Client Operations Manager - PayIt
Austin, TX
About the Job
PayIt is a fast-growing GovTech company on a mission to modernize how residents interact and transact with government, improving the customer experience and helping our client agencies more efficiently and effectively achieve their missions. Our easy-to-implement platform consolidates government services and payments into one connected experience and enables our clients to drive resident trust, collect revenue quickly, and redeploy their staff to more important challenges. This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors, including our inclusion in the GovTech 100 every year since 2017. PayIt solutions cover services including hunting and fishing licensing, DMV, courts, property tax, utilities, tolling, and more.
Our culture welcomes people who exhibit what we call "PayIt DNA": High integrity, drive, grit, high aptitude, and team orientation. We are collaborative and passionate about the work we do to improve the lives of our government clients and the end users they serve. We have ambitious scaling goals, and we look for team members who are ready to roll up their sleeves, solve problems, and find new opportunities to win with our clients. And we have a lot of fun together.
About The Role:
Serving our clients at PayIt is a critical role that enables our clients to generate the outcomes that lead them to keep using PayIt. The Client Operations team is responsible for ensuring our clients have everything they need day-to-day to make the decisions that benefit their agency and continue to broaden their use of PayIt. This team is responsible for helping our clients and other internal members of the PayIt team work together to solve problems.
The Client Operations Manager is responsible for multiple large-scale accounts, as a guide and advisor for the client success manager concerning a client's operational needs, creating the best operational outcomes and enabling PayIt to drive new business in their respective accounts.
Candidates will be considered in the following markets (AR, AZ, FL, GA, IA, IL, IN, KS, MD, ME, MI, MN, MO, NC, NE, NH, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA, and WI).
What You'll Be Doing:
- Ensure client reconciliation and resident customer service needs are met in the day-to-day, including but not limited to, successful delivery of accurate reports, transaction management, questions about integration settings, etc.
- Ensure proper operational activities occur on time and accurately, including chargebacks, keystroke requests, e-billing delivery, tax season coordination, integration improvements, and more
- When issues arise, ensure the client is appropriately informed and necessary measures are taken to minimize the impact on agency staff. Issue resolution in terms of documentation or remediation for the client or consumer benefit is done thoroughly, timely, and with vast attention to detail
- Ensure client is trained on PayIt products, understand what is occurring with their residents, and have the information they need to properly do their job, leveraging PayIt's software and services
- Meet with clients regularly to build rapport and identify opportunities for configuration needs that would alleviate client or customer friction
- Consult with Client Success Managers as partners on the performance of the agency's services on the PayIt platform - whether it be transaction volume or user behavior
- Expect 10% travel
What You'll Need To Have:
- 3-5 years in a client or customer-facing role
- Written and oral communication skills are impeccable, concise, and eloquent
- Creative problem-solving skills, identify problems, and analyze outcomes
- Working knowledge and experience with CRM systems like Zendesk
- Active listening and empathy traits to effectively work with clients, internal teams
- Decision-making skills for appropriate actions to be taken at the appropriate time
- Analytical thinking, and data analysis skills to provide a data-driven approach to problems and opportunities
Why Work For Us:
- Our mission matters. Your work will make life better for our government agency clients and the millions of residents they serve.
- You'll do some of the best work of your career here. We tackle complex challenges that are interesting to solve, and you'll grow a ton working at PayIt
- People are our most important resource. Everyone has a voice. Collaboration is our default setting. And we have fun together.
- We #payitforward with our corporate volunteer program, serving the communities where we work and live.
- Competitive salaries, excellent benefits, flexible working arrangements, and all the resources you will need to do your best work.
What We Care About:
We hire high aptitude, high integrity people who are great communicators and want to be part of a growing team.
Commitment to Equal Opportunity
PayIt is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.
PayIt is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to the People Operations Team and let us know the nature of your request and your contact information.
NOTE: U.S. Citizens and all those authorized to work for any employer in the U.S. are encouraged to apply. We are unable to provide sponsorship in the United States at this time. PayIt participates in E-Verify. To learn more, click here. Canadian Citizens and those authorized to work in Canada without sponsorship are also encouraged to apply.
To all recruitment agencies: PayIt does not accept agency resumes. Please do not forward resumes to our careers' alias, PayIt employees or any other company location. PayIt is not responsible for any fees related to unsolicited resumes.
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Within the parameters of this position, ensure the confidentiality, integrity, and availability, and exercise due care of, company, client, and citizen data that is stored, processed, and transmitted by and for PayIt, as outlined in PayIt's Business Code of Conduct and Information Security Policies.