Account Operations Manager

3 days ago


Charlotte, North Carolina, United States Paymentus Full time
Job Summary

This role is part of the Account Management Team at Paymentus and serves as the primary point of contact for day-to-day operational inquiries from clients. The Account Operations Manager will partner with Account Directors to support a portfolio of National Accounts, ensuring a positive customer experience through effective communication and issue resolution.

Key Responsibilities
  • Manage client relationships from an operational perspective, conducting regular reviews and follow-ups on customer-impacting issues.
  • Partner with Product Support, Customer Care, and other Paymentus teams to troubleshoot incidents and provide updates to clients until issues are resolved.
  • Understand the impact of operational cases on biller SLA/KPI and work to reduce the impact where possible.
  • Assist clients with custom reporting requirements and deliver results.
  • Review Root Cause Analysis (RCA) with client stakeholders over the phone, in partnership with the Account Director.
  • Work with clients, Paymentus project teams, Account Directors, and Technical Account Managers to create requirements, share recommended approaches, and identify risks with client requests.
  • Advocate for clients during monthly release testing, upgrades, and implementations to ensure custom designs are reviewed and tested as needed.
  • Provide non-project-related testing assistance to clients.
  • Partner with clients and Paymentus Project Management Organization throughout project duration to ensure successful execution and communication.
  • Reinforce training of customer teams 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.
Requirements
  • 3-5 years of experience in the electronic billing and payment industry.
  • Polished communication skills (speaking and writing).
  • Ability to understand operational and technical terms and translate them effectively to clients and Paymentus business teams.
  • Experience in analyzing data, problem-solving, and making recommendations.
  • Ability to excel in a fast-paced environment with lots of change and growth.
Work Environment

This role operates in a professional office environment or remote home office, using standard office equipment such as laptop computers and smartphones.

Physical Demands

The physical demands of this role include regular talking and hearing, with occasional extended periods on a computer or phone.

Travel

Travel is generally not required for this position, but may be requested on a limited basis of approximately 5-10%.



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