Implementation Specialist – Credit

Plaid • San Francisco, CA

10d • Hybrid

About The Position

Implementation Specialists are responsible for guiding Plaid’s most strategic customers and partners as they integrate with Plaid solutions. In this role, you will be responsible for the implementation phase and ensure new Credit customers are properly onboarded and the Plaid solution is successfully implemented and launched, which is crucial for customer success as the integration often forms the foundation of their platform. Members of the Implementation team are expected to manage multiple implementations / customers and partners simultaneously, and to stay up to date on Plaid’s technology and new product offerings.

Requirements

• 5+ years of experience in a client facing and / or technology focused role where business experience and technical acumen was combined.
• Experience working with Credit and Enterprise customers is strongly preferred
• Experience traveling onsite and leading effective in-person meetings (kickoff, technical integration reviews, pre- and post- launch support)
• Experience managing and executing complex technical projects with a customer-first attitude and a strong sense of empathy
• Excellent project management and communication skills with a strong ability to provide technical details to both technical and non-technical audiences
• Experience working with APIs, OAuth, webhooks, etc.
• Proven ability to quickly learn new technologies and understand complex systems (APIs, databases, reporting tools, etc.)
• Strong troubleshooting and problem solving skills with a continuous desire to improve technical acumen
• Experience working cross functionally with different teams and types of people
• Ability to influence both internal and external stakeholders across different functions and organizational levels
• Ability to work under pressure to meet deadlines and navigate unexpected roadblocks

Responsibilities

• Work with Plaid’s most strategic customers to build out applications and / or platforms across a variety of verticals across consumer lending, mortgage, wealth management, financial management, account opening, student loan refinancing, property tech as well as other uses cases
• Own all aspects of the customer engagement, including technical scoping and design (i.e. creating architecture diagrams, sharing example code), project management (i.e. tracking progress and holding customers accountable to key milestones), creative problem solving, establishing customer success metrics and defining long-term strategy
• Serve as a trusted advisor and lead point of contact throughout the implementation phase; establish and own correspondence with technical stakeholders from Project and Product Managers, to Engineers to senior leadership
• Lead effective onsite, in-person meetings as needed throughout the implementation phase (i.e. kickoff, technical integration reviews, pre- and post- launch support)
• Partner with Account Executives, Sales Engineers, Account Managers and Technical Account Managers to support customers in building out end to end workflows that align with Plaid’s technical best practices
• Work cross-functionally to improve the customer onboarding experience by collecting and translating customer and partner feedback into meaningful product insights for our Product and Engineering teams
• Build repeatable playbooks and a refined implementation motion to drive implementation efficiency

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed