Professional Services Manager

Role and Purpose 

This position will report to the Head of Customer Success.  It will be home office based and may require up to 10% travel (primarily for InterPayments events).  

You want to make an impact. You convert our customers’ goals into reality by getting them activated to use our service.  This is a cross-functional role that requires a unique mix of technical knowledge and project management.  You’ll work directly with merchants and partners.  Once the sales contract is signed, you are the glue – the point person – that coordinates multiple parties to complete implementations according to deadline.  You are a consultant for both internal and external business and technical sales teams.  You answer detailed technical questions to move a technical team forward.  You act as a member of the customer’s business team to ensure their business needs are met.  You help hold their technical group accountable to a go-live timeline.  You train them on going live with our services.  You uncover issues and escalate them to improve our product. 

You value building trust and long-lasting relationships.  You love helping people achieve their goals.  This role requires superb customer communication skills and an extreme dedication to customer responsiveness (for example, all customer inquiries acknowledged – not necessarily resolved - within 2 hours during business hours).  

You’ll make our company better.  You view work as an opportunity, not simply a job.  We have an obligation to our customers to continually improve.  You love helping build upon and improve our processes to ensure high customer and internal employee satisfaction.   

How you’ll make an impact 

• Customer Advocate - Be the voice of the customer within InterPayments.  Tactfully drive their issue to resolution regardless of what party or department owns the issue. 

• Customer Onboardings - Track all aspects of customer implementations, including key tasks, target dates, forecast dates, risk factors and customer interactions 

• Customer Support - Support customers' implementation success by answering application questions, tracking issues, monitoring changes and resolving or escalating problems according to company guidelines 

• Customer Training - Provide training and end-user support during onboarding 

• Customer Communication - Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records 

• Internal Communication - Update internal implementation tracking systems and prepare presentations to provide visibility into implementation progress and learnings 

• Project Management - 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. 

• Technical Expertise - Answer technical questions regarding implementing our solutions.  Follow and improve InterPayments’ established implementation standards and operating procedures 

• Issue Resolution - 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 

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. 

• Highly comfortable with re-prioritizing and asking for assistance 

• 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. 

Nice to Have’s 

• Bachelor’s Degree in relevant field (e.g. Computer Science, Business, Information Technology) 

• Project management certification (e.g. PMP) 

• Familiarity with ERP integrations and knowledge of systems integrator processes 

• Previous experience in start-ups 

• Technical payments industry experience:  payment gateway, payment ISVs, etc. 

Benefits:

Medical, Dental, Vision

Retirement 401k match program