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Integration Manager

2 months ago

City of London Greater London, United Kingdom PingPong Payments Full time

Founded in 2015 by a group of seasoned professionals in New York, PingPong has emerged as a leading payment service provider dedicated to serving the unique needs of enterprise-level cross-border e-commerce merchants globally. With rapid growth as its hallmark, PingPong now spans three continents and boasts a workforce of over 1,200 employees. Our commitment lies in delivering unparalleled services to empowering our clients to foster business growth and success on a global scale.

OVERALL PURPOSE

As the Integration Manager, you will help ensure that clients have a world-class experience in scoping, integrating, and using our embedded products within their technology stack and products.

You’ll represent us as the client-facing contact responsible for a successful end-to-end client experience during complex product implementations with trade, marketplace, and treasury clients worldwide:

  • Managing client and internal partner expectations with consultative advice regarding technical aspects of treasury solutions including request for Proposal (RFP) responses, client presentations and client visits.

  • Scoping client requests and translating business requirements into detailed technical specifications for treasury services.

  • Managing client and internal partner expectations by establishing timelines and dependencies to exceed expectations.

  • Demonstrating creative problem-solving and judgement. Empowerment to escalate when support is needed to remove obstacles to success.

The role can be either based in our London or New York City offices.

WORKING RELATIONSHIPS

As a critical member of the global team, this position will report directly to the Director of Business Development.

You’ll partner closely with senior management and individuals in Business Development, Product Management, Product Marketing, Operations, Developer Experience and more.

PRINCIPAL ELEMENTS & ACCOUNTABILITIES

Presales

  • Develop solutions for prospect problems based on existing frameworks, past client engagements, and industry best practices.
  • Support prospects by explaining our APIs, SDKs, and other developer-facing tools.
  • Demonstrate the platform in a variety of use cases/scenarios.

Onboarding

  • Facilitate and project manage complete onboarding through legal, compliance, and other reviews.
  • Coordinate back-end configurations for API keys and portal access, working closely with operations teammates around the world.

Integration

  • Lead the day-to-day relationship with clients via email, slack, phone, and video conference as needed.
  • Review service tickets related to your clients in Zendesk, and ensure we are quickly closing issues and meeting SLAs.

Post Integration

  • After launch, you will manage hand-off to operational and account management teams, but will also periodically check in with customers to ensure satisfaction and ongoing relationship.
  • Post-launch debrief with Product Marketing and Developer Experience teams to ensure a feedback loop on customer feedback, while also contributing to ongoing improvements in our integration experience and approach.

EXPERIENCE

  • 5+ years of relevant and progressive work experience in implementation or in service delivery in Enterprise B2B SaaS with API integration is a must-have.
  • Technical troubleshooting skills using industry-accepted best practices and tools.
  • Strong technical acumen and detail-oriented - must be able to learn our software and subsequently teach end-users of various technical experience levels.
  • Experience with client support and/or technical account management.
  • Understanding of software development lifecycle process.
  • Responsible for managing long-term projects and the ability to meet strict deadlines.
  • Comprehensive knowledge of Payment Services
  • Prior experience in a customer-facing technology role consulting on integration best practices
  • Proven track record launching integrations or products with cross-functional teams

QUALIFICATIONS

Educated with a relevant degree in Computer Science, Information Systems, Business, or a related field. A master's degree is a plus.

DESIRED TRAITS

  • Customer-centric, analytical, detail-oriented.
  • Able to change projects to support business objectives, demonstrates a willingness and ability to accept additional responsibilities
  • Ability to work well with both technical and non-technical individuals up and down the organization, capable of absorbing large amounts of information and the ability to distil it down to the essentials.
  • Ability to juggle several projects and shift priorities as needed.
  • Exhibiting a creative and innovative, forward-thinking approach to problem-solving.
  • Ability to stay calm and collected and focus on solving problems.
  • Excellent verbal, written, interpersonal, presentation, negotiating and organizational skills.
  • Understanding of software development lifecycle process.
  • Fluent in English, both in writing and speaking.

PingPong is proud to be an equal opportunity employer with a global culture that embraces diversity.

We are committed to providing an environment free of unfair discrimination and harassment.