Implementation & Customer Success Specialist

About iPiD

iPiD is a dynamic fintech startup delivering a unified global API for Know Your Payee (KYP) verification, helping financial institutions, payment providers, and enterprises cut fraud, lower expenses, maintain compliance, and optimize cross-border transactions worldwide. Founded by seasoned professionals from renowned entities like SWIFT and Thomson Reuters, the company is backed by top investors including Monk's Hill Ventures, Jungle Ventures, and Saison Capital. With a presence in major cities such as Singapore, Hanoi, