ePayPolicy offers easier payment tools, built for insurance. ePayPolicy's products bring insurance payments up to speed for agencies, carriers, MGAs, and PFCs, with secure online payment pages, automated check processing, and payables reconciliation. 6,500+ insurance companies trust ePayPolicy and our expert, live support team to handle their payments every day.

　　We’re based in Austin, TX, and have clients in all 50 US states and Canada. Founded in 2014, we have the support and backing of Serent Capital, one of the top private equity firms in the US that invests in high-growth software and services firms and manages over $2B in committed capital.

　　Job description

　　We are looking for a Manager of Implementations who is obsessed with delivering world-class service to join our fast-growing Customer Success organization! As the leader of our Implementations team, you will be responsible for leading our customers through an exciting and rigorous onboarding process that will ensure their immediate success using ePayPolicy’s payments platform and put them on a path to long-term growth.

　　Key areas of focus:

　　Ensure seamless client transition to/from the Sales or Account Management Teams

　　Establish project goals tied to customer value creation

　　Manage overall implementation/project governance

　　Create strategies around platform/product adoption for customers

　　Help manage detailed projects plans across work streams, in collaboration with customers

　　Manage task, time/budget, resources, issues, and escalations paths

　　Manage both internal and external resources, including vendor relationships, removing roadblocks, anticipating dependencies and/or potential delays to identify paths to resolution

　　Accurately report on projects launched with a continuous improvement mindset to update methodologies with best practices and process improvements

　　Responsible for overall customer success and satisfaction through the implementation process for new SMB/Enterprise accounts as well as new products

　　Project Delivery:

　　Challenge the functional and technical teams to provide the best solution, not the easiest solution.

　　Ensure high-quality deliverables and adherence to ePayPolicy methodologies

　　Support the team to prevent and manage project escalations

　　Drive collaboration across cross-functional teams (Sales, Account Management, Support & Product) that results in smooth transitions and strong adoption of ePayPolicy’s platform

　　Provide accurate and user-friendly documentation of all product implementation processes for both internal and external customers

　　Success Matrix:

　　High customer satisfaction, typically measured through NPS

　　Project milestones consistently delivered on time

　　Increased throughput as a result of improved efficiencies

　　You may be a good fit if:

　　5 + years of experience in a leadership role; payments environment (preferred)

　　5 years of experience in implementation or technical project management in an Agile SaaS environment

　　You enjoy building a high-functioning, self-reliant team

　　You love creating an amazing user experience for both the internal and external client

　　You're able to think on your feet, solve problems, and articulate clear expectations

　　You have a strong desire to improve the efficiency of our clients’ operations through the implementation of new products on the roadmap, including integrations of their management systems

　　Highly ethical individual with a strong desire to succeed both professionally and personally

　　Calm approach to high-pressure situations, and the ability to multi-task competing priorities

　　Why ePayPolicy

　　Competitive salary

　　Comprehensive benefits package with employer basic life and disability premiums

　　401K

　　Unlimited PTO

　　Hybrid in-office/remote schedule

　　Company-sponsored quarterly “ePayItForward” initiatives

　　Supportive and inclusive company culture with a focus on work/life balance

　　Fully-stocked kitchen and lunch delivery stipend

　　Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it! We value everyone’s ideas and opinions.)

　　Huge opportunity for growth

　　We will only consider a local Austin-area candidate to fill this position. This person is expected to be in-person during training and expect some level of ongoing in-person collaboration.

　　ePayPolicy Hiring Practice

　　We value diversity at ePayPolicy. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.

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