InvoiceCloud

Support and optimize paperless billing programs and lead VIP onboarding marketing efforts to drive customer adoption. | Requires 5+ years in marketing or marketing communications, customer-facing experience, proficiency in Salesforce and MS Office, and familiarity with marketing tools. | About InvoiceCloud: InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com. Position Overview If you enjoy working directly with clients, driving paperless billing adoption, and supporting meaningful digital transformation as our customers go live, this role may be for you. As a Customer Marketing Manager – Paperless Programs & Customer Onboarding, you will play a key role in helping our customers successfully go live well, and grow the number of their customer on paperless billing through innovative programs and campaigns. This position is split evenly between supporting paperless programs for existing customers and leading VIP onboarding marketing efforts for new clients. You will work closely with clients, Customer Success Managers (CSMs), and internal partners to drive adoption of EBPP (Electronic Bill Presentment and Payment) through thoughtful strategy, data-driven insights, and engaging marketing execution when billers go live and beyond. You are a “people person” who also values analytics and measurement. You understand that strong customer relationships, combined with data-backed decisions, lead to better outcomes. Key Responsibilities VIP Onboarding (50%) Connect with new clients who are ready to begin marketing efforts during implementations. Based on tiering structure, contact new clients and work with them to promote EBPP to their customers. Conduct Teams trainings on online payment adoption best practices. Communicate marketing strategy, campaign plans, and timelines clearly to clients. Create and customize marketing materials for VIP clients as needed. Follow up on client marketing activities and gather actionable feedback. Drive adoption of online billing and payment services through consistent engagement. Maintain knowledge of InvoiceCloud services and articulate value propositions effectively. Track onboarding marketing activities and outcomes in Salesforce. Partner with external vendors supporting marketing assets and creative execution. Drive client behavior to promote online billing and payment adoption by payers. Liaison with external vendors that house our marketing assets, QR codes, design vendors, and more. Paperless Program (50%) Support the execution and optimization of paperless programs in partnership with the Customer Marketing Manager. Manage paperless program email sends, including scheduling, execution, and opt-out management. Collaborate with CSMs to help position and pitch paperless programs to existing customers. Monitor performance of paperless initiatives and recommend adjustments based on results. Ensure accuracy, compliance, and consistency across all paperless communications. Success Metrics & Analytics Focus Success in this role is measured by both customer adoption outcomes and program performance. You are expected to regularly review results, identify trends, and use insights to improve future campaigns. Key metrics include: Increase in paperless enrollment rates across targeted customer segments Growth in online billing and payment adoption for VIP onboarded clients Timeliness and accuracy of campaign tracking and reporting in Salesforce Client satisfaction and qualitative feedback during onboarding A strong focus on analytics is essential. You will be expected to interpret data, communicate results clearly to internal stakeholders, and use insights to influence strategy and execution. Leverage AI tools to streamline onboarding and paperless program execution by reducing manual effort and improving campaign performance Use AI to assist with drafting and optimizing client-facing emails, marketing content, and training materials. Analyze campaign performance data with AI to identify trends, predict outcomes, and recommend improvements. Reduce time spent on repetitive tasks (reporting, content customization, follow-ups) by at least 25–30%, allowing more focus on client strategy and engagement Skills & Attributes You love talking with customers! Strong customer-facing communication skills across phone, Teams, email, and presentations Excellent computer and technical skills High attention to detail and strong problem-solving ability Tech-savvy with a desire to learn new tools and platforms Strong visual and content design sensibility Ability to influence customer behavior and build trusted relationships Sense of urgency and strong follow-through Team player who thrives in a fast-paced, cross-functional environment Comfortable working with performance data and reporting results Experience & Qualifications Bachelor’s degree 5+ years of experience in marketing or marketing communications (SaaS or e-payments a plus) Pracical experience working directly with customers Proficiency in Salesforce, MS Word, Excel, and PowerPoint Working knowledge of Adobe tools (Acrobat, InDesign, Photoshop, Illustrator) Ability to learn and grow through AI to make your work more efficient and effective by building your own GPTs to streamline your work Preferred: Marketo email marketing skills, Sendgrid or other email platform mastery Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors. Base Compensation Range $95,000—$115,000 USD InvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable laws. This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training. If you require a disability-related or religious accommodation during the application or recruitment process, and wish to discuss possible adjustments, please contact jobs@invoicecloud.com. Click here to review InvoiceCloud’s Job Applicant Privacy Policy. For recruitment agencies: InvoiceCloud does not accept unsolicited resumes from agencies. Please do not forward resumes to our job aliases, employees, or any other company location. InvoiceCloud is not responsible for any fees associated with unsolicited submissions.

