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 our 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 * Responsible for all operational and technical communication whether via phone or email * Partner with Account Directors to create operational slides for weekly/monthly/quarterly meetings looking at trends and how they affect both the customer and Paymentus business model * Partner with Product Support/Customer Care as needed to troubleshoot incidents and provide regular updates to client until an issue is resolved * Learn and understand client's setup and infrastructure and how it connects between their environment and Paymentus. (API setup, SFTP, file format, features, custom design, etc…) * Create, disburse and review SLA, KPIs reporting to clients. Ensure Paymentus support teams understand these agreements * Responsible for reviewing RCA with client stake holders over the phone as needed. * Create SOWs for projects by working with the client and Paymentus project teams to help create requirements, share recommended approaches and help identify any risks with client's request * Will be the client's advocate during upgrades and implementations to ensure any custom design has been reviewed and tested as appropriate * Partners with client and Paymentus Project Management Organization through project duration to ensure successful execution and communication back to client * Assist with demoing new features/functionality specifically around the implementation and integration component * 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 does not have any direct supervisory responsibilities. Education and Experience * 3-5 years in the electronic billing and payment industry * Experience in analyzing data, problem-solving and making recommendations * Ability to understand operational and technical terms and translate back effectively to the client and Paymentus business team to help outline situation and recommendations * Polished communication skills (speaking and writing) * Excels in a fast paced environment with lots of change and growth Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones. Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to and/or move up to 25 pounds. Position Type/Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Friday, during normal business hours. Occasional evening and weekend work may be required as job duties demand. Travel Travel requirement is up to 5-10%; however, travel may be greater or less than this percentage during certain periods of the year. 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 Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to actual or perceived race, creed, color, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, national origin, ancestry, citizenship status, religion, marital status, physical or mental disability, military service or veteran status, genetic information, protected medical condition as defined by applicable state or local law, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, access to facilities and programs and general treatment during employment. 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 the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others. An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.