Professional Services Manager
InterPayments
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $125,000 - $150,000 per year
About the role
- 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.
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.
Benefits
- Medical, Dental, Vision
- Retirement 401k match program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaSproject managementAPIstechnical supportimplementation managementroot cause analysiscustomer implementationsissue trackingend-user supportpresentation preparation
Soft skills
communicationorganizational skillsproblem-solvingself-starterattention to detailcustomer engagementcross-functional collaborationaccountabilityadaptabilitylogical thinking