Support client onboarding and lead customer engagement initiatives through strategic communication, event planning, and data analysis. | 5+ years in marketing or marketing communications, experience with customer engagement, proficiency in Salesforce and email platforms, and strong analytical skills. | About InvoiceCloud: InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com. Position Overview If you love working directly with customers, owning strategic initiatives, and creating engaging experiences that drive long-term customer engagement, this role may be a great fit. As a Customer Marketing Specialist –Client Onboarding & Customer Engagement, you will support new client marketing onboarding, while also leading customer engagement initiatives across our customer base. This role is split evenly between VIP client onboarding marketing support and customer engagement programs, including newsletters, events, surveys, and customer communications. You will play a key role in shaping the ongoing customer experience and strengthening relationships beyond implementation. You are a relationship-builder who also thrives on analytics. You believe great customer experiences should be measurable, continuously improved, and aligned to clear business outcomes. Key Responsibilities Client Onboarding (50%) Connect with new clients who are ready to begin marketing efforts during implementations. Based on tiering structure, contact new clients and work with them to promote EBPP to their customers. Conduct Teams trainings on online payment adoption best practices. Communicate marketing strategy, campaign plans, and timelines clearly to clients. Create and customize marketing materials for clients as needed. Follow up on client marketing activities and gather actionable feedback. Drive adoption of online billing and payment services through consistent engagement. Maintain knowledge of InvoiceCloud services and articulate value propositions effectively. Track onboarding marketing activities and outcomes in Salesforce. Partner with external vendors supporting marketing assets and creative execution. Drive client behavior to promote online billing and payment adoption by payers. Liaison with external vendors that house our marketing assets, QR codes, design vendors, and more. Customer Engagement (50%) Customer Communications: Own the strategy, execution, and content for the monthly customer newsletter. Partner with Product Marketing to create ad hoc email campaigns that support product launches. Send surveys and targeted customer emails throughout the year to gather insights and maintain engagement. Measure and report on engagement metrics, using insights to improve content and targeting. Customer Engagement: Source and manage customer gifts and swag for surprise-and-delight initiatives. Manage customer invites, registration, and follow-up communications for user groups, industry events, and virtual customer sessions. Design end-to-end customer experiences for small customer events, including event planning, invites, reminders, post-event communications, and feedback collection. Identify opportunities to delight customers and enhance the overall customer experience through data-driven decision making. Success Metrics & Analytics Focus This role is highly focused on measuring customer engagement and adoption success. You are expected to own your metrics and use data to continuously refine customer marketing strategies. Key metrics include: Newsletter performance (open rates, click-through rates, engagement trends) Customer event attendance, registration rates, and post-event feedback Survey participation rates and customer sentiment scores • Retention and engagement indicators tied to customer marketing initiatives Effectiveness of onboarding marketing efforts for VIP clients Timely and accurate reporting of results to stakeholders Analytics is central to this role. You will regularly analyze performance, communicate insights clearly, and apply learnings to improve customer engagement, retention, and overall experience. Comfort using AI tools and analytics platforms to increase efficiency and impact is strongly encouraged. Use AI to scale personalized customer engagement while maintaining high-quality experiences. Apply AI to analyze newsletter performance, event engagement, and survey results to uncover insights and guide strategy. Use AI to personalize messaging, streamline content creation, and improve targeting across customer communications. Increase efficiency and effectiveness of engagement programs by leveraging AI for planning, measurement, and optimization, freeing time for higher-impact strategic initiatives. Skills & Attributes Exceptional verbal and written communication skills Ability to send 1:many emails in email platforms, like Sendgrid Highly customer-centric with strong relationship-building abilities Strategic mindset with the ability to own projects from start to finish Analytical and data-driven; comfortable measuring and communicating success Regular use of AI tools to improve efficiency and outcomes Strong organizational skills and attention to detail Creative thinker with strong content and messaging instincts Ability to thrive in a fast-paced, collaborative environment Experience & Qualifications Bachelor’s degree 5+ years of experience in marketing or marketing communications (SaaS or e-payments a plus) Experience working directly with customers Proficiency in Salesforce, MS Word, Excel, and PowerPoint Knowledge of Adobe tools (Acrobat, InDesign, Photoshop, Illustrator) Ability to learn and grow through AI to make your work more efficient and effective by building your own GPTs to streamline your work Preferred: Marketo email marketing skills, Sendgrid or other email platform mastery Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors. Base Compensation Range $95,000—$115,000 USD InvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable laws. This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training. If you require a disability-related or religious accommodation during the application or recruitment process, and wish to discuss possible adjustments, please contact jobs@invoicecloud.com. Click here to review InvoiceCloud’s Job Applicant Privacy Policy. For recruitment agencies: InvoiceCloud does not accept unsolicited resumes from agencies. Please do not forward resumes to our job aliases, employees, or any other company location. InvoiceCloud is not responsible for any fees associated with unsolicited submissions.

