Responsibilities
- Thoroughly review all pre-sales documentation and technical specifications to identify the client's core challenges and regulatory obligations prior to implementation.
- Lead the initial project meeting to define governance structures, stakeholder roles, and communication schedules, establishing a clear timeline with defined deliverables and success metrics.
- Take full ownership of the agreed go-live date from the start, treating it as a firm commitment and driving all parties to meet it.
- Serve as the primary contact and accountability owner during the onboarding lifecycle.
- Manage the complete technical integration process, including REST API setup, deployment of mobile SDKs across platforms, identity workflow configuration, and integration with external systems.
- Create and maintain a dynamic integration blueprint for each client, detailing architecture, data pathways, authentication methods, SDK and API usage, and third-party dependencies, to be transferred to the Customer Success Manager upon completion.
- Consistently apply and share best practices for integration, including API design, error recovery, webhook reliability, and security standards, while challenging non-compliant approaches.
- Act as a trusted advisor to clients, demonstrating the value of the technology in their specific environment and identifying opportunities beyond the original project scope.
- Serve as the main escalation point for technical and product issues, providing transparent updates and clear next steps or temporary solutions.
- Collaborate with internal Product and Engineering teams to resolve technical obstacles, providing structured feedback supported by evidence.
- Escalate critical issues to leadership with full context, including impact on the client, risks to service level agreements, and recommended resolution paths.
- Ensure all implementation work stays within the boundaries of the contracted scope, identifying and referring out-of-scope requests to the appropriate commercial or customer success representative.
- Oversee the post-launch hypercare phase, monitoring key performance indicators such as conversion rates, open issue counts, SLA adherence, and user experience metrics.
- Only transition responsibility to the Customer Success Manager once performance stabilizes and predefined success criteria are achieved, continuously tracking progress toward contractual targets.
- Develop and maintain strong relationships with technical stakeholders, including architects and security leads, and communicate value effectively across all organizational levels.
- Support pre-sales activities such as technical workshops, scoping sessions, and the development of detailed project plans and statements of work.
- Produce educational materials like whitepapers and articles to inform and engage both prospective and current clients.
