Professional Services Manager

Role and Purpose

This position will report to the Director of Professional Services. 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 of 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 for 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 Onboarding - 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 manages 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. Coordinate partner, ISV, and systems-integrator for technical teams (e.g., ERP and gateway integrations) to a committed go-live date as part of the project management process.
• Technical Expertise - Serve as a hands-on technical resource: answer integration questions, diagnose transaction- and API-level issues, and translate between merchant, partner, and processor technical teams. Follow and improve InterPayments’ 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
• Hands-on technical fluency – able to independently diagnose integration and transaction-level issues by inspecting API request/response payloads, reading transaction logs, and analyzing data in Excel (SQL/Python a plus).
• Comfortable owning a complex, rules-heavy domain – payments processing, surcharging, and card-brand/compliance requirements – and ramping quickly on regulatory detail (prior payments experience a strong plus, not required).
• 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 and 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.

Who you are

You strive to uncover complex problems and find great personal and professional fulfillment in solving them. You can put yourself into the mindset of a customer to uncover problems before an actual customer does. In addition, you are:

• Team-oriented: You believe shared success and individual advancement go hand-in-hand. We share your values. You thrive in an inclusive, collaborative environment and hold yourself and your teammates accountable You step up and step in when your team needs you.

• Impact-driven: You find deep meaning and satisfaction in making an impact. You are self-aware about what motivates you and what instills passion. You take pride in being trusted to deliver results for your team. You embrace a growth mindset. You reframe setbacks as gifted opportunities to improve. In short, you’re a polite, ethical hustler.

• Structured decision maker: you believe progress is rooted in a focused effort. To know how to focus, you work hard to understand the root cause and listen to different points of view. You prefer investigating to being right. You first identify the core drivers of a problem and work backwards to simplify the solution. You constantly think about the 2nd and 3rd order effects of decisions. In general, you are optimistically paranoid about what you don’t know.

InterPayments’ Values:

• Customers and mission first. The customer is at the heart of everything we do, and we have an enormous obligation to help them. We align our company, team, and individual goals with customer outcomes and our mission. When making decisions and setting priorities, we always keep our customer’s perspective and our mission in mind.

• Always build trust. We focus on the long term. We treat everyone - existing and prospective teammates, customers, partners, vendors, investors - as if we’ll know and work with them forever. We assume good intent and empathize. We’re always ethical, respectful, and honest. We are responsive, reliable, and trustworthy. We are loyal and committed to one another, our customers, and our mission. Nothing is transactional.

• Do the hard(er) thing. We reject complacency and embody a growth mindset because it’s more fulfilling. Being resilient, flexible, and adaptable is challenging. Seeking and delivering honest feedback is hard. Embracing open-mindedness, intellectual honesty, and respectful disagreement is tough. Being relentlessly curious, simplifying complexity, and thinking through 2nd/3rd order effects of decisions takes more work. Being highly responsive and making data-driven decisions requires more effort. We choose to do them anyway. We find rewards in pushing ourselves and others beyond our comfort zones.