Support client onboarding and lead customer engagement initiatives through targeted communications, events, and analytics to enhance customer experience and retention. | Requires 5+ years in marketing or marketing communications, experience working directly with customers, proficiency in Salesforce and email platforms, and ability to use AI tools for marketing optimization. | About InvoiceCloud: InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com. Position Overview If you love working directly with customers, owning strategic initiatives, and creating engaging experiences that drive long-term customer engagement, this role may be a great fit. As a Customer Marketing Specialist –Client Onboarding & Customer Engagement, you will support new client marketing onboarding, while also leading customer engagement initiatives across our customer base. This role is split evenly between VIP client onboarding marketing support and customer engagement programs, including newsletters, events, surveys, and customer communications. You will play a key role in shaping the ongoing customer experience and strengthening relationships beyond implementation. You are a relationship-builder who also thrives on analytics. You believe great customer experiences should be measurable, continuously improved, and aligned to clear business outcomes. Key Responsibilities Client Onboarding (50%) • Connect with new clients who are ready to begin marketing efforts during implementations. • Based on tiering structure, contact new clients and work with them to promote EBPP to their customers. • Conduct Teams trainings on online payment adoption best practices. • Communicate marketing strategy, campaign plans, and timelines clearly to clients. • Create and customize marketing materials for clients as needed. • Follow up on client marketing activities and gather actionable feedback. • Drive adoption of online billing and payment services through consistent engagement. • Maintain knowledge of InvoiceCloud services and articulate value propositions effectively. • Track onboarding marketing activities and outcomes in Salesforce. • Partner with external vendors supporting marketing assets and creative execution. • Drive client behavior to promote online billing and payment adoption by payers. • Liaison with external vendors that house our marketing assets, QR codes, design vendors, and more. Customer Engagement (50%) • Customer Communications: • Own the strategy, execution, and content for the monthly customer newsletter. • Partner with Product Marketing to create ad hoc email campaigns that support product launches. • Send surveys and targeted customer emails throughout the year to gather insights and maintain engagement. • Measure and report on engagement metrics, using insights to improve content and targeting. • Customer Engagement: • Source and manage customer gifts and swag for surprise-and-delight initiatives. • Manage customer invites, registration, and follow-up communications for user groups, industry events, and virtual customer sessions. • Design end-to-end customer experiences for small customer events, including event planning, invites, reminders, post-event communications, and feedback collection. • Identify opportunities to delight customers and enhance the overall customer experience through data-driven decision making. Success Metrics & Analytics Focus This role is highly focused on measuring customer engagement and adoption success. You are expected to own your metrics and use data to continuously refine customer marketing strategies. Key metrics include: • Newsletter performance (open rates, click-through rates, engagement trends) • Customer event attendance, registration rates, and post-event feedback • Survey participation rates and customer sentiment scores • Retention and engagement indicators tied to customer marketing initiatives • Effectiveness of onboarding marketing efforts for VIP clients • Timely and accurate reporting of results to stakeholders Analytics is central to this role. You will regularly analyze performance, communicate insights clearly, and apply learnings to improve customer engagement, retention, and overall experience. Comfort using AI tools and analytics platforms to increase efficiency and impact is strongly encouraged. Use AI to scale personalized customer engagement while maintaining high-quality experiences. • Apply AI to analyze newsletter performance, event engagement, and survey results to uncover insights and guide strategy. • Use AI to personalize messaging, streamline content creation, and improve targeting across customer communications. • Increase efficiency and effectiveness of engagement programs by leveraging AI for planning, measurement, and optimization, freeing time for higher-impact strategic initiatives. Skills & Attributes • Exceptional verbal and written communication skills • Ability to send 1:many emails in email platforms, like Sendgrid • Highly customer-centric with strong relationship-building abilities • Strategic mindset with the ability to own projects from start to finish • Analytical and data-driven; comfortable measuring and communicating success • Regular use of AI tools to improve efficiency and outcomes • Strong organizational skills and attention to detail • Creative thinker with strong content and messaging instincts • Ability to thrive in a fast-paced, collaborative environment Experience & Qualifications • Bachelor’s degree • 5+ years of experience in marketing or marketing communications (SaaS or e-payments a plus) • Experience working directly with customers • Proficiency in Salesforce, MS Word, Excel, and PowerPoint • Knowledge of Adobe tools (Acrobat, InDesign, Photoshop, Illustrator) • Ability to learn and grow through AI to make your work more efficient and effective by building your own GPTs to streamline your work • Preferred: Marketo email marketing skills, Sendgrid or other email platform mastery Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors. Base Compensation Range $95,000—$115,000 USD InvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable laws. This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training. If you require a disability-related or religious accommodation during the application or recruitment process, and wish to discuss possible adjustments, please contact jobs@invoicecloud.com. Click here to review InvoiceCloud’s Job Applicant Privacy Policy. For recruitment agencies: InvoiceCloud does not accept unsolicited resumes from agencies. Please do not forward resumes to our job aliases, employees, or any other company location. InvoiceCloud is not responsible for any fees associated with unsolicited submissions.

