About the Role: 

As a Project Manager, you will be responsible for leading cross-functional teams to successfully deliver multiple concurrent projects across diverse business and technology domains. You will oversee the full project lifecycle—including discovery, analysis, design, development, testing, and implementation—ensuring effective management of resources, timelines, and deliverable quality. The role primarily involves managing projects related to onboarding new clients and implementing additional products for existing customers. You are expected to demonstrate strong expertise in Project Management, Relationship Management, Business Analysis, and Resource Management, while ensuring alignment with client expectations and organizational goals.

What You'll Do: 

• Analyze project requirements based on the client’s Statement of Work (SOW), including data specifications, elements, and transmission protocols
• Establish clear project timelines, milestones, and delivery expectations across internal and external teams through effective communication and leadership
• Manage project scope and billable hours, ensuring clients understand overall project impact
• Collaborate with client Project Managers to forecast go-live dates and effort estimates
• Lead projects confidently through all implementation phases, providing regular updates to stakeholders, including executives
• Develop, maintain, and execute detailed project plans using project management tools
• Conduct regular status meetings and proactively track and report project progress
• Identify project risks/issues and implement solutions to meet quality, productivity, and customer goals
• Control scope by managing change requests and preventing unauthorized scope creep
• Coordinate with third-party vendors and manage client expectations effectively
• Oversee project financials, including revenue and profitability
• Provide consultative guidance and resolve client concerns throughout project execution
• Ensure high quality and timely delivery of all project outcomes

What You'll Bring: 

• 5+ years of experience in full life-cycle management of medium to large scale technical projects
• Prior project management experience in Order to cash experience
• Proven success as a leader, independently managing complex initiatives, external customers and internal stakeholders
• Experience managing IT projects, with the ability to discuss both technical and business project requirements in detail
• Critical thinking to analyze complex situations and independently determine the appropriate course of action
• Strong skills and experience in issue resolution, with the ability to influence team members and other stakeholders, and the ability to conduct difficult negotiations

About the Role: 

The Customer Support Automation Specialist is responsible for delivering measurable improvements in self-service and case deflection rates by optimizing our AI chatbot and knowledge base. Success in this role is critical to achieving our customer experience goals and reducing friction for customers. This position focuses on analyzing AI-powered insights and chatbot interactions to design workflows that increase resolution rates, while partnering with the Knowledge Content Manager to ensure Help Center content supports these outcomes. 

What You'll Do: 

• Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive measurable gains in case deflection and customer satisfaction. 

• Review chatbot conversations in Forethought AI to design and implement new workflows that significantly improve chatbot self-service rates. 

• Leverage AI analytics, including knowledge gap dashboards, to prioritize workflows and Help Center updates with the highest potential impact. 

• Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows and knowledge articles. 

• Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. 

• Write, edit, and publish technical, topic-based knowledge articles that enable self-service. 

• Optimize self-help content based on customer feedback and AI-driven recommendations. 

• Evangelize and maintain voice and style consistency across all customer-facing content. 

• Promote a culture of knowledge sharing and continuous learning within the organization. 

• Report on chatbot and knowledge base performance metrics, highlighting impact and opportunities for improvement. 

What You'll Bring: 

• 2+ years of experience creating customer-facing technical documentation or managing AI chatbot performance in a SaaS environment (both preferred). 

• Proven success leveraging AI tools for support case deflection; experience with Forethought AI is a plus. 

• Strong analytical skills with a track record of driving measurable results through AI optimization. 

• Excellent writing and communication skills. 

• Strong project management and problem-solving abilities. 

• Ability to communicate complex information clearly and effectively. 

• Demonstrated ability to work independently and collaboratively across teams. 

• Attention to detail and a high degree of accuracy. 

About the Role: 

The Salesforce Administrator, Global Customer Experience (GCX) serves as the dedicated Salesforce platform owner for the GCX organization at Billtrust. Operating outside the core Salesforce Administration team, this role is the primary administrator for all GCX-specific use cases — including Salesforce Experience Cloud (Communities), Certinia (formerly FinancialForce), Salesforce Service Cloud, and other native Salesforce tools or third-party integrations that support customer-facing operations.The GCX Salesforce Administrator partners closely with GCX leadership, Professional Services, Customer Success, Support, and Operations teams to translate business requirements into scalable platform solutions that enhance the end-to-end customer experience and internal operations.

This individual combines deep Salesforce platform knowledge with an understanding of B2B SaaS customer lifecycle operations. The GCX Salesforce Administrator is responsible for driving adoption, optimizing workflows, and maintaining governance of GCX-owned Salesforce environments while coordinating with the enterprise Salesforce Administration team on shared platform standards, release management, and security protocols.The ideal candidate is equally comfortable configuring complex automation and sitting with business stakeholders to understand process gaps and design intuitive solutions.

