About the company
Stitch is a payments infrastructure company on a mission to make it easier for enterprise businesses to connect to the financial system and build better experiences for their customers. We are expanding the team to enable Stitch to broaden our product offering and extend our geographical footprint.
Job Summary
Responsibilities
šWork closely with the sales, customer success, onboarding and product/engineering teams to understand the customer use-case, technical environment and ensure a smooth implementation of the Stitch API šWork closely with operational teams (Fraud, Support, Finance etc) to ensure a smooth transition from implementation and go-live to BAU šOwn the pre and post-sale technical implementation processes by acting as a bridge between sales, onboarding, engineering and customers. šSupport and Educate customers on the Stitch API, functionality, product and the technology involved in order to ensure šA smooth implementation taking operational concerns and previous pain points into account šAn easy architectural or technology review and approval process found in most enterprises šA great customer and developer experience Industry best practices are adhered to šDefine and monitor quarterly goals of the solutions team šPrioritise customers based on business context and proactively manage relationships to delight customers at various touch points along the sales, implementation and growth process šUse customer and industry insights to help inform product and technology decisions. šIdentify areas where we could assist customers further (e.g. other use cases) and liaise with sales if the product needs to be expanded. šManage and Mentor team members to grow within the Solutions function šAlongside all elements of the above šDevelop tools and solutions to improve developer experience (DevX) eg. Docs, IDEās, SDKās, Open Source Demos, plugins and more šDevelop bespoke integrations for key customers using Stitch šGuide customers through the technical integration process, starting from testing all the way through to go-live šAnswer client technical product questions e.g.. constraints, requirements, integration stack, recommendations šAdvise technical solutions for prospective and new customers planning to integrate Stitch, including demoāing and showcasing the product integration process šDefine, produce, and evolve platform and tooling to support smooth integration processes across all acquisition channels and various types of customers lead error management and technical investigations during integration, and answer Stitch related product integration queries (API documents, testing, go-live preparation) šMonitor & Create customer metrics alongside to proactively detect any integration, degradation or conversion issues šPerform Quality Assurance reviews (QA) and User Acceptance Testing (UAT) during go-live phases šHost client integration workshops, code review workshops and check-ins to advise customers on best practices during technical integration process šWork with our product & engineering teams to translate prospect feedback into meaningful product insights
Requirements
š8+ years in a customer-facing role. šLeadership and organisational management experience. šA track record of success in technology innovation, architecture and management šBachelorās degree in Computer Science or equivalent working experience šEmpathy for customer objectives and pain points (i.e. the ability to walk in a customer's shoes and understand their biggest problems). šPrevious customer-facing experience (advantageous: in a technical sales role) šAbility to quickly understand new technologies and complex concepts quickly (advantageous: a track record of success in financial technology or technology startup) šHands on technical experience building software