VP, Implementations

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. 

Mission 

The primary responsibility of the VP is to develop a scalable organization that can deliver on the InvoiceCloud revenue goals.  The VP Scorecard identifies key dimensions for management and will require the building of strong KPIs to monitor performance:

1. Operational vision and execution for Project Delivery. The ability to provide senior guidance to the GUB area to deliver excellence in all aspects of project management and revenue delivery.
2. Connected experiences and leveraging processes. The ability to support corporate’s transformation initiatives based on connected both intracompany and intercompany processes and services to enable higher levels of customer satisfaction and to unlock revenue opportunities.
3. Intelligent decision making. The ability to connect corporate strategy with operational decision making, down to tactical plans, on an organizational scale.
4. Talent and culture. The ability to create an environment where people are committed, accountable and enabled to change, where employees at any level move in the same direction promoting the same shared values. 

Key Responsibilities

• Continuously increase velocity of successful Implementations – Help our customers realize value faster and the company hit revenue targets by driving improved throughput, predictability, and quality of go-live implementations that delight our customers.
• Team Development & Leadership – Build a high-performance organization and leadership team across the Invoice Cloud implementation team
• Culture – Develop a customer first culture that thrives on teamwork and embodies the customer first values of Invoice Cloud. This should be reflected in our customer journey throughout implementation and well after a customer is live.
• Collaboration – Member of the CS leadership team, responsible for building strong collaboration between client services, CSM team, integrations/engineering, and other functions of the company, while personally contributing to the decision making and strategy of Invoice Cloud
• Drive Customer Adoption – Implement customers with maximizing payer adoption of online payment in mind. Identify where we need to innovate and drive effective programs working with the marketing team.
• Growth & Scaling – Create an organizational model and supporting processes that enable the continued growth and scale of implementation capability while regularly improving efficiencies.

Experience

• Experience leading teams of 50+ people, both project management and technical personnel on SaaS solution and software implementation services.
• Success in scaling implementations
• Experience leading delivery of 100+ projects simultaneously, including building scalable processes that can support 100+ customers through complex implementations including integrations with SaaS platform, migrating data, converting customers from one platform to another, sometimes on prem to SaaS or SaaS to SaaS
• Industry expertise in EBPP for government, utilities, tax, and financial services is preferred.
• Lean Six Sigma or similar process improvement experience and certification.
• Ability to work cross functionally with Marketing and Sales through all delivery functions including engineering, support, and customer success functions, like CSMs and technical support.
• 15+ years’ experience in SaaS
• Deep technical un