Implementation Specialist

Prove • Chicago, NY

21h • Remote

About The Position

As an Implementation Specialist, you have a technical background and passion for supporting customers during implementation. You will be responsible for configuring all clients on Prove’s platform during the implementation phase and ensuring a smooth setup and communication. You will work directly with our Integration Engineers and offer technical help to assist them as time permits. You will partner closely with our Implementation Project Management, Technical Account Management, and Customer Success groups during the configuration of our clients for both staging and production environments. The ideal candidate will have experience troubleshooting technical integration issues via ticketing systems, as well as generate test data and test cases to facilitate customer testing on live calls with clients. You will also manage customers’ access to staging and production environments. To succeed in this role, you should enjoy technical configuration and setup, problem solving and delighting customers. Additionally, you will help continuously improve the implementation and integration tools and processes, and experience to work with key internal teams and enhance our platforms and products.

Requirements

• Technical background with 1-3 years client facing support via ticketing or face to face interactions
• 1-3 years experience with Splunk or equivalent
• 3+ years experience with SaaS APIs, HTTP/S, JSON, XML, & Postman
• Ability to explain technical concepts to non-technical audiences
• Excellent attention to detail and organizational skills
• Strong analytical and problem solving skills
• Must be able to handle various tasks simultaneously, organize, prioritize, make decisions and work efficiently and effectively under deadlines
• Proficient in learning and understanding software applications quickly
• Experience with Salesforce or similar ticketing system required
• Excellent verbal and written communication skills
• Passionate about customer service and best in class onboarding experience
• Experience at a SaaS company required
• Experience in the Identity/Fraud space is a plus!

Responsibilities

• Works collaboratively with the Implementation Project Management, Onboarding Managers, Integration Engineers, and Sales Engineering teams to effectively and accurately configure new clients on our SaaS platform in staging and production environments
• Ownership of ongoing configuration updates as needed with Product releases
• Proactively engaging internal team to resolve any ambiguous configurations or conflicting instructions to promptly address and resolve onboarding issues
• Issuing partner credentials for all environments in a timely and secure manner
• In addition to initial configuration, the Implementation Specialist configures test data and test cases via our administrative system for use by onboarding clients during development
• Responding to internal and external client tickets in a timely manner adhering to any and all contractual SLAs
• Provide excellent written and verbal communication with our internal and external clients
• Clearly documenting client configurations and ensuring full alignment between customer configuration and documentation, that documentation is up to date and reliable
• Become a subject matter expert on our platform and configuration capabilities, options, and best practices
• Documenting internal processes for team knowledge base and use for future team members
• Act as the primary point of contact for internal questions regarding client configurations
• Aid in identifying and helping to resolve client challenges during implementation due to configuration
• Supporting Integration Engineers troubleshooting workload as availability allows
• Strong passion for learning about our products and markets through in-house and external training.

Benefits

• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
• Modern Health for financial, mental, and physical wellness
• 401(k) Retirement Plan & Match (US Offices) and Local Country Pension (International Offices)
• Unlimited Vacation and Flexible hours
• Comprehensive medical benefits for you and your family
• Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement)
• Bottomless snacks & beverages for certain office locations
• Daily GrubHub stipend for lunch if coming into the office (US Offices)
• A great place to work and connect with other talented Provers like yourself!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees