Sr Director, Implementation Engineering

Here at Neuro-ID, you will be joining a best-in-class team on a trajectory of tremendous growth.  We are a Series B startup, backed by top tier investors Canapi Ventures, Fin Capital, and TTV Capital and we serve some of the largest names across various industries with customers such as Intuit, Square, Affirm, Mission Lane, Addi, OppFi, and partners such as Transunion, Alloy, and Plaid.

 

NeuroID’s core competency is in understanding human digital behavior. How humans behave during each digital interaction (applying for a loan, browsing a website, interacting with chatbots, etc) , provides meaningful insight that is actioned in real time. This enhanced visibility improves user experiences, streamlines internal processes, reduces fraud, increases conversion to apply or buy throughout the customer journey, leading to measurable bottom-line impact. We are committed to transforming and optimizing the customer experience and risk assessment with actionable insights into how a human is interacting with an organization. NeuroID’s core products unlock powerful data regarding the intent and experience of every customer or prospect, creating a new paradigm of seeing and understanding human behavior in real time. We do all of this respecting the privacy of consumers and without collecting personally identifiable information. 

 

Here’s what you’ll be leading: 

The Director of Implementation Engineering is a passionate technologist with management and client facing skills. They are  responsible for managing a team of implementation engineers, streamlining speed to revenue, and managing client implementations.  Our Implementation engineers are hands on with clients in order to optimize solution integration and decrease time to revenue. They are directly responsible for the alignment of technical requirements  to business outcomes. 

Must be exceptionally detail-oriented, a self-starter who can not only support individual clients but strengthen the Implementation Engineering team  

Responsibilities 

• Partner with the Revenue and Engineering teams to create strategies to reduce implementation time and ease of implementation with clients
• Develop a team of consultative Implementation Engineers that can effectively guide clients through all stages of the implementation process
• Develop and perform quality assurance check points within your team to ensure quality and timely delivery
• Lead daily activities of the team to ensure that all work is completed according to standard processes, scheduled deadlines with attention to quality standards and overall goals
• Train and mentor team members and identify development needs
• Track various productivity and performance standards to ensure that established standard levels are achieved
• Manage escalated issues and provide direction
• Collaborate with peers within Implementation, Sales and Support teams to establish best practices and work to resolve client escalations
• Evaluate associates on performance and complete quarterly and annual performance reviews
• Work in collaboration with associate to establish individual development plans and goals
• Develop and administer corrective action and performance improvement plans
• Participate in strategic initiatives, stretch assignments and collaboration opportunities
• Leads implementation teams to ensure implementations are accomplished on-time and with high degree of quality
• Balance workload of team members, assess client needs and assign orders accordingly
• Manage team to adhere to Standard Operation Procedure (SOP) documentation
• Ensure accountability of all team members to established processes

Qualifications 

• 5 years + customer facing implementation project management or engineering experience 
• Minimum 5 years of experience in IT and 2 year of experience in a Customer Service or Customer facing role are preferred
• Prior leadership experience in implementation engineering or management
• Ability to communicate effectively to all levels of internal and external customers verbally and in writing
• Excellent collaboration, organizational, time management, customer service skills
• Ability to work accurately and meet deadlines
• Ability to work and thrive in a team environment, focused on achieving results
• Ability to assess team members' performance and provide motivational support
• Strong client relationship building skills
• Ability to recognize basic procedural issues as they arise and resolve escalations
• Ability to demonstrate learning agility and critical thinking skills
• Prior experience in the Fraud and Identity Industry

Technical Experience: 

• Front-end web development experience including HTML, CSS and JavaScript