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Account Operations Manager

2 weeks ago

Richmond Hill, Canada Paymentus (Canada) Corporation Full time

**Summary/Objective**:
This position will report within the Account Management Team and will be the liaison between Paymentus customers and internal teams at Paymentus. The Account Operations Manager will partner with the Account Directors to support an assigned portfolio of National Accounts. The Account Operations Manager will manage the client relationship from an operational perspective, conduct weekly/monthly operations reviews, follow up on customer impacting issues, and help ensure a positive customer experience.

**Essential Functions/ Responsibilities**:

- Account Operations Manager will serve as the primary contact for day-to-day operational inquiries
- 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
- Understand impact of operational cases to biller SLA/KPI and work so reduce impact where appropriate.
- Help understand client custom reporting requirements and assist with delivery
- Responsible for reviewing RCA with client stakeholders over the phone as needed, in partnership with the Account Director.
- Work with the client, Paymentus project teams, Account Director and Technical Account Manager to help create requirements, share recommended approaches and help identify any risks with client’s request
- 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
- Will assist client with any non-project related testing assistance
- Partners with client and Paymentus Project Management Organization through project duration to ensure successful execution and communication back to client
- Reinforce training of customer teams as needed on product features to help them solve their own problems and answer questions on customer trends
- Partner with Development, Account Management and Implementations on prioritizing projects

**Supervisory Responsibility**:
This position has no direct supervisory responsibilities but may serve as a coach for support team interactions with billers.

**Education and Experience**:

- 3-5 years in the electronic billing and payment industry
- Polished communication skills (speaking and writing)
- Ability to understand operational and technical terms and translate back effectively to the client and Paymentus business team to help outline situation and recommendations
- Experience in analyzing data, problem-solving and making recommendations
- Excels in a fast paced environment with lots of change and growth

**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**:
**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