Manager of Implementations

Summary/Objective

The Manager, Implementations will manage and lead a team(s) of Implementation PMs and Client Implementations Specialists implementing a portfolio of software projects. The Manager, Implementations is responsible for ensuring timely and high-quality project delivery. The Manager, Implementations is experienced with building strong relationships with clients, partners, and other stakeholders to ensure client satisfaction.

Essential Functions/ Responsibilities

• Accountable for ensuring timely and high-quality project delivery of a portfolio of software implementation projects being implemented by your team(s) of Implementation PMs and Client Implementation Specialists
• Hire, mentor and develop team members Partner with Product Support, Customer Care and other Paymentus teams as needed to troubleshoot incidents and provide regular updates to client until an issue is resolved
• Manage client and team escalations
• Build strong relationships with clients, partners, and other stakeholders to ensure client satisfaction.
• Recommend and lead the implementation of changes to departmental policies and processes to enhance quality, efficiencies, cost benefits, and client satisfaction Will be the client’s advocate during monthly release testing, upgrades and implementations to ensure any custom design has been reviewed and tested as appropriate
• Work collaboratively with other departments as liaison for implementations
• Keep team aligned on goals and values of Paymentus and the implementation team Partner with Development, Account Management and Implementations on prioritizing projects
• Foster a positive work environment
• Keep up to date on product changes

Supervisory Responsibility

This position will have direct reports

Education and Experience

• 2 years of demonstrated success in leading and mentoring a team of professional services consultants.
• Client-focused and strong attention to detail.
• Strong written and verbal communication skills; capable of interfacing effectively with management, staff, and clients.
• Experience negotiating resources and deliverables within an organization and with billers and third- party vendors.
• Strong problem solving skills. Must be able to analyze information to make independent decisions quickly and effectively.
• Quick thinking, adaptable to an ever changing environment
• Knowledge of Saas Implementations

Work Environment

This job operates in a professional office environment or remote home office. This role routinely uses standard office equipment such as laptop computers and smartphones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear and may spend extended periods on a computer or phone.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. and may vary based on the time zone of the clients supported. Occasional evening and weekend work may be required as job duties demand.

Travel

Travel is generally not required for this position; however, it may be requested on a limited basis of approximately 5-10%.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to actual or perceived race,creed, color, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, national origin, ancestry, citizenship status, religion, marital status, physical or mental disability, military service or veteran status, genetic information, protected medical condition as defined by applicable state or local law, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, access to facilities and programs and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.