Service Account Manager for Invoice Cloud | Remote Worldwide (US Hours) – entry level

InvoiceCloud, an EngageSmart solution, is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. With over 50 million payments processed annually, InvoiceCloud is one of the most secure, innovative, and inclusive fintech solutions in the market. To learn more, visit www.InvoiceCloud.com.

The Service Account Manager (SAM) is a single point of contact for clients and is responsible for advocating for and building strong relationships with a select group of clients. As a SAM, you will manage customer engagement and ensure they are optimizing the PSN Platform our platform. Your goal is to create relationships that result in your ability to implement programs that increase payment adoption, drive revenue growth, and expand the customer’s awareness and utilization of PSN’s full suite of services.

Core Responsibilities:

• Maintain all documentation regarding customer PSN Platform (and eventually Salesforce) so that the client’s status is up to date and available so anyone can consult the information at any time.
• Keep relevant PSN teams informed of any issues/changes that may impact the relationship with a client.
• The SAM must use excellent interpersonal relationships with internal IT resources, Operations, Accounting, the sales team members and other departments to help solve any issues related to the client.
• Public Relations and a good reputation are critical for the company’s long-term success. It is imperative for the SAM to maintain a sense of urgency and manage client communications so that a customer is never left wondering.
• The SAM must be ready at any time, to work with a client that is identified at risk and attempt to save the account. Revenue retention is critical.
• Proactive communication with clients is a must. Keeping clients informed about new product enhancements/new product releases, best practices & problem resolution
• Acknowledges client pricing change inquiries/needs, asks questions to understanding client’s reasoning for making a change, discusses with manager and assistance and helps in preparing suggested recommendations to senior management for review and consideration.

Required Knowledge and Skills:

• 0-3 years experience in relevant or transferrable position
• Proficiency with Microsoft Office Applications (Outlook, Word, Excel, etc.)
• Good interpersonal skills
• Positive attitude and willingness to learn
• Excellent written and verbal communication skills – both phone and email
• Experience supporting SAAS (software as a service) platform.
• Strong Account Management and technical support skills
• Excellent Presentation Skills
• Experience in the payment industry is a plus
• Self-starter with a demonstrated ability to achieve results
• Excellent time management, organizational and planning skills
• Experience using standard MS Office tools and Salesforce
• Bachelor’s or Associate’s degree in relevant field or applicable work experience

We offer a competitive benefits program including:

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match & employee stock purchase plan (ESPP)
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)