Manager, Services

About InvoiceCloud

InvoiceCloud is a fast-growing fintech company with an award-winning culture and a leading disruptor in the electronic bill presentment and payment (EBPP) space. Serving more than 3,200 customers across the utility, government, and insurance industries, InvoiceCloud’s secure and innovative SaaS platform enhances the customer experience, driving higher digital payment, AutoPay, and paperless adoption rates. By switching to InvoiceCloud, clients can improve customer engagement and satisfaction while lowering costs, accelerating payments, and reducing staff workloads. To learn more, visit InvoiceCloud.com.

Services Manager

Job Summary: We are seeking a highly skilled and experienced Services Manager to manage a team of Implementation, Conversion and Delivery Specialists. This role involves managing daily operations, addressing customer (biller) implementation needs, technical integrations, and ensuring high-quality and timely SaaS implementation. The manager will also be responsible for training new team members, ensuring timeliness of customer “Go-Lives”, and improving processes. The working hours for this role may vary depending on the team’s needs but will be between the hours of 8AM EST – 6PM EST.

Supervisory Responsibilities/Duties

• Team Management: Supervise, coach, train, and support a team of Implementation, Conversion and Delivery Specialists; manage performance, and handle escalations
• Implementation Management: Assess and manage project backlogs, develop and execute delivery plans, and ensure timely completion of all assigned tasks
• Oversee configuration within the CRM
• Work with billers (customer) to demo and review configurations
• Ensure accuracy of items impacting payment transactions (invoice types, system settings, terminal activation)
• When required, develop and complete delivery / project plans
• Ensure successful completion of project plan and all assigned tasks on time
• Support customer QA and UAT
• Client Interaction: Maintain ongoing communication with stakeholders, support customer QA and UAT, and ensure accuracy of items impacting payment transactions
• Configuration and Integration: Analyze integration types, perform system configurations, and submit integration coding forms within Jira
• Process Improvement: Develop and implement streamlined work processes to enhance efficiency and productivity
• Documentation and Reporting: Create and maintain high-quality documentation, manage project reports, and provide forecasting
  

Education And Experience

• A bachelor's degree in Computer Science, Information Systems, or an equivalent degree
• A minimum of 12 years of relevant work experience
• 7+ years of experience in Implementations in the software/technology industry
• Proven experience in project management and technical analysis.
• Strong written and verbal communication skills.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office Applications (Outlook, Word, Excel, etc.).
• Ability to work independently and as part of a team.
  
  

InvoiceCloud is an Equal Opportunity Employer. 

InvoiceCloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

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