Professional Services Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Customer Advocate - Act as the representative of the customer at InterPayments, effectively driving issue resolution regardless of the department or party involved.

• Customer Onboarding - Oversee all facets of customer implementations, including key tasks, target dates, forecast dates, risk factors, and interactions with customers.

• Customer Support - Assist in the successful implementation for customers by addressing application inquiries, monitoring issues, observing changes, and resolving or escalating problems in accordance with company protocols.

• Customer Training - Deliver training and provide end-user support throughout the onboarding process.

• Customer Communication - Convey information clearly and accurately to customers in both written and spoken formats, while maintaining precise and timely records.

• Internal Communication - Regularly update internal implementation tracking systems and create presentations to highlight implementation progress and insights.

• Project Management - Oversee all tasks for our customer portfolio as they adopt InterPayments' solutions from initiation to launch. Engage continuously with both internal and external business partners throughout the project management lifecycle.

• Technical Expertise - Act as a hands-on technical resource: respond to integration inquiries, diagnose transaction and API-level issues, and facilitate communication between merchant, partner, and processor technical teams. Adhere to and enhance InterPayments' implementation standards and operating practices.

• Issue Resolution - Serve as the initial point of contact for identifying and diagnosing technical obstacles. Conduct root cause analyses and document issues and solutions for our knowledge base.

⛳️ Requirements

• Over 8 years of experience in SaaS technical project management, sales engineering, technical support, or implementation management.

• Proficient technical skills – capable of independently diagnosing integration and transaction-level issues by examining API request/response payloads, analyzing transaction logs, and reviewing data in Excel (knowledge of SQL/Python is a plus).

• Comfortable managing a complex, rules-intensive domain – such as payment processing, surcharging, and card brand/compliance regulations – and quickly acclimating to regulatory specifics (prior experience in payments is advantageous, but not mandatory).

• Demonstrated ability to collaborate across functions with both internal and external stakeholders, aligning technical and non-technical parties.

• Proven track record of breaking down tasks into manageable steps and deliverables.

• Excellent organizational skills in project management, with a focus on anticipating customer needs, such as gathering requirements, managing projects, dependencies, and obstacles.

• Highly adaptable to changing priorities and comfortable seeking assistance when needed.

• Strong verbal and written communication skills – adept at simplifying complex concepts for better understanding.

• Self-motivated with the ability to work independently, juggle multiple tasks simultaneously, and meet deadlines.

• Responsible and accountable; if you commit to a task, you follow through.

• Engaging personality with a keen attention to detail.

• Proven experience in project management and customer-facing roles.

• Outstanding problem-solving skills and a results-driven attitude.

🏝️ Benefits

• Opportunities for professional development.

• Options for remote work.

• A team-oriented work environment.