Build and maintain strategic client relationships, drive product adoption, and identify growth opportunities. | Experience in client management, SaaS platforms, and industry knowledge in payments or billing preferred. | About InvoiceCloud: InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com. Job Details The Customer Success Manager builds strong, strategic partnerships with a defined group of clients, ensuring they achieve maximum value from the InvoiceCloud platform. As the primary advocate for your clients, you will guide day-to-day engagement, strengthen retention, influence digital adoption programs, and identify opportunities for product expansion. Success requires advanced relationship management skills, analytical thinking, industry awareness, and the ability to translate insights into actionable client strategies. Success Profile At InvoiceCloud, success is anchored in our core competencies. These competencies guide how every employee delivers impact across their role. Customer Centric Builds trusted relationships with clients through proactive engagement, empathy, and clear communication. Understands each client’s business model, goals, adoption trends, and operational workflows to deliver tailored guidance. Recognizes early signs of risk and acts quickly to maintain satisfaction and prevent churn. Adapts communication style based on audience and context, ensuring clarity and alignment. Shares industry knowledge and best practices related to billing, payments, and customer engagement. Results Driven Executes strategies that increase digital payment adoption, improve customer experience, and strengthen client retention. Drives measurable improvements across revenue influence, portfolio growth, adoption metrics, and client advocacy. Identifies upsell and cross-sell opportunities aligned with client objectives and produces high-quality customer success qualified leads. Uses Salesforce and internal reporting tools to track performance, analyze trends, and inform client action plans. Maintains strong focus on achieving quarterly and annual performance targets. Takes Ownership Manages the full lifecycle of client engagement, ensuring consistency, follow-through, and proactive planning. Investigates client challenges and collaborates across teams to resolve issues effectively. Develops technical fluency in client integrations and workflows to guide troubleshooting and effective communication. Documents client discussions, action plans, and insights with accuracy to support continuity. Operates independently with strong judgment, anticipating client needs and addressing them promptly. Drives Efficiency Establishes scalable communication and engagement cadences to support a diverse book of business. Uses data dashboards, analytics, and structured workflows to prioritize activities and maximize impact. Applies strong time-management and organizational skills to balance multiple client initiatives simultaneously. Identifies operational inefficiencies and provides data-backed recommendations to clients and internal teams. Leverages automated tools, templates, and process improvements to enhance delivery and productivity. Innovative Brings creative strategies to clients that improve adoption, streamline workflows, and strengthen digital performance. Shares new insights and best practices informed by industry trends and peer comparisons. Uses AI-assisted tools to analyze client data, prepare messaging, and uncover actionable improvements. Experiments with new engagement formats and ideas that elevate client experience and support better results. Continuously looks for ways to enhance internal processes and customer success delivery. Requirements Strong relationship management experience with a track record of driving retention and growth Experience supporting clients in person and via virtual communication tools (Teams/Zoom) Background in electronic billing, payments, merchant services, or related SaaS platforms preferred Excellent verbal, written, presentation, and interpersonal communication skills Customer-driven and results-oriented, with the ability to influence decision-making Strong organizational, planning, and time-management skills Experience working independently and managing multiple priorities in a fast-paced environment Proficiency with Microsoft Office tools and Salesforce Travel Periodic travel to key accounts for onsite meetings or conferences as required. Benefits We offer a competitive benefits program including: Medical, dental, vision, life & disability insurance 401(k) plan with company match Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays Mental health resources Paid parental leave & Backup Care Tuition reimbursement Employee Resource Groups (ERGs) Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors. Base Compensation Range $80,000—$95,000 USD InvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable laws. This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training. If you require a disability-related or religious accommodation during the application or recruitment process, and wish to discuss possible adjustments, please contact jobs@invoicecloud.com. Click here to review InvoiceCloud’s Job Applicant Privacy Policy. For recruitment agencies: InvoiceCloud does not accept unsolicited resumes from agencies. Please do not forward resumes to our job aliases, employees, or any other company location. InvoiceCloud is not responsible for any fees associated with unsolicited submissions.

