We are looking for an Implementation Team Lead with a love for technology and finance and a desire to ensure that our customers succeed.

At Synapse, our mission is to accelerate democratization of best in class financial products for everybody. Our Implementation team ensures that our customers have access to all of our knowledge and experience (from a compliance and user experience standpoint) to help customers succeed.

Synapse is a complex API infrastructure with lots of room to customize different experiences for various financial products. The Implementation team navigates that complexity to ensure that we are giving the best experience and tools to our customers.

On top of being technical advisors and advocates for our customers, the Implementation team is also responsible for ensuring that our clients get day-to-day support that is needed if any issues or concerns arise throughout their integration process.

Responsibilities:

• Communicate with our business development team post-sale to successfully and efficiently onboard new customers.
• Serve as a SME on the full suite of Synapse products and the entire implementation/onboarding process
• Streamline relevant processes and procedures, introducing changes as needed for potential improvements and optimization of the platform onboarding experience.
• Monitor and report Monthly KPIs/Metrics on team productivity and customer satisfaction.
• Resolve the most complicated escalated issues that may arise throughout the implementation process, providing leadership by example through exceptional customer service and communication skills.
• Training, developing and retaining a high performing diverse workforce
• Assist in leading the maturation of process/procedures to support implementation optimization
• Partner with the support engineering and compliance team to successfully integrate any new platforms.
• Develop clear and and accurate implementation guides based on relevant spec sheets and customer needs.
• Manage a team of implementation specialists who are responsible for the implementation of any new platforms from sale to 'live'.
• Each Implementation specialist can average the onboarding of 5-10 platforms at any given time - making sure each implementation is as seamless as possible while provided high-quality customer service.
• Anticipate and resolve any potential bottlenecks or issues that arise throughout the implementation especially with internal departments
• Manage expectations with relevant vendors.
• Manage customer expectations: communicate effectively with platforms with regards to any potential concerns, delays, modifications, etc.

Key qualifications:

• 4+ years experience working in client facing role, with at least 3 years managing a team of direct reports
• Strong technical communication + ability to interact with potential customers in a professional manner
• Knack for analyzing data so that you can better figure out from a big picture standpoint what is working and what's not working for our customers
• Ability to quickly pick up on Synapse's product knowledge
• Experience working in a similar technical capacity is highly preferred.
• Ability to read and understand Python is a plus
• Strong understanding of APIs is a plus.
• A drive to help democratize best in class financial products
• An ability to work independently within a small, fast-paced team
• An entrepreneurial spirit and unrelenting passion to deliver the best service possible
• The ability to implement feedback, learn quickly, and contribute new ideas
• A general concern for the wellbeing of others and the desire to work on problems that maximize a positive future for humanity
• Minimum BS/BA degree

Perks:

• Growth Potential
• Competitive Salary
• Insurance (Health//Dental//Vision)
• One Medical membership
• 401(k) with company matching
• Monthly commuter allowance, for travel to and from work
• Healthy on-site breakfast and lunch crafted by Synapse’s own chefs

Compensation:

• DOE
• 0.0% - 0.001%

Synapse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees.

We are looking for top notch individuals who are seeking a challenge. Our company is growing quickly. This is an exciting time to join our team. If you are interested in adding value to our team, please apply and we will be in touch.