Implementation Specialist – Enterprise

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.

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Implementation Specialists are responsible for guiding Plaid’s most strategic customers and partners as they integrate with Plaid solutions. In this role, you will be responsible for the implementation phase and ensure Enterprise customers are properly onboarded and the Plaid solution is successfully implemented and launched, which is crucial for customer success as the integration often forms the foundation of their platform. Members of the Implementation team are expected to manage multiple implementations / customers and partners simultaneously, and to stay up to date on Plaid’s technology 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 across lending, wealth management, financial management, account opening, student loan refinancing, fraud detection, property tech, healthcare, and billpay uses cases

• Own all aspects of the customer engagement, including technical scoping and design (i.e. creating architecture diagrams, sharing example code), project management (i.e. tracking progress and holding customers accountable to key milestones), creative problem solving, establishing customer success metrics and defining long-term strategy

• Serve as a trusted advisor and lead point of contact throughout the implementation phase; establish and own correspondence with technical stakeholders from Project and Product Managers, to Engineers to senior leadership

• Lead effective onsite, in-person meetings as needed throughout the implementation phase (i.e. kickoff, technical integration reviews, pre- and post- launch support). 

• Partner with Account Executives, Sales Engineers, Account Managers and Technical Account Managers to support customers in building out end to end workflows that align with Plaid’s technical best practices

• Work cross-functionally to improve the customer onboarding experience by collecting and translating customer and partner feedback into meaningful product insights for our Product and Engineering teams

• Build repeatable playbooks and a refined implementation motion within the Enterprise segment to drive implementation efficiency

Qualifications

• 5+ years of experience in a client facing and / or technology focused role where business experience and technical acumen was combined

• Experience working with Enterprise-level customers 

• Experience traveling onsite and leading effective in-person meetings (kickoff, technical integration reviews, pre- and post- launch support)

• Experience managing and executing complex technical projects with a customer-first attitude and a strong sense of empathy

• Exceptional project management and communication skills with a strong ability to provide technical details to both technical and non-technical audiences

• Experience working with APIs, OAuth, webhooks, etc. 

• Proven ability to quickly learn new technologies and understand complex systems (APIs, databases, reporting tools, etc.) 

• Strong troubleshooting and problem solving skills with a continuous desire to improve technical acumen

• Experience working cross functionally with different teams and types of people

• Ability to influence both internal and external stakeholders across different functions and organizational levels

• Ability to work under pressure to meet deadlines and navigate unexpected roadblocks with ease

• Ability to travel up to 25% of time

Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid!

Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com.

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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.