As an “Implementations Team Manager: Enterprise” within our North American Integrations Team, you are responsible for the successful onboarding of Signifyd’s customers. You will work cross-functionally with multiple internal teams to employ Signifyd’s Implementation Methodology and ensure timely integrations with high client NPS/CSAT scores.  As the client’s technical contact and often the first touchpoint of the Customer Success Team, you will play a critical role in ensuring a world-class onboarding experience.  The portfolio of your customers will range from medium-sized businesses in the SMB space, to larger Enterprise merchants.

Responsibilities:

  • Be a visible leader for all aspects of account onboarding efforts by providing frequent updates to leadership to ensure alignment on strategy, implementation approach and business implications.
  • Manage a team of Implementation Managers to Integrate customers utilizing various partners and platforms.  These include customized OMS / eCommerce API integrations as well support for integrating Signifyd’s Magento, SFCC, Shopify, NetSuite and Cybersource partnerships.  
  • The ability to teach the utilization of industry relevant tools (ex: Postman for API calls, Salesforce for CRM, Tableau for business intelligence)
  • Setting, tracking, and meeting team level objectives, holding yourself accountable for team level metrics and enabling a growing team to manage their results and provide enhancement ideas
  • Fully understand Signifyd’s implementation methods, become and SME in utilizing the most up to date practices
  • Ownership of deployment methodologies and the ability to speak to customers about these methodologies
  • Knowledge base management (creation and curation) for the implementation team
  • Leading team meetings and tracking ticketing metrics, reporting these metrics to leadership, and being responsible for improvement.
  • An ability to provide customer feedback, and product inputs, to Signifyd documentation such as the sale API call: LINK
  • Communicate integration status to key client stakeholders and document progress toward milestones
  • Own timely delivery of key integration milestones.  One integration you complete will be different than another.  Milestones may include the definition of success criteria and fulfillment of those success criteria
  • Collaborate with internal Signifyd teams to swiftly escalate and resolve integration roadblocks.  As a strong team player, you will communicate resolutions to internal stakeholders as well as to the customer
  • Proactively coordinate with internal and external stakeholders to ensure consistency and clarity in communications; end to end management of deliverables and guidance to working teams.
  • Work cross-functionally to continue to make the onboarding experience better for our customers.  Cross-functional work may interface with product, risk, marketing, and engineering.  During off-season times, this work may be a substantial part of your job
  • You may be responsible for providing Signifyd console training to customers
  • Embody Signifyd values and serve as a role model for team members.  You are responsible for onboarding new members into the team as their buddy, supporting their initial client conversations as well as enabling them to complete technical tasks associated with an integration

 Requirements for position:

  • 2 - 4 years of technical experience with SaaS solutions. 
  • Demonstrated experience leading and managing remote teams—creating a high performance, engaging work climate.
  • Must have strong presentation skills and be comfortable presenting in front of large groups, including executives and clients.
  • Experience serving as a spokesperson and thought leader on behalf of an organization
  • Excellent written, verbal, and interpersonal communication skills and the ability to quickly synthesize data and help others make data-driven decisions.
  • A clear understanding of API terminology (e.g., GET, POST, PUT, JSON, Webhook, Listeners..) and tools (e.g., Postman, Github, etc...)
  • Excellent organizational skills and written/oral communication skills, especially at various levels in an organization
  • Demonstrated passion for e-commerce or technology services
  • Excellent written communication and presentation skills
  • Timely responses to external and internal stakeholders
  • Resourceful, detail-oriented when needed, highly organized, and creative
  • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
  • Ability to lead conversations with executive stakeholders
  • Ability to work quickly and efficiently with tools such as Excel, looker, and Google Sheets

Nice to Haves:

  • Redshift or Python with fluency
  • Demonstrable background in payments, fintech, or fraud
  • Magento experience and Magento certifications of Magento 2 Certified Solution Specialist or Magento 2 Certified Professional Javascript Developer

#LI-Remote

(Colorado only*) Minimum salary of $140,000 + bonus + equity + benefits. 
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

Benefits in our US offices:

  • 4-day workweek
  • Discretionary Time Off Policy (Unlimited!)
  • BetterHelp Online Therapy Membership
  • Dedicated learning budget through Learnerbly
  • 401K Match
  • Stock Options
  • Annual Performance Bonus or Commissions
  • Paid Parental Leave (12 weeks)
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Flexible Spending Account (FSA)
  • Short Term and Long Term Disability Insurance
  • Life Insurance
  • Company Social Events
  • Signifyd Swag

 

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