We are looking for a skilled and dynamic Project Manager to oversee the launch of a new product from concept to market introduction. This position requires an experienced individual who can lead cross-functional teams, manage timelines, and ensure successful delivery of project goals. If you thrive in a fast-paced environment and have a passion for driving innovation, this role is ideal for you.<br><br>Responsibilities:<br>• Develop detailed project plans and timelines to guide the successful launch of new products.<br>• Collaborate with product design, marketing, engineering, and sales teams to align project objectives with organizational goals.<br>• Oversee the product development lifecycle, ensuring milestones are met on time and within budget.<br>• Monitor project budgets and allocate resources efficiently to meet competing priorities.<br>• Identify risks early in the project cycle and implement effective mitigation strategies.<br>• Facilitate beta testing and gather customer feedback to refine the product before launch.<br>• Resolve challenges or roadblocks to maintain project alignment with deadlines.<br>• Ensure quality standards are met and deliverables address business and customer needs.<br>• Support post-launch activities by transitioning the product to operational teams and measuring its success.<br>• Recommend optimizations based on post-launch feedback and analysis.
We are looking for an accomplished Director of Implementation & Enablement to oversee the onboarding and Proof of Value processes for our product solutions. In this role, you will ensure clients and partner-referred customers have an exceptional implementation experience, fostering rapid adoption and long-term success. You will collaborate across departments and work closely with partner organizations while leading and growing a high-performing implementation team.<br><br>Responsibilities:<br>• Manage and oversee the end-to-end onboarding and implementation process for all new clients across product solutions.<br>• Design and deliver engaging training sessions tailored for both administrators and end-users.<br>• Collaborate with Sales, Customer Success, and Product teams to ensure seamless integration and alignment on key success metrics.<br>• Partner with strategic organizations to coordinate joint client onboarding and enablement initiatives.<br>• Lead, mentor, and develop a skilled Implementation & Enablement team, offering guidance and constructive feedback.<br>• Support enterprise trials and pilot programs, assisting prospects in evaluating the technology in live scenarios.<br>• Handle multiple complex projects simultaneously, ensuring timely delivery and adherence to project scope.<br>• Gather customer feedback and share insights to drive continuous improvement across teams.<br>• Develop scalable onboarding frameworks, tools, and documentation to enhance client adoption.<br>• Contribute to the creation of internal enablement programs and knowledge-sharing resources.
We are looking for a dynamic Director of Customer Success to lead and enhance our customer engagement strategies in South Jordan, Utah. This role will focus on driving client retention, satisfaction, and advocacy while collaborating across departments to ensure a seamless customer journey. The ideal candidate will play a pivotal role in shaping our Customer Success structure and contributing to the company’s growth initiatives.<br><br>Responsibilities:<br>• Develop and execute strategies to achieve high customer retention rates, aiming for 95%+ Gross Retention and 110%+ Net Retention.<br>• Manage a portfolio of key accounts to ensure satisfaction, retention, and growth opportunities.<br>• Foster collaboration between Sales, Onboarding, and Customer Service teams to deliver a cohesive customer experience.<br>• Drive product adoption and engagement, targeting 75%+ feature utilization and 80%+ monthly active usage.<br>• Build a customer advocacy program, encouraging referrals and generating a significant portion of new business from client recommendations.<br>• Establish clear processes and frameworks for a dedicated Customer Success team, including key performance indicators and defined roles.<br>• Implement tools and systems to monitor customer health, gather feedback, and proactively address risks.<br>• Provide regular reporting on Customer Success metrics to inform leadership decisions and refine strategies.
We are looking for an experienced Customer Support Manager to lead a dynamic team in delivering exceptional support services for payment products. This role is based in American Fork, Utah, and focuses on ensuring efficient ticket resolution, fostering team development, and enhancing customer satisfaction. The ideal candidate will combine strong leadership skills with a passion for process improvement and a commitment to operational excellence.<br><br>Responsibilities:<br>• Manage daily operations of the Customer Support team, ensuring timely and accurate resolution of support tickets.<br>• Develop and refine workflows, policies, and strategies to optimize ticket resolution and improve customer satisfaction.<br>• Serve as the primary escalation point for complex or high-priority customer issues, facilitating prompt and effective solutions.<br>• Monitor team performance using KPIs and metrics, ensuring adherence to company standards and achieving operational targets.<br>• Collaborate with internal departments to address recurring issues and recommend enhancements to products and services.<br>• Provide coaching and mentorship to team members, fostering growth and technical skill development.<br>• Design and deliver comprehensive training programs for new hires and ongoing education for the support team.<br>• Conduct regular performance evaluations, establish clear goals, and provide constructive feedback to drive improvement.<br>• Lead team meetings to communicate updates, share best practices, and align on strategic objectives.<br>• Evaluate and implement tools and technologies to enhance team efficiency and streamline support processes.
