Transition Success Manager
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.
Job Overview:
We are seeking a Transition Success Manager to join InvoiceCloud’s passionate and dedicated Customer Support team. As a TSM, you will provide post-production support and enhancement services to large, VIP government, utility, insurance, and enterprise customers. Sometimes unforeseen issues can surface after a customer go-live. As such, we are looking for an experienced person to handle technical and functional support issues.
Transition Success Managers work cross-functionally with our Implementation and Onboarding teams and with our Engineering teams to help troubleshoot and solve post go-live issues.
What You’ll Do:
- Manage customer relationships and resolve customer support requests which can vary from operational support issue resolution, implementations, and enhancement projects.
- Triage, troubleshoot, and correctly route issues; create change requests as necessary for interim and/or permanent solutions.
- Prioritize and delegate requests and tasks by level of urgency, scope, complexity, and team availability
- Troubleshoot technical and functional issues and provide solutions through configurations and setup changes.
- Help customers understand how our product/services work by conducting training on products and features
- Conduct weekly meetings with customers and provide status updates on open issues and requests
- Collaborate with other departments to research and resolve complex customer requests.
What We Seek:
- Associate or bachelor’s degree preferred, or equivalent work experience
- 2+ years of customer support experience in SaaS industry
- Ability to work on call on weekends and some holidays as needed.
- Experience with Salesforce is a plus
- Experience investigating, researching, and resolving production issues and performing root cause analysis
- Excellent written and oral communication skills
- Ability to adapt to changing business processes, technologies, and environments
- Ability to detect and address issues proactively
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Who You Are:
- Self-starter with a demonstrated ability to achieve results collaboratively; ability to effectively prioritize and multi-task under deadlines.
- Ability to learn technology quickly through instruction and self-training to become well-versed on IC’s products and services
- Customer-oriented; attention to detail
- Ability to analyze and resolve moderately complex customer issues.
- Ability to effectively communicate technical guidance and instruction to customers
Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.
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 jobs@invoicecloud.com.
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To all recruitment agencies: InvoiceCloud does not accept agency resumes. Please do not forward resumes to our job’s alias, employees, or any other organization location. Invoice Cloud is not responsible for any fees related to unsolicited resumes.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion