Implementation Specialist – Credit

About the Role

Day-to-day, the Implementation Specialist will own all aspects of customer engagement, from technical scoping and design to project management and creative problem-solving. This involves creating architecture diagrams, sharing example code, tracking progress, and holding customers accountable to key milestones. The ability to establish and maintain strong relationships with technical stakeholders, including project and product managers, engineers, and senior leadership, is essential.

As part of the Implementation team, the specialist will contribute to driving implementation efficiency by building repeatable playbooks and refined implementation motions. This role offers the opportunity to work cross-functionally with different teams, including 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.

What You Will Do

• Work with Plaid's most strategic customers to build out applications and platforms across various verticals, including consumer lending, mortgage, wealth management, and more.
• Own all aspects of the customer engagement, including technical scoping and design, project management, 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, establishing and owning correspondence with technical stakeholders.
• Lead effective onsite, in-person meetings throughout the implementation phase, such as kickoff meetings, technical integration reviews, and pre- and post-launch support.
• Partner with internal teams to support customers in building out workflows that align with Plaid's technical best practices.
• Collect and translate customer and partner feedback into meaningful product insights for the Product and Engineering teams.
• Build repeatable playbooks and refined implementation motions to drive implementation efficiency.
• Stay up-to-date on Plaid's technology and new product offerings to provide the best possible solutions to customers.
• Manage multiple implementations and customers simultaneously, prioritizing tasks and responsibilities effectively.

What We Are Looking For

• At least 5 years of experience in a client-facing and/or technology-focused role, combining business experience with technical acumen.
• Experience working with Credit and Enterprise customers is strongly preferred, with a deep understanding of their needs and challenges.
• Proven experience in managing and executing complex technical projects with a customer-first attitude and a strong sense of empathy.
• Excellent project management and communication skills, with the ability to provide technical details to both technical and non-technical audiences.
• Experience working with APIs, OAuth, webhooks, and other related technologies.
• Strong troubleshooting and problem-solving skills, with a continuous desire to improve technical acumen.
• Ability to influence both internal and external stakeholders, ensuring alignment and successful project outcomes.
• Experience working cross-functionally with different teams and types of people, fostering a collaborative and inclusive environment.

Nice to Have

• Experience with Excel and other data analysis tools for reporting and data-driven decision-making.
• Knowledge of financial institutions and the fintech landscape, including trends and innovations.
• Certification in project management or a related field, demonstrating expertise and commitment to best practices.
• Experience with cloud-based technologies and platforms, enhancing scalability and flexibility.

Benefits and Perks

• Competitive compensation package, reflecting the value placed on this critical role.
• Opportunities for professional growth and development, including training and mentorship programs.
• Collaborative and dynamic work environment, fostering innovation and creativity.
• Flexible working hours and remote work options, supporting work-life balance and autonomy.
• Access to cutting-edge technologies and tools, ensuring the specialist stays at the forefront of industry developments.
• Comprehensive health insurance and benefits package, prioritizing the well-being of employees and their families.
• Generous PTO policy, recognizing the importance of rest and rejuvenation.
• Participation in company-wide events and activities, promoting team bonding and camaraderie.

• Develop a strong understanding of Plaid's Credit solutions and how they integrate with various financial institutions and platforms.
• Enhance your project management skills, focusing on tools like Asana, Trello, or similar, to effectively manage multiple implementations simultaneously.
• Prepare to provide specific examples of complex technical projects you've managed, highlighting your problem-solving skills and customer-facing experience.
• Familiarize yourself with Plaid's technology and product offerings, demonstrating your ability to quickly learn new technologies and understand complex systems.
• Emphasize your ability to work cross-functionally, giving examples of successful collaborations with different teams and stakeholders in previous roles.
• Showcase your analytical skills, particularly with tools like Excel, and your ability to translate data into actionable insights for customers and internal teams.
• Be ready to discuss your experience with APIs, OAuth, and webhooks, and how you've applied these technologies in previous roles to drive project success.