Customer Engineering

Implementation Leader - West

San Francisco | Full-time

At Plaid, our mission is to unlock financial freedom for everyone.  There has never been a better time than now to start building the future of fintech with us. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, and Betterment, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Salt Lake City, Washington D.C., London and Amsterdam. #LI-Remote

The Implementation function is a team of individuals responsible for the onboarding phase in the Plaid customer lifecycle. We ensure net-new customers are properly integrated to our products / solutions and ultimately reach successful launch outcomes. The onboarding stage is incredibly important in the success of our customers, as for many, their Plaid integration is the foundation of their application and / or platform. We work closely with Account Managers in addition to many other internal teams such as Sales, Product, Engineering and Support.

As the Implementation Leader you will lead and scale this highly visible, motivated team who enable revenue and ensure customers are set up for long-term success with Plaid. You should have comprehensive project management knowledge and demonstrate a high level of diligence, motivation and organizational skills while creating + contributing to standards around which the team will operate. We are looking for a leader who is passionate about operational excellence, building a strong team culture and promoting / recognizing team member success. You’re at your best when contributing to a team and are always ready to dive deep into creative and analytical thinking to solve problems and transform customer challenges into opportunities.

What you'll do:

  • Manage and continue growing a team of Implementation Specialists whose responsibility is to help onboard and launch net-new customers successfully onto their respective Plaid products / solutions
  • Take ownership of the overall Plaid onboarding experience and outcomes while empowering the team to do the same
  • Maintain a customer first culture among the team through open dialogue and transparent feedback and promote knowledge and best practice sharing within the team
  • Partner with GTM leadership in addition to leaders in Plaid’s Product, Engineering and Support organizations to maintain a frequent / consistent line of communication, tackle urgent matters and implement process improvements
  • Gather, summarize and leverage relevant team + customer data to suggest improvements in tools, processes and techniques to help scale the team and act on opportunities for improvement
  • Provide support in escalation situations, performance, and general team coordination
  • Oversee successful onboarding / development and the proper ramping of skills, capabilities and role expectations for both new and existing Implementation team members
  • Assist recruiting efforts to find and hire top talent to continue building out the Implementation role / function

What excites us:

  • 5 + years of implementation experience or experience in a similar technical customer-facing role driving projects and executing on deliverables / outcomes
  • Passionate about people management and / or mentorship with previous experience leading a team
  • Ability to motivate and manage the performance of technical teams and individuals with a hands-on, influential leadership style
  • Experience developing delivery excellence processes around product and service in a scaling company
  • Process driven and a strong desire to create, implement, and iterate on processes that lead to a standardized and extremely positive experience for every customer
  • Ability to build a cross functional network internally and externally to support the team’s success
  • Not being afraid to get your hands dirty and jump right in with your team
  • Willingness and desire to learn and adopt new skills - both technical and non-technical - in order to craft and deliver the best outcomes for Plaid customers
  • A critical thinker who defaults to a customer-centric consultative approach
  • Executive presence and confidence to manage executive relationships both internally and externally
  • Ability to work under pressure, deadlines and navigate unexpected roadblocks with a customer-first attitude and a strong sense of empathy
Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com.

Please review our Candidate Privacy Notice here.
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