Director of Implementations, Financial Services & Insurance

About InvoiceCloud: 

InvoiceCloud, an EngageSmart solution, is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. With over 50 million payments processed annually, InvoiceCloud is one of the most secure, innovative, and inclusive fintech solutions in the market. To learn more, visit www.InvoiceCloud.com. 

The Director of Implementations Financial Services, and Insurance is the leader accountable for managing and developing a team of Implementation and Project Managers in delivering customer-facing projects. Reporting to the SVP of Operations, the overall goal is to deliver on the Invoice Cloud revenue, delivery, and service commitments. This includes understanding the scope of the projects and helping the team daily to plan their projects’ scope, schedule, and management of risk.

The Director is the operational leader for all implementations in the Financial Services / Insurance vertical and will interact with Development, Solutions Engineering, Product, Sales, and Alliances, in ensuring overall customer success. 

Essential Responsibilities:

 

• Develops and manages the team responsible for client implementation project plans for new and existing client implementations.
• Hire, mentor, and grow high-performing teams that consistently meet and exceed quarterly goals.
• Build, maintain, and execute quarterly plans aligned with business objectives.
• Develop, monitor, and manage key performance metrics.
• Act as department subject matter expert for all insurance items.
• ·       Leads through a high-level amount of ambiguity.
• ·       Develop strong collaboration and working relationships with IC Engineering, Product, Alliances, Sales, Client Services, and 3rd party Software Partners
• ·       Portfolio leader and expert for all Insurance and Financial Services projects with a deep understanding of overall status.
• ·       Develop relationships with key customers and stakeholders.
• ·       Provide executive briefings to IC leadership and customers.
• ·       Understand internal IC processes. Collaborate on improvement initiatives.
• ·       Assignment of new projects through daily intake meetings.
• ·       Use judgment and experience to develop non-standard delivery approaches.

 

Required Knowledge and Skills:

• Experience or familiarity with US insurance markets.
• ·       Expert-level delivery and project leader
• ·       Strong delivery and operational leader that can manage a dynamic portfolio of projects.
• ·       Excellent written and verbal communication skills - both phone and email
• ·       Worked in a software development environment, preferably SaaS based solutions
• ·       Customer driven, results focused, and technically savvy
• ·       Proficiency with Microsoft Office Applications (Outlook, Word, Excel, etc.)
• ·       Background in delivering projects for external customers
• ·       Experience with Smartsheet is helpful
• ·       Highly effective at leading and managing remotely

 

Supervisory Responsibilities:

 

This role currently has 4 direct reports.

 

Education:

•            Bachelor’s degree or equivalent work experience

 

Minimum Years of Experience:

 

• ·       7 + in a direct management role
• 7+ years insurance operations experience.

 

Benefits

We offer a competitive benefits program including:

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match & employee stock purchase plan (ESPP)
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fr