Implementation & Training Manager

Job Description

Job Description

Why Xpress Bill Pay

Xpress Bill Pay, a Springbrook Company, is an online nationwide company that provides fast, secure, and convenient online bill payment solutions. Founded in 2005 and located in American Fork, Utah, Xpress Bill Pay has developed an innovative web-based online payment system. This system makes it easy for large and small organizations to offer online bill payment to their customers via credit cards, debit cards or electronic fund transfers. The Company is fast growing with over one million registered users. We also offer accounting software that enables our payment portal to connect to our customers' in-house accounting software.

We offer employees a culture that emphasizes performance, productivity, and collaboration. You will be empowered and engaged working with like-minded individuals who are driven and passionate about contributing to a market-leading software organization with proven technology.

If you are motivated by the idea of delivering on the promise of solving for a new era of more efficient, open, and innovative governance and the opportunity to join an organization that provides a solid career path and promotions from within, then we'd love to hear from you.

Where you fit:

This high-impact, pro-active position will provide strategic day-to-day leadership for the Implementation and Training team, driving the organization's service delivery, utilization, and continuous process improvement efforts. This role will be responsible for achieving or exceeding time-to-go-live targets and implementing process improvements that enhance overall service efficiency and client satisfaction. In addition to directly contributing to the Company's strategic growth by driving operational excellence and fostering client relationships. The ideal candidate will have a strong background in electronic payments, SaaS ERP solutions, project management, and consulting with particular emphasis on working with local government applications and with a proven history of leading cross-functional teams to success.

KEY RESPONSIBILITIES:

· Provide leadership and management to the Implementation and Training team, ensuring alignment with the Company's strategic goals.

· Lead, mentor, and empower, cultivating a high-performance culture that emphasizes innovation, accountability, and continuous improvement.

· Be part of the hiring team, helping to attract, hire, and train new hires and existing employees in best practices.

· Own annual targets for the team deliverables including plan implementations and go lives that not only meet but exceed performance expectations.

· Serve as the primary escalation point for customers, ensuring swift and effective resolution of high-impact issues. Implement proactive monitoring and risk assessment processes to anticipate, identify and resolve problems before they escalate.

· Act as the internal escalation point for project managers and consultants, providing guidance and support to resolve complex project challenges.

· Gather and analyze client feedback to identify areas for improvement, ensuring customer success.

· Ensure oversight and governance on all projects.

· Primary point of contact and subject matter expert for coordination with the ERP services team.

· Primary point of contact and subject matter expert for coordination with the ERP and Payment product teams for matters regarding customer go-live requirements.

· When needed, provide the sales team with solutions engineering assistance.

· Maintain general awareness of Springbrook security and privacy policies.

· Report any security incident or suspected security incident to the Springbrook Incident Response Team

This position can be remote although extra consideration is given for those in the American Fork, UT area.

May require some travel (20%).

REQUIRED QUALIFICATIONS

· 5+ years' experience in Professional Services in a leadership role at a SaaS Company

· Experience implementing ERP software and/or payments solutions

· Experience working with and implementing solutions at small local government, townships, and municipalities.

· Strong relationship and team-building skills.

· Demonstrated success in meeting performance utilization targets.

PREFERRED QUALIFICATIONS

· Experience with project management tracking software (Kantata)

· Bachelor's degree

· Experience with finance and accounting principles

Applicants must have the unrestricted ability to work in the United States (sponsorship will not be offered)

Springbrook Software is an Equal Opportunity Employer. Springbrook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need