Job description
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As a Senior Technical Account Manager, you are responsible for the successful onboarding of Signifyd’s customers, as well serving as the post-sales technical advisor to key Latin American merchants. You will work cross-functionally with multiple internal teams to employ Signifyd’s implementation methodology and ensure timely integrations. As the merchant’s technical contact and at times the first touchpoint for technical topics, you will play a critical role in ensuring a world-class onboarding experience for new clients, as well as serve as the technical account manager for major customers. The portfolio of your customers will include all sizes from medium-sized businesses in the SMB space, to larger Enterprise merchants in Latin America.
Responsibilities:
- Integrate customers utilizing various partners and platforms. These include customized OMS / eCommerce API integrations as well as VTEX, Shopify, Magento, Big Commerce and NetSuite 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.
- Partner closely with our customer success team as the go-to person for main technical needs, both in the integration phase, as well as in post-sales activities.
- 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. Many integrations will have bespoke requirements and milestones and success criteria. Your responsibility is to identify and clearly define those milestones and ensure they are achieved.
- Leverage customer testimonials to create more efficient implementation processes
- 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
- 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
- Build strong relationships with our internal products team to provide feedback and guidance on our product’s satisfaction of user needs.
- 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:
- A clear understanding of API terminology (e.g., GET, POST, PUT, JSON, Webhook, Listeners..) and tools (e.g., Postman, Github, etc…)
- Experience with JSON, Python, APIs, PHP, and/or other web, programming, scripting tools
- Proficiency with reporting tools (Looker), troubleshooting tools (Postman, SQL) and management tools (Salesforce)
- 4 years of technical experience with SaaS solutions.
- Ability to examine complex situations, develop associated action plans, and guide peers towards achieving key goals
- 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
- Fluent English
- Background in eCommerce, financial/payment systems, and/or fraud mitigation is desirable.
- Spanish language proficiency is desirable.
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