EverPro - Customer Success Operations Manager

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

The Customer Success Operations Manager supports the daily operations of the CES companies, ensuring that our businesses deliver on our commitments to customers and partners through timely and consistent fulfilment while supporting our customer-facing teams.

The area of responsibility for this role is very wide and thus requires thorough knowledge of various company processes for all CES businesses. The goal is to safeguard and augment the efficiency of the company’s operations to ensure business continuity, facilitate accelerating development, and achieve long-term success.

Responsibilities:

Recurring Reporting and Audits

• Create, maintain, and deliver all regular recurring reports as scheduled and perform audits as needed.
• Billing and Rebate Management
• Ensure invoices, scheduled payments, and rebate amounts are delivered as scheduled
• Provision, maintain, and support mail fulfillment for invoiced customers
• Controls and Compliance
• Perform, manage, and maintain all assigned recurring EverCommerce SOX controls and compliance tasks for Customer Lobby

Systems Administration

• Manage access to Customer Lobby systems of action and business platforms, meeting
• SLAs and controls obligations for in-scope systems (CL Admin)
• Integrations Support
• Install, troubleshoot, and support Customer Lobby Direct Connect integrations in all environments

Internal Service Desk

• Manage reported issues from internal teams and consistently achieve the 2-hour response time SLA for all ticket-based communications during normal business hours
• Verify reported issues, analyze the symptoms and try to identify underlying problems/root causes, then remedy or escalate accordingly
• Maintain accurate, complete, and up-to-date notes in JIRA and documentation

Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

• Robust health and wellness benefits, including an annual wellness stipend

• 401k with up to a 4% match and immediate vesting

• Flexible and generous (FTO) time-off

• Employee Stock Purchase Program

Compensation: The target base compensation for this position is $65,000.00 - $71,000.00 USD annually in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!