Implementation Specialist

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.

As Implementation Specialists, we are responsible for guiding and helping Plaid’s most strategic customers and partners integrate with Plaid solutions. We work closely with both Account Executives and Account Managers, in addition to many other internal teams such as Sales, Product, and Support. In this role, you will be responsible for the implementation phase in the customer lifecycle and ensure net-new Enterprise Plaid customers are properly onboarded and our solution is implemented and launched successfully. This stage is incredibly important in the success of our customers, as for many, their Plaid integration is the foundation of their application and / or platform. 

You will be a highly visible technical and product expert in Plaid's offerings, working with some of Plaid’s largest and most strategic customers in the Enterprise segment to answer their technical product and integration questions. You’ll approach every engagement with a consideration for long term strategy and use creative problem solving and project management skills to keep customers on track to launch. When technical issues arise, you’ll leverage internal tools, teams, and resources to ensure customers meet their milestones. You will support customers as they test, pilot and ultimately launch their Plaid integrations. Members of the Implementation team are expected to manage multiple implementations / customers and partners simultaneously, and to stay up to date on Plaid’s technological improvements and new product offerings. 

• Work with Plaid’s most strategic Enterprise customers to build out applications and / or platforms across a variety of different verticals and use cases including (but not limited to), lending, wealth management, financial management, account opening, student loan refinancing, fraud detection, property tech, healthcare, billpay, etc. 
• Serve as the trusted advisor and lead point of contact for customers throughout the implementation phase, tracking progress towards and holding customers accountable to key milestones to ensure successful and timely launches
• Own all aspects of the customer engagement, including technical support, project management, customer success, creative problem solving, long-term strategy, etc.
• Establish and own correspondence with every level of technical stakeholder from Project and Product Managers, to Engineers to senior leadership during the implementation period. This includes actively communicating via multiple channels including Slack, email, and recurring meetings.
• Partner with Account Executives, Account Managers and Technical Account Managers to support customers in building out end to end workflows that align with Plaid’s technical best practices
• Support ongoing testing efforts by troubleshooting and providing technical insights
• Work cross-functionally to improve the customer onboarding experience as they build with Plaid, collecting and translating customer and partner feedback into meaningful product insights for our Product and Engineering teams
• Ensure a streamlined handoff to the Account Team upon completion of the implementation phase
• Focus on building a refined and repeatable implementation motion within the Enterprise segment to drive implementation efficiency

• 7+ years of experience in a client facing and / or technology focused role where business experience and technical acumen was combined
• Experience working with Enterprise (or similar level of complexity) customers 
• 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

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.

Please review our Candidate Privacy Notice here.