Title and Summary
Manager, Product Integration
Overview
The Product Integrations & Customer Success Manager will have the responsibility of leading all activities related to the customer’s integration from the final stages of the sales process to go live. This customer-facing position plays a key role in supporting Tier 1 strategic accounts and/or complex integrations by partnering with the sales and account management teams to successfully integrate Ethoca products.
Our ideal candidate is someone who wants to combine their problem solving and communication skills to deliver exceptional experiences for our customers. They can ask the right questions to understand our customer’s needs and then recommend the best integration solution, build a plan, and stick to it. This person also constantly looks to find a better way to get things done and thrives in a fast paced and dynamic environment. If this ignites the spark in you and you have the skills we’re looking for, please keep reading.
This role will also have indirect people management responsibility acting as a peer coach and mentor to the Sr. Analyst and Analyst roles on the team. In regional markets, they may also be required to perform day to day oversight of the team and the training of new team members.
Role
• Own the end-to-end customer onboarding experience. Gather requirements, scope, configure systems and run functional testing to get the client production ready.
• Create a positive customer service experience by understanding and meeting customer needs quickly and professionally.
• Review current business and customer processes; identify and recommend new integration solutions that meet these requirements, improve customer and/or operational experience, and do so in a consultative way.
• Partner with our Sales and Account Management team by providing product and technical expertise during the pre-sales and sales process.
• Act as a conduit between internal and external stakeholders while successfully managing expectations and competing demands.
• Run online product demonstrations and customer training.
• Develop and maintain expertise on all internal systems and onboarding processes.
• Collaborate with our product team to support the rollout of new product features and enhancements, and new product launches.
• Act as a coach or mentor to other members of the team.
All About You
• Experience in implementing API/SFTP B2B technology solutions ideally in fintech or SaaS (i.e. as a sales engineer, customer support, implementation manager)
• Strong influencing and stakeholder management skills will help you excel in this role. You’ll be required to build advocacy and drive others to achieve a set-plan.
• Enjoy interacting directly with Customers; and learning about their business
• Be a natural born project manager with a proven track record in handling multiple complex projects simultaneously. Previous exposure to project management methodology either formal or informal. Know how to solicit requirements, build a plan, execute against it
• You just don’t manage tasks; but you’re a savvy collaborator. You bring people together to achieve a goal
• Clear and effective communicator capable of working with multiple internal and external stakeholders (i.e. client management, customer service, technical resources, project managers, business leads, product managers)
• Have a keen eye for detail and the ability to get a configuration right first time.
• Continuous improvement – demonstrate your ability to make positive impactful changes
• Flexibility to support international time zones for our global customer implementations
• We’re a global organization – some travel may be a component of the role
• Be quick on your feet – we move fast so you should thrive on learning and change
Nice to Have
• Experience of having worked with multiple tools and systems e.g. Salesforce, Postman, JIRA BOBJ.
• As we service a global customer base, proficiency in a European language would be beneficial
• Prior experience and knowledge in Fraud & Chargebacks or payment solutions
Pay Ranges
Toronto, Canada: $109,000 - $158,000 CAD
In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.
