Implementation Engineer

Implementation Engineer

Requirements

• A minimum of 1-3 years of work experience in a customer-facing role (e.g. Implementation Manager, Customer Success Manager, Onboarding Specialist, Solutions Engineer, and Technical Project Manager)
• Close cross-functional collaboration with engineering and product
• Excellent written and verbal communication skills, including the ability to communicate complex technical and business concepts to technical and non-technical personas
• Experience with APIs, web development, and writing scripts to build internal tools (e.g. bash scripting, Python, SQL, and Ruby)
• Project management experience, you set realistic execution expectations and ensure timely project delivery.
• You’re an action-oriented and organized self-starter who isn’t afraid to get scrappy to solve customer issues – you have a strong work ethic and are committed to excellence
• You have a growth mindset – you are coachable, enjoy learning, are comfortable with ambiguity, and can be flexible in your thinking
• You’re good at multitasking, prioritizing effectively across a wide variety of tasks and evaluating situational urgency – you thrive under pressure and enjoy clarifying ambiguous situations
• You have a proven track record of synthesizing customer feedback to provide helpful feedback to cross-functional partners and drive product improvements.
• You have a deep interest in understanding customer needs and are excited to become an expert on Persona’s product.

Responsibilities

• Be the customer’s technical point of contact through their initial implementation with Persona. You’ll understand their business and technical needs, and help craft customized solutions to drive long-term value.
• You’ll be a primary player during onboarding and integration, in some instances, partnering with the Customer Success team to ensure the customer’s technical success as they implement with our platform.
• Project manage multiple active implementations from a variety of use-cases and technical scope, while partnering with customer teams of different size and complexity.
• Conduct and lead project kickoffs, discovery sessions, training workshops, escalation calls, and ad hoc meetings as needed.
• Build a deep understanding of customers’ business problems, technical requirements, and success criteria so you can empower them to solve complex business problems.
• Apply your deep technical and customer knowledge to help iterate on and improve internal and external processes. You’ll be a trusted advisor – relaying trends and insights from customers to Persona, and from Persona to the customer.
• Update and maintain technical documentation, change logs, and other scalable resources to improve the customer experience during onboarding and drive self-serve customer education.
• Engage with Product, Engineering, and Growth teams to incorporate and prioritize customer feedback to inform the roadmap.
• You will automate processes, and take innovative approaches to problem-solving that will have the power to help shape internal and external decision-making.

Preferred Qualifications

• Bonus points for experience in the compliance, identity verification, and/or fraud space