Product Management-Technical - Lead Product Manager-Technical - Level 6

Job Description : Job Description Summary

bout Ethoca

t Ethoca, you're applying for much more than a job. Where else are you going to get the opportunity to work with the most committed group of ecommerce business and technology innovators who are transforming the industry?

And we're winning the awards to prove it.

We want the bold. We demand the best. And we're committed to giving you the opportunity to make the contribution only you can make.

Ethoca is a place where risk-takers thrive, thought leaders excel and challengers make us better.

t Ethoca, we believe that ecommerce should be about one thing : commerce. Fraud and chargebacks disrupt the payments ecosystem and prevent merchants and card issuing banks from focusing on what really matters - increasing sales and creating a great customer experience.

Thankfully, our suite of services changes all that.

Before Ethoca, merchants and issuers would identify thousands of confirmed fraudulent and disputed transactions in isolation.

Unfortunately, they had no way to securely share this intelligence. Introduced in 2011, our flagship product - Ethoca Alerts - revolutionized the industry by closing this information gap and giving merchants an opportunity to stop fraud and chargebacks before they happen.

We're now expanding our product offering with our Consumer Clarity solutions. These new products are just the start of things to come as we are committed to retain our position as the most decorated Fraud & Chargebacks solution provider in the industry.

So now here's the real question...do you want to join us?

The Position :

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.

This is a 12 month contract

Your Challenge :

• 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.

Required Skills and Experience :

• 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

ssets, but not required :

• Experience of having worked with multiple tools and systems e.g. Salesforce, Postman, JIRA BOBJ.
• Prior experience and knowledge in Fraud & Chargebacks or payment solutions
1 day ago