Customer Service Manager - Pay (Software Implementation)
Job Summary
This Adoption Services CSM role will guide our customers through PairSoft’s software journey with best practices to enable effective system utilization, optimize time to value and maximize return on investment. They will own the development and execution of adoption and continuous improvement initiatives with customers and be capable of contributing to the ongoing refinement and promotion of our Pairsoft solution(s). This position will have a high-degree of autonomy, and requires someone capable of making operational decisions on the fly, with background in accounts payable and pay practices.
The role is responsible for creating a positive client experience during and after the implementation of solutions.
Location
Remote/work from home from the following US States:
CA, CO, FL, IL, IN, KY, MI, MO, NC, NE, NV, OH, PA, SC, TN, TX, UT
Expected base salary range
Depending on location and experience of candidate: $100,000-110,000/year plus bonus
Responsibilities
- Thoroughly understand the intersection of technology and AP / Procurement / Pay practices to guide customer adoption and utilize a strong, consultative approach.
- Develop statements of work, tools & templates to improve PairSoft solution offerings and implementation methodologies.
- Collaborate cross-functionally to shepherd customers through onboarding by providing training and enablement as well as offering clear guidance on next steps. Connect customers to the appropriate internal resources.
- Develop enablement strategies and deliver training to improve adoption after customers use the solution(s) in production.
- Execute Adoption Benchmarking assessments which evaluate customer outcomes in comparison to adoption best practices and identify key areas of risk in need of focus.
- Assist with the development of effective governance models to measure and report on adoption and outcomes. Guide the development of continuous improvement strategies with customers to optimize return on investment.
- Contributes to new and existing sales as a subject matter expert in procurement, invoice automation, and payment automation.
- Coach and mentor team members in Services and Customer Success to facilitate scaling the organization in a specific domain knowledge.
- Collaborate with PairSoft partners to support the onboarding and/or adoption process.
- Performs other duties, as assigned
Requirements
- BA or BS degree in business, information management systems, or engineering from an accredited college or university
- 5 + years of experience developing, supporting, or designing SaaS solutions for any ERP/CRM system, ideally by Intacct, Blackbaud, Microsoft (Great Plains, SL, 365BC), Sage, or NetSuite
- Accounts Payable Invoice Automation and Invoice Payment Domain Knowledge is a must – in depth understanding of the procure-to-pay process flows in how a Finance department manages Purchase Orders, Purchase Requisitions, Receipts, Invoices, Payables, etc.
- Excellent communication and presentation skills with 5+ years of experience in consulting with senior level, Client leadership and working closely with Sales Department
- Strong problem-solving and technical skills with the ability to explain complex technical and business concepts
- ERP Knowledge – Microsoft Dynamics, Blackbaud FENXT, or Sage Intacct
- Self-Starter - ability to work autonomously, exercise independent judgment, use discretion, and keep his/her manager relevantly informed
- Excellent English language communications skills – can evidence strong writing and documentation skills via past technical projects and best practices
- Proficient with Microsoft Office (Outlook, Excel, Word, PowerPoint) and Project Management tools
- Team Collaboration - ability to collaborate with team members across multiple functions, regions and to influence participation and work results
- Location – must be located in EST time zone
- Remote work experience – have worked remotely before and are familiar with virtual collaboration tools
- Medical/Dental/Vision and HRA with minimal employee contribution
- Group term life (up to $250,000 coverage)
- Short-term disability/Long-term disability - company paid
- 401(k) program with up to 3% employer match at each paycheck
- Up to 12 weeks paid with benefits of Family Medical Leave
- Flexible time off and paid holidays
- Employee Assistance Program
- Collaborative start-up culture
- Opportunity to grow your career with a rapidly growing organization
- People first organization culture
About the Company
We are a global team of innovators and advocates transforming how financial data is captured, stored, and manipulated with our comprehensive suite of automation technology. Our platform seamlessly integrates with your existing ERP for an unrivaled end-user experience. We do the heavy lifting so accounting, procurement, and fundraising teams can do their best work.
PairSoft’s aspires to be the strongest procure-to-pay platform for the mid-market and enterprise, with close integration to Microsoft Dynamics, Blackbaud, Oracle, SAP, Acumatica and Sage ERPs.
At PairSoft, we are passionate about innovation, transparency, diversity, and advocating on behalf of our customers and communities we support. We offer exciting career opportunities and a collaborative culture that allows individuals to learn, grow, and create meaningful impact. We are expanding and seeking team players who are eager to jump in and contribute to our rapid growth!
PairSoft is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status or any other protected status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please email us at: careers@pairsoft.com.
To read our Candidate Data Privacy Notice - including GDPR - click here.