Implementation & Customer Success Specialist

Core Responsibilities:

Pre-Sales (25%)

Support sales team in client-facing pre-sales activities, acting as a trusted partner to prospects.
Assist in preparing demos, presentations, and technical documentation to help secure client sign-ups.
Collaborate with senior specialist to understand client requirements and translate them into actionable solutions.
Implementation (25%)

Assist in the implementation of iPiD’s solutions, ensuring smooth onboarding and integration for clients.
Work with clients to gather requirements and support technical setup, focusing on APIs and workflows.
Coordinate with Technology and Product teams to support integration tasks and troubleshoot basic issues.
Document lessons learned and contributed to internal knowledge-sharing resources.
Customer Success (50%)

Serve as a primary point of contact for clients post-implementation, fostering long-term relationships and client satisfaction.
Deliver ongoing training, enablement sessions, and best-practice guidance to help clients maximize the value of iPiD’s solutions.
Monitor client usage data and feedback to identify pain points, opportunities for improvement, and potential expansion.
Proactively identify and escalate client issues or risks to senior team members before they impact client experience.
Support retention and advocacy efforts by ensuring clients achieve measurable success with iPiD’s solutions.
Requirements
Minimum 2 years of experience in client-facing/customer success roles preferably within the fintech or financial services sector
At least 1 year of experience working with APIs and web-based software (SaaS)
Strong understanding of software development lifecycle and technical implementation processes
Strong pre-sales and client relationship management experience, beyond ticketing or customer service.
Familiarity with APIs, databases, and cloud technologies
Proficient in project management tools and methodologies
Excellent problem-solving skills and a customer-first approach
Strong communication skills in English, with the ability to communicate technical concepts to non-technical stakeholders effectively
Ability to manage multiple projects and priorities simultaneously
Demonstrated ability to manage multiple customer relationships simultaneously
Driven and proactive with a strong attention to detail
Self-starter with the ability to work independently while being a reliable and collaborative team player
Experience working in a globally distributed start-up or high-growth environment is a plus
Applicants must have valid work authorization for the location in which this position is based.