Lead and manage a global Service Desk team, oversee daily IT operations, automate IT processes, improve employee IT experience, and ensure compliance with ITIL policies. | 3-5+ years IT management, 5+ years IT administration, SaaS and MDM expertise, project management skills, experience with global teams, and onsite work 3-4 days weekly. | About InvoiceCloud: InvoiceCloud is a fast-growing fintech company with an award-winning culture and a leading disruptor in the electronic bill presentment and payment (EBPP) space. Serving more than 3,200 customers across the utility, government, and insurance industries, InvoiceCloud's secure and innovative SaaS platform enhances the customer experience, driving higher digital payment, AutoPay, and paperless adoption rates. By switching to InvoiceCloud, clients can improve customer engagement and satisfaction while lowering costs, accelerating payments, and reducing staff workloads. To learn more, visit InvoiceCloud.com. We are seeking a Manager, Service Desk to serve as both a leader and a hands-on contributor — a true player-coach. Reporting to the Sr. Director of IT Applications & Operations, you will oversee our global Service Desk, supporting offices and remote employees in the US and India. You'll manage daily IT operations, lead and mentor your team, and ensure the secure, efficient, and customer-focused delivery of IT services. This role is highly visible and collaborative: you will act as a trusted partner to business stakeholders, improve processes through automation & GenAI, and shape the employee experience across the company. Responsibilities: • Lead and develop the global Service Desk team, fostering collaboration, accountability, and high performance • Oversee daily operations including queue management, escalations, and global coverage • Act as a hands-on escalation point for complex IT issues while coaching team members to build problem-solving skills • Partner with business stakeholders to identify pain points and deliver practical IT solutions • Automate critical IT processes, including employee lifecycle management and self-service • Monitor system and team performance, proactively identifying and resolving recurring IT issues • Build and maintain training curriculum for Service Desk team members • Prioritize and align IT projects with leadership, escalating issues where needed • Evaluate, test, and implement new tools to enhance collaboration and productivity • Implement ITIL-aligned policies and procedures to support Security, Compliance, and SLA standards • Drive improvements in AV/conference room technology and support, both onsite and remote • Ensure policies, processes, and best practices are documented, maintained, and followed • Champion empathy, patience, and curiosity in every Service Desk interaction • Assist with all other duties as defined by IT leadership Requirements • Bachelor's degree in Computer Science, Information Systems, or related field (preferred) • 3–5+ years of IT management experience, with 5+ years of IT administration/engineering experience • Extensive SaaS administration background, including Microsoft 365, Okta, Atlassian, Slack, and more • Experience managing both Windows and macOS environments with MDM solutions (Intune, Jamf) • Proven track record supporting global, multi-office organizations with diverse technical needs • Strong project management skills, capable of planning and executing IT initiatives end-to-end • Experience leading enterprise AV/conference room initiatives across multiple geographies • Strong understanding of IT security and compliance principles • Hands-on experience automating IT workflows and leveraging GenAI for self-service/efficiency • Excellent communication skills, adaptable across technical and non-technical audiences • Customer service mindset with proven ability to deliver exceptional user experience • Relevant certifications (ITIL, M365, Okta) are a plus Onsite & Travel Requirements: • The Service Desk Manager is required to work from InvoiceCloud's Boston office location 3 to 4 days per week. Occasional travel to InvoiceCloud's Marlborough office location can also be expected. InvoiceCloud is an Equal Opportunity Employer. InvoiceCloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact jobs@invoicecloud.com. Click here to review InvoiceCloud's Job Applicant Privacy Policy. To all recruitment agencies: InvoiceCloud does not accept agency resumes. Please do not forward resumes to our job's alias, employees, or any other organization location. Invoice Cloud is not responsible for any fees related to unsolicited resumes.

