Client Implementation Specialist

2 weeks ago

San Francisco, California, United States Persona Full time
About Persona

At Persona, we are pioneering a universal identity infrastructure designed to empower businesses of all sizes in effectively managing and safeguarding their end users' identities. Our platform facilitates secure collection and management of personal information, verification of user identities, fraud detection, and the generation of sensitive reports in a privacy-focused manner. In an evolving landscape where consumer behaviors shift and the significance of privacy and identity grows, our mission is to enable businesses to harness their potential while prioritizing the needs of their end users.

Role Overview

As a Client Implementation Specialist, you will serve as the main liaison for a portfolio of implementation initiatives, ensuring our clients achieve swift value realization and are positioned for sustained success. Your role will involve cultivating trusted relationships, guaranteeing timely project completion, and executing high-quality deliverables. You will act as a technical consultant, devising solutions tailored to client needs by leveraging our platform's features and industry best practices.

Key Responsibilities
  • Serve as the primary technical contact for clients throughout their initial implementation journey with Persona, understanding their business and technical requirements to create customized solutions that drive long-term benefits.
  • Play a crucial role during the onboarding and integration phases, collaborating with the Customer Success team to ensure clients' technical achievements while utilizing our platform.
  • Manage multiple concurrent implementations across diverse use cases and technical scopes, partnering with client teams of varying sizes and complexities.
  • Facilitate project kickoffs, discovery sessions, training workshops, escalation calls, and other necessary meetings.
  • Develop a comprehensive understanding of clients' business challenges, technical specifications, and success metrics to empower them in addressing complex issues.
  • Utilize your extensive technical and customer insights to enhance internal and external processes, acting as a trusted advisor by sharing trends and insights between clients and Persona.
  • Maintain and update technical documentation, change logs, and other scalable resources to enhance the client experience during onboarding and promote self-service education.
  • Collaborate with Product, Engineering, and Growth teams to integrate and prioritize client feedback into the product roadmap.
  • Innovate and automate processes, employing creative problem-solving approaches that influence internal and external decision-making.
Qualifications
  • 1-3 years of experience in a client-facing role (e.g., Implementation Manager, Customer Success Manager, Onboarding Specialist, Solutions Engineer, Technical Project Manager).
  • Strong collaboration skills with engineering and product teams.
  • Exceptional written and verbal communication abilities, capable of conveying complex technical and business concepts to both technical and non-technical audiences.
  • Familiarity with APIs, web development, and scripting for internal tool development (e.g., bash scripting, Python, SQL, Ruby).
  • Proven project management experience, setting realistic expectations and ensuring timely delivery.
  • Action-oriented, organized self-starter with a strong work ethic and commitment to excellence.
  • Growth mindset, adaptable to learning, comfortable with ambiguity, and flexible in thinking.
  • Strong multitasking and prioritization skills, thriving under pressure and clarifying ambiguous situations.
  • Demonstrated ability to synthesize client feedback to inform cross-functional partners and drive product enhancements.
  • Genuine interest in understanding client needs and a desire to become an expert on Persona's offerings.
  • Bonus: Experience in compliance, identity verification, and/or fraud prevention sectors.
Compensation & Benefits

The estimated base salary range for this position is between $100,000 - $130,000, with total compensation packages that include competitive equity options recognizing your significant contributions to our mission.

Benefits & Perks

Persona provides a comprehensive suite of inclusive benefits, including medical, dental, and vision coverage, a 3% 401(k) contribution, unlimited PTO, quarterly mental health days, family planning benefits, professional development stipends, and wellness initiatives.

Diversity, Equity, Inclusion, and Belonging

At Persona, we prioritize diversity and inclusion in all our endeavors, reflecting our core values. Our DEIB Employee Resource Group is dedicated to cultivating a diverse and inclusive workforce, empowering every team member to bring their unique perspectives to work and reach their full innovative potential. We aim to foster a culture that celebrates diversity and inclusiveness across all dimensions.

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