What are the responsibilities and job description for the Implementation Specialist position at Plaid Inc?
We work with customers to help them build and scale the best applications on top of Plaid.
We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam.
As Implementation Specialists, we are responsible for guiding and helping Plaid’s most strategic customers and partners integrate with Plaid solutions. We work closely with both Account Executives and Account Managers, in addition to many other internal teams such as Sales, Product, and Support. In this role, you will be responsible for the implementation phase in the customer lifecycle and ensure net-new Enterprise Plaid customers are properly onboarded and our solution is implemented and launched successfully. This stage is incredibly important in the success of our customers, as for many, their Plaid integration is the foundation of their application and / or platform.
You will be a highly visible technical and product expert in Plaid's offerings, working with some of Plaid’s largest and most strategic customers in the Enterprise segment to answer their technical product and integration questions. You’ll approach every engagement with a consideration for long-term strategy and use creative problem-solving and project management skills to keep customers on track to launch. When technical issues arise, you’ll leverage internal tools, teams, and resources to ensure customers meet their milestones. You will support customers as they test, pilot, and ultimately launch their Plaid integrations. Members of the Implementation team are expected to manage multiple implementations / customers and partners simultaneously and to stay up to date on Plaid’s technological improvements and new product offerings.
Responsibilities
- Work with Plaid’s most strategic Enterprise customers to build out applications and / or platforms across a variety of different verticals and use cases including (but not limited to), lending, wealth management, financial management, account opening, student loan refinancing, fraud detection, property tech, healthcare, billpay, etc.
- Serve as the trusted advisor and lead point of contact for customers throughout the implementation phase, tracking progress towards and holding customers accountable to key milestones to ensure successful and timely launches.
- Own all aspects of the customer engagement, including technical support, project management, customer success, creative problem solving, long-term strategy, etc.
- Establish and own correspondence with every level of technical stakeholder from Project and Product Managers to Engineers to senior leadership during the implementation period. This includes actively communicating via multiple channels including Slack, email, and recurring meetings.
- Partner with Account Executives, Account Managers, and Technical Account Managers to support customers in building out end-to-end workflows that align with Plaid’s technical best practices.
- Support ongoing testing efforts by troubleshooting and providing technical insights.
- Work cross-functionally to improve the customer onboarding experience as they build with Plaid, collecting and translating customer and partner feedback into meaningful product insights for our Product and Engineering teams.
- Ensure a streamlined handoff to the Account Team upon completion of the implementation phase.
- Focus on building a refined and repeatable implementation motion within the Enterprise segment to drive implementation efficiency.
Requirements
126,360.00 - $189,000.00 per year
Target base salary for this role is between $126,360 and $189,000 per year. Additional compensation in the form(s) of equity and / or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
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Salary : $126,360 - $189,000
