Implementation Manager

Signifyd leads the world in bringing the insights, innovation and compassion required to foster fearless commerce in a time of increasing digital threats. Working with some of the industry's most recognizable retailers and brands, we are focused on using technology to enhance customer lifetime value and protect enterprises from fraud so they can focus on growing their business.
We process billions in ecommerce transactions annually through our Commerce Network of thousands of merchants selling in more than 100 countries. We focus every day on harnessing machine learning and artificial intelligence in more powerful ways to maximize our customers' revenue and their security. None of that happens without the right people.
Our team's strength is in its diversity and its acceptance of new ideas and new ways to look at old challenges. We are dedicated disruptors designing a new world of commerce at scale. We know humans are not one-dimensional and we celebrate the uniqueness each individual brings to the problems we solve and the culture we create.
As an Implementations Manager, you are responsible for the successful onboarding of Signifyd customers. You will work cross-functionally with multiple internal teams to employ Signifyd's Implementation Methodology and best practices and ensure timely integrations with high client NPS/CSAT scores. As the client's first Customer Success touch point during implementation, you will play a critical role in ensuring a world-class onboarding experience.
**Responsibilities**:
- Work with customers on Signifyd extensions (e.g., VTEX, Shopify, BigCommerce, Magento) to bring them live
- Upgrade and convert existing customer expansion opportunities in both SMB and Enterprise spaces
- Provide Signifyd training to customers, accurately representing the product as well as the services offered by Signifyd
- Own timely delivery of key client integration milestones and success criteria
- Collaborate with internal Signifyd teams to swiftly escalate and resolve any integration roadblocks, communicating resolutions to team members and to the customer
- Communicate integration status to key client stakeholders and document progress toward milestones
- Embody Signifyd values and serve as a role model for team members across Customer Success
- Technically manage a portfolio of our customers in region, working closely with our Customer Success team and leadership in region to ensure the customers needs are met
- Analyze and identify key fraud trends and provide solutions based on those trends to our top tiered merchants
- Measure and achieve CSAT expectations for assigned customer implementations
- Document best practices for internal utilization and leverage customer testimonials to create more efficient implementation processes
- Keep a clean onboarding portfolio with regular and transparent updates kept in CRM systems
- 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.
**Requirements for position**:
- Portuguese and English
- 1-3 year of technical experience with implementing SaaS solutions. This can be in any Customer Success role (e.g. Support, Client Management, Implementation, etc...)
- Demonstrated passion for e-commerce or technology services
- Ability to work quickly and pull insightful insights from Excel and Looker
- Excellent written communication and presentation skills
- Timely responses to external and internal stakeholders
- Resourceful, detail-oriented when needed, highly organized and creative
- Background in eCommerce, financial/payment systems, fraud mitigation and/or data science is a big plus
- Experience with JSON, Python, APIs, PHP and/or other web, programming, scripting tools
- Strong self-sufficient work ethic
- Ability to examine complex situations, develop associated action plans and guide peers towards achieving key goals
- Creative, resourceful, detail-oriented, and highly organized (time tracking, juggling multiple tasks, etc.)
- Strong project management skills (coordinating, project management, resource management, delegation, follow-through, etc.)
- Bonus if you have a demonstrable background in payments, fintech, or fraud. Nice to have, not necessary
LI-Remote

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