This job is closed
Applications are no longer available for this announcement. Explore current related opportunities below.
Job description
Head of Implementation and Customer Success
Full Time Opportunity
5 days a week
NYC. NY
Local Candidates only
We are seeking a meticulous and driven leader to join as the Head of Customer success. This individual is responsible for ongoing customer care services. Reporting to the COO, this individual is responsible for developing strategies and building processes to deliver customer services to help customers in our Managed Services platform. This is an opportunity to join a dynamic team of experienced professionals who are developing disruptive data sharing and API products in the open Financial Data space.
Responsibilities
Lead and manage implementation of new business end-to-end after verbal award, maintaining communication throughout the course of the project to meet customer expectations.
Operate in an innovative startup environment as a key part of a highly skilled product engineering team and manage the Implementation and customer success team
Plan, lead, organize and control multiple project initiatives in accordance with approved scope and schedule
Lead delivery of consulting, education, implementation services and problem resolution to our customers, overseeing resource management, project delivery and operational success metrics.
Engage Sales, Solutions and Operations to validate new business scope as it pertains to customer contract documents, technical specifications, and data analytics to ensure correct technologies are selected to support customer requirements
Translate business requirements into a robust, scalable design and drive proper change control through the life cycle of the project
Be accountable for services financial goals and metrics, including revenue, client retention, gross margins, and utilization.
Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects.
Build and scale service operations (i.e., people, process, systems, and tools) to deliver a best-in-class customer experience while building an effective and efficient delivery methodologies
Engage in all aspects of the engineering of the product, e.g., monitoring, security, performance etc.
Serve as first line decision maker for the business including developing ramp up plans and schedules that meet customer requirements while also identifying risks and developing mitigation plans
Provide day-to-day direction to cross-functional implementation and support teams and best practices to the customers to support them in their environment.
Analyze information from customer environments on server, network infrastructure and applications to effectively advocate customer needs and feedback internally to inform product vision and roadmap.
Required Qualifications
Bachelor's Degree in Computer Science or Engineering (or equivalent work experience)
Management experience within financial product development
Hands on role
Experience with AWS, Azure, or GCP
Proficiency in Core Java programming language
Proficiency building RESTful interfaces using Java (REST/JSON)
10+ years as a Solution Engineer (preferred), Implementation Consultant, or Support Engineer or Software Developer with experience leading projects and/or working with customer
Passion for working with customers and delivering solutions
Excellent communication skills, written and presentation
Ability to prioritize and problem-solve in a fast-paced environment and collaborate cross-functionally to deliver the maximum value to customers
Excellent time management and organizational skills
Availability to travel up to 25% within the US
Fintech experience
Experience with data analytics to provide business insights
Experience collaborating with project managers internally and externally
Knowledge of cloud architecture and deployments
Consulting experience in the software industry
Experience with Project Management and planning
Security framework knowledge e.g., OAuth 2.0
Financial services messaging standards
#J-18808-Ljbffr
Worksite address
new york, NY, 10261, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.