Hiring Practice

We value diversity at ePayPolicy. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.