Summary/Objective

The Technical Implementation Project Manager / Technical Account Manager role will be responsible for collaborating with cross-functional teams to drive implementations forward for UPS and adhere to deliverable deadlines. This position serves as the key resource for UPS during the implementation process. This position will also support other clients in a Technical Account Manager role working in Account Management.
Essential Functions/ Responsibilities

• Serve as primary point of contact/driver for project work for client UPS. Establish processes/procedures to manage customer portfolio activity and product roadmap.
• Become a product expert, with strong understanding in configurations and data integration
• Work cross functionally internally to solve implementation challenges
• 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...)
• Partner with Product Support, Customer Care and Operations teams as needed to troubleshoot incidents and provide regular updates to client until an issue is resolved
• Partner with technical and operations resources as they develop integrated software solutions and support systems to serve the partners and clients
• Maintain ongoing reporting of partner/client status and activities
• Management of multiple complex SAAS projects and implementations
• Ability to proactively troubleshoot and solve problems with limited supervision
• Fosters collaboration and positive team environment
• Be an active participant working with the Incident Manager in Root Cause Analysis (RCA) creation to ensure client impact and other pertinent information is included
• Serve as a Business Analyst to 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.
• 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
• Responsible for all operational and technical communication whether via phone or email
• Partner with Development, Account Management and Implementations (for clients other than UPS) on prioritizing projects
• Subject Matter Expert for the Paymentus Payment Processing platform

Supervisory Responsibility

This position does not have any supervisory responsibility or direct reports.
Education and Experience

• Bachelor's degree or equivalent experience/project management certifications preferred
• 3-5 Years in a technical leadership role (Project Management, Sales Engineer, Solution Architect, etc.)
• Strong organizational, communications and people skills required
• Ability to work independently and in a team environment
• Wears multiple hats as a Project Mgr and Technical Account Manager and can be called on to play whatever role is required for the situation
• Background in the Payments, Banking, E-Commerce, Finance and/or Utility industries helpful but not required
• Ability to understand technical terms and translate back effectively to the client and Paymentus business teams to help outline a situation and recommendations
• Experience in analyzing data, problem-solving and making recommendations
• 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. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch or crawl. The employee may be required to life up to 25 lbs.
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

25% travel to customer sites may be required based upon project needs.
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.