What You'll Do: 

• Serve as the primary Salesforce administrator for all GCX use cases, owning configuration, optimization, and day-to-day platform support for GCX teams including Customer Success, Professional Services, Support, and Operations
• Administer and enhance Salesforce Experience Cloud (Communities) portals, ensuring a seamless, branded experience for external customers and partners
• Configure and maintain Certinia (formerly FinancialForce) modules supporting GCX operations, including project management, resource management, and professional services automation (PSA) workflows
• Own and continuously optimize the GCX Service Cloud environment, including case management configuration, queue and routing logic, escalation rules, SLA milestones, and Knowledge management — ensuring the platform supports seamless case handling across Support, Customer Success, and Professional Services teams and scales with evolving GCX service delivery models
• Manage Salesforce integrations with third-party applications relevant to GCX operations (e.g., CS tools, Pendo, Jira, telephony/CTI tools, knowledge base platforms)
• Implement and maintain declarative automation (Flow, approval processes, assignment rules, validation rules) tailored to GCX business processes and customer lifecycle workflows
• Design and deliver dashboards, reports, and analytics that provide GCX leadership with actionable visibility into customer health, case trends, engagement metrics, and delivery performance
• Manage all aspects of GCX-specific user administration, including roles, profiles, permission sets, public groups, and sharing rules — coordinating with the enterprise Salesforce team on org-wide policies
• Gather requirements from GCX stakeholders, translating operational needs into best-practice, scalable solutions with a focus on user experience and cross-functional alignment
• Own the GCX Salesforce roadmap in partnership with GCX leadership, identifying opportunities for platform consolidation, process automation, and feature adoption that support strategic objectives
• Coordinate with the enterprise Salesforce Administration team on shared governance, sandbox management, release schedules, and security reviews to maintain platform integrity
• Develop and maintain technical documentation, training materials, and change communications specific to GCX Salesforce environments
• Proactively monitor data quality within GCX-owned objects and implement validation, deduplication, and enrichment rules as need

What You'll Bring: 

• 5+ years of hands-on Salesforce Administration experience, with demonstrated depth in Service Cloud and Experience Cloud (Communities); Sales Cloud experience also valued
• Hands-on experience with Salesforce CRM, Certinia PSA (formerly FinancialForce), and Service Cloud; candidates must demonstrate working knowledge across all three platforms, not just one, as this role spans the full GCX technology stack
• Proven experience managing Salesforce Experience Cloud portals in a B2B environment, including portal user management, content configuration, and branding
• Deep proficiency with Salesforce declarative automation tools (Flow, approval processes, validation rules, assignment rules); familiarity with Process Builder migration to Flow
• Experience designing and delivering cross-functional dashboards and reports that drive operational decisions at the leadership level
• Certified Salesforce Administrator required; Advanced Administrator, Platform App Builder, Experience Cloud Consultant, or Service Cloud Consultant certifications preferred
• Experience working in or supporting B2B SaaS, fintech, or order-to-cash environments preferred
• Demonstrated ability to operate effectively in a matrixed organization, partnering closely with Sales Ops and IT as primary cross-functional stakeholders — balancing local GCX business needs with enterprise platform standards and shared governance models
• Familiarity with integration platforms (e.g., Boomi, MuleSoft) and data tools (SQL, SOQL, Data Loader) for managing cross-system data flows
• Understanding of basic Apex, Visualforce, or Lightning Web Components sufficient to troubleshoot, extend, or collaborate with developers on custom solutions
• Strong requirements-gathering and stakeholder management skills, with the ability to translate complex operational needs into intuitive platform solutions
• Experience with DevOps and release management practices, including sandbox strategy and deployment tooling (e.g., Copado, Gearset)
• Active engagement in the Salesforce ecosystem, including Trailhead certifications, community participation, and awareness of platform roadmap developments
• Familiarity with Salesforce Einstein features, Agentforce, or AI-assisted workflow tools, and a demonstrated interest in applying them to customer lifecycle operations
• Demonstrated experience driving Salesforce adoption across cross-functional teams, bringing business teams along by translating platform capability into workflows that people use
• Bachelor’s degree or equivalent professional experience

About the Role: 

The Business Analyst works closely with customers, stakeholders, and internal teams to understand business needs, document requirements, and guide solutions using product capabilities. This role ensures smooth project execution, clear communication, and delivery of high-quality outcomes aligned with customer expectations.

You will be also responsible for reviewing complex data files, mapping documents, customer requirements and providing guidance on best practices.You will need to be able to speak to the internal technical capabilities of Billtrust’s products while understanding customer requirements in order to provide customers the direction and guidance on their options for the best user experience as it pertains to their business needs.

What You'll Do: 

• Gather and understand customer business needs and requirements
• Document functional requirements and technical specifications clearly
• Create and maintain templates and documentation designs
• Review complex data files and mapping documents
• Analyze customer requirements and recommend best practices
• Provide guidance based on product knowledge and functionality
• Bridge the gap between business needs and technical capabilities
• Communicate effectively with internal technical teams
• Help customers choose the best solutions for their business needs
• Ensure a smooth and effective user experience for customers
• Regularly communicate progress to Project Managers and stakeholders
• Highlight risks early if deliverables may be delayed and suggest alternative

What You'll Bring: 

• Strong analytical and problem-solving skills. Creative thinking and ability to provide innovative solutions
• Prior Order to cash experience
• Excellent written and verbal communication skills
• Ability to document requirements and create functional specifications
• Strong understanding of business processes and data analysis
• Ability to communicate effectively with both technical and non-technical teams
• Attention to detail and high level of accuracy
• Ability to break down complex problems into simple, actionable steps
• 3+ years of experience as a Business Analyst or in a related role (Solution Architect or Implementation Consultant).
• Proven ability to work with both technical and business stakeholders
• Strong decision-making and analytical skills
• Ability to understand the big picture and think strategically
• Bachelor’s degree in Technology, or related field (or equivalent experience).
• Should be good to work from office for 4 days
• Work timezone – EST/CST and 5PM – 2AM IST