Lead and manage a global Service Desk team, oversee daily IT operations, automate processes, and improve IT service delivery across multiple locations. | 3-5+ years IT management, 5+ years IT administration, SaaS and MDM experience, project management skills, global support experience, and strong communication. | About InvoiceCloud: InvoiceCloud is a fast-growing fintech company with an award-winning culture and a leading disruptor in the electronic bill presentment and payment (EBPP) space. Serving more than 3,200 customers across the utility, government, and insurance industries, InvoiceCloud's secure and innovative SaaS platform enhances the customer experience, driving higher digital payment, AutoPay, and paperless adoption rates. By switching to InvoiceCloud, clients can improve customer engagement and satisfaction while lowering costs, accelerating payments, and reducing staff workloads. To learn more, visit InvoiceCloud.com. We are seeking a Manager, Service Desk to serve as both a leader and a hands-on contributor — a true player-coach. Reporting to the Sr. Director of IT Applications & Operations, you will oversee our global Service Desk, supporting offices and remote employees in the US and India. You'll manage daily IT operations, lead and mentor your team, and ensure the secure, efficient, and customer-focused delivery of IT services. This role is highly visible and collaborative: you will act as a trusted partner to business stakeholders, improve processes through automation & GenAI, and shape the employee experience across the company. Responsibilities: • Lead and develop the global Service Desk team, fostering collaboration, accountability, and high performance • Oversee daily operations including queue management, escalations, and global coverage • Act as a hands-on escalation point for complex IT issues while coaching team members to build problem-solving skills • Partner with business stakeholders to identify pain points and deliver practical IT solutions • Automate critical IT processes, including employee lifecycle management and self-service • Monitor system and team performance, proactively identifying and resolving recurring IT issues • Build and maintain training curriculum for Service Desk team members • Prioritize and align IT projects with leadership, escalating issues where needed • Evaluate, test, and implement new tools to enhance collaboration and productivity • Implement ITIL-aligned policies and procedures to support Security, Compliance, and SLA standards • Drive improvements in AV/conference room technology and support, both onsite and remote • Ensure policies, processes, and best practices are documented, maintained, and followed • Champion empathy, patience, and curiosity in every Service Desk interaction • Assist with all other duties as defined by IT leadership Requirements • Bachelor's degree in Computer Science, Information Systems, or related field (preferred) • 3–5+ years of IT management experience, with 5+ years of IT administration/engineering experience • Extensive SaaS administration background, including Microsoft 365, Okta, Atlassian, Slack, and more • Experience managing both Windows and macOS environments with MDM solutions (Intune, Jamf) • Proven track record supporting global, multi-office organizations with diverse technical needs • Strong project management skills, capable of planning and executing IT initiatives end-to-end • Experience leading enterprise AV/conference room initiatives across multiple geographies • Strong understanding of IT security and compliance principles • Hands-on experience automating IT workflows and leveraging GenAI for self-service/efficiency • Excellent communication skills, adaptable across technical and non-technical audiences • Customer service mindset with proven ability to deliver exceptional user experience • Relevant certifications (ITIL, M365, Okta) are a plus Onsite & Travel Requirements: • The Service Desk Manager is required to work from InvoiceCloud's Boston office location 3 to 4 days per week. Occasional travel to InvoiceCloud's Marlborough office location can also be expected. InvoiceCloud is an Equal Opportunity Employer. InvoiceCloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact jobs@invoicecloud.com. Click here to review InvoiceCloud's Job Applicant Privacy Policy. To all recruitment agencies: InvoiceCloud does not accept agency resumes. Please do not forward resumes to our job's alias, employees, or any other organization location. Invoice Cloud is not responsible for any fees related to unsolicited resumes.