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Implementations Manager: Enterprise at Signifyd
Atlanta, GA, US
At Signifyd we’re creating a new market. We’re constantly improving and expanding the technology that has changed what fraud protection for e-commerce looks like. So we don’t have time for office politics. We understand that different people have different work styles and we thrive on variety while learning from each other. We’re all Signifyers, so we know that what needs to get done will get done.
 
Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it — from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it. We're protecting retailers from online fraud in a way that's never been done before and we could use your help if you're someone:
 
- Who believes challenges are best overcome by thinking differently.
- Who knows his or her role, but isn’t confined by it.
- Who’s greatest satisfaction comes from helping customers succeed and achieve their dreams.
- Who isn’t afraid to disagree, convincingly, civilly and honestly.
- Who will stop and hold the door for a colleague, even if you’re running late.
 
Oh, and a few particulars for this role:
 
As an “Implementations Manager: Enterprise” within our Customer Success 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 business in the SMB space, to larger Enterprise merchants. This position is 100% remote. 
 

Responsibilities:

    • Integrate customers utilizing various partners and platforms.  These include customized OMS / eCommerce API integrations as well as Magento, Demandware and Cybersource partnerships.  You will also interface with and assist the System Integrators (SIs) that our customers employ. You may be responsible for working with internal teams to ensure that the customer has the appropriate SI for their implementation
    • Communicate integration status to key client stakeholders and document progress toward milestones
    • Fully understand Signifyd’s implementation methods utilizing the most up to date practices
    • Keep a clean onboarding portfolio with regular and transparent updates kept in CRM
    • 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
    • Leverage customer testimonials to create more efficient implementation processes
    • Achieve CSAT expectations for assigned customer implementations
    • Collaborate with internal Signifyd teams to swiftly escalate and resolve integration roadblocks.  As a strong team player, you will communicate resolution to internal stakeholders as well as to the customer
    • 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
    • We work in an evolving space.  You will be responsible for documenting and sharing best practices for internal utilization
    • Become a Subject Matter Expert (SME) so that your knowledge domain can contribute across the business

Requirements for position:

    • 1 - 4 years of technical experience with SaaS solutions.  This can be in any Customer Success role (e.g., Support, Client Management, Implementation, etc...)
    • Clear understanding of API terminology (e.g., GET, POST, PUT, JSON, Webhook, Listeners..) and tools (e.g., Postman, Github, etc...)
    • 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, Tableau, and Google Sheets
    • Bonus if you have worked with Redshift or Python with fluency
    • Bonus if you have a demonstrable background in payments, fintech, or fraud.  Nice to have, not necessary
    • Bonus if you have Magento experience and Magento certifications of Magento 2 Certified Solution Specialist or Magento 2 Certified Professional Javascript Developer
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