Professional Services Manager

InterPayments is a San Francisco, CA-based, FinTech SaaS company sitting at the exciting intersection of payments and data intelligence. Our Mission is to empower merchants and the software vendors they use to lower payment processing costs. We create innovative data services that Fortune 1000 companies rely upon to lower fees by putting payments in competition on every swipe. We empower dedicated team-first individuals who are driven to solve problems to foster innovation, perform at their highest potential, and make a meaningful impact - while creating meaningful relationships along the way. 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 a n 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.…