Job details

Technical Implementations & Support Manager

About Us

Herald builds digital infrastructure for commercial insurance. Today we provide developers a single API to get quotes for insurance products from multiple carriers. Tomorrow we want to build anything that helps developers connect their applications to the insurance ecosystem. We think buying insurance should be as easy as buying anything else online and we want your help!

We’re a team of insurtech veterans with experience at At-Bay, Kin, Semsee, and Insurify. We’ve raised our Series A funding from top-tier VCs (Lightspeed, Brewer Lane, Afore, Underscore) along with a panel of insurtech founders (At-Bay, Marble), insurance executives (CRC), and early employees of other successful API infrastructure companies (Plaid, Alloy, Stytch).

The Role

We are seeking a Technical Implementations & Support Manager to lead and oversee the successful deployment and integration of APIs while providing technical assistance to clients and internal teams. You will be responsible for guiding and supporting our strategic clients and partners throughout the implementation process, and accelerate the time it takes to bring them to activation. You’re a great fit for the role if you possess both strong technical expertise and exceptional project management and client communication skills. You will work closely with cross-functional teams, including developers, product managers, and client stakeholders, to ensure seamless implementation of APIs and provide support throughout the customer life cycle.

We know things change quickly at a startup our size. You’re the right person for this role if you’re also excited to figure out what challenges we should solve next and to lead us in solving them. We want you to help us chart a course to transform a trillion-dollar industry.

Responsibilities:

Project Management:

Plan, coordinate, and manage the end-to-end implementation of API integrations by developing detailed project timelines, milestones and deliverables, and ensuring customer projects are completed on time and within scope
Manage risks and dependencies, proactively addressing challenges and delays while ensuring the highest level of quality is maintained and provided to our customers throughout the implementation lifecycle
Facilitate communication between technical and non-technical teams to align project goals and expectations

API Implementation:

Collaborate with clients and internal teams to define technical requirements and scope for API integrations
Coordinate with developers to build, test, and deploy APIs to align with technical specifications and business goals

Customer Support:

Provide technical guidance, troubleshooting, and issue resolution to ensure client satisfaction

Solutions Consulting:

Collaborate with clients to understand their business needs, challenges, and objectives and identify opportunities where our solutions can deliver measurable value
Act as a subject matter expert on product capabilities and integration within the customer environment

Cross-Functional Collaboration:

Conduct regular check-ins with customers to uncover their pain points, and bring those customer and product insights to our internal team
Partner with Account Executives and our Product, Integrations, and Engineering teams to deliver a seamless customer experience, and ensurie our implementations meet quality standards
Share customer insights and feedback to influence go-to-market strategy and product improvements

What you bring

5+ years of experience in technical project management, software implementation, or a similar role, PMP Certification is a plus!
An understanding of implementation success and best practice within the B2B SaaS space, industry experience within insurance, insurtech, financial services, fintech, or similar is a plus!
Expertise of working with enterprise clients and working on large, complex solution builds
Proven experience managing API integrations
Strong understanding of API architecture, authentication protocols, and familiarity with API management tools such as Postman
Experience with Agile methodologies, Scrum frameworks, and tools like Jira, Trello, or Asana
Ability to manage multiple projects simultaneously and deliver under tight deadlines
Excellent problem-solving, analytical, and troubleshooting skills
Strong technical expertise and the ability to translate complex technical concepts and requirements into clear and actionable solutions
Strong verbal and written communication abilities, with the capability to build rapport with clients and team members
High level of organization and attention to detail
Experience creating a high value customer experience

What we bring

💰 Competitive compensation packages based on experience
📈 Company equity
🌐 Hybrid-flexible company based in New York City
✈️ Relocation stipend (if you want to join us in the Northeast)
🌛 Quarterly in-person meetups (on the company)
🏝 20 days of PTO (that roll over) + 12 company holidays + 5 sick days
💊 Quality health, vision, and dental insurance
🚆 Pre-tax commuter benefits to be used towards parking & transit costs for those working hybrid in our offices
👵 401K plan
🏠 $500 additional home office stipend (beyond the standard equipment)
👨‍👩‍👧‍👦 Parental leave for all kinds of parents (including adoption and foster care)
🏃‍♀️ An agile and motivated team

Full compensation packages are determined based on candidate experience. Please note that some roles may include variable compensation (such as commission, bonuses, and/or equity) that are not outlined here. This range is depicting base pay only. Any variable compensation will be discussed throughout the hiring process.

New York Pay Range

$150,000—$170,000 USD

Additional information

Diversity, equity, and inclusion are featured prominently in our company's values which you can read about below. Please reach out if you would benefit from any assistance throughout the application or have suggestions about how we can make our process more accessible and inclusive to all people.

One more note: We want to build an incredible team. As a result, we make a point of being open to surprising candidates who are the right person even though their experience doesn't exactly match up to our job description. Our job descriptions are gestures, not strict criteria. If you think you would be a great addition to our team, but might not fit the criteria perfectly, we still encourage you to apply! We recognize there are many transferable skills and traits that we may not have captured in this description and welcome all interested candidates to apply.

Life at Herald

We're just getting started and building our culture with purpose every day. One of the joys of joining a small company early is that you get to build that culture too. Come join us and help us make Herald an (even more) amazing place to work!

Actions we value

There are many actions that we hope for and even demand from members of our team: communicating honestly, working hard, behaving with integrity. These are expectations. But we value these five actions above and beyond the level of "baseline expectation." We believe that if we excel at these, our business will thrive. We’re betting the company on it.

Create a shared reality.

We each articulate the facts, assumptions, questions, and fears we hold about our business. We listen to and learn from others. We create a shared set of information before making decisions.

Get better every day.

We constantly seek ways to improve ourselves. We provide each other candid feedback coupled with support to elevate those around us. We refine how we work together to become more effective as a team.

Respect one another.

Our actions impact real people with distinct lives. We take the time to understand their perspectives and act in accordance with their humanity.

Build a diverse, equitable, and inclusive community.

We thrive when our team has a variety of lived experiences, values each other for their unique perspectives, and shares equitably in our mutual success. We invest in building an inclusive community for people who are oppressed because of their race, ethnicity, age, religion, gender expression, sexual orientation, physical ability, or socio-economic class.

(Remember that) we make the rules.

We once created the ways we work and therefore can change them. We do not default to momentum. We challenge ourselves to deconstruct the status quo and create a better future.

Average salary estimate

$160000 / YEARLY (est.)

min

max

$150000K

$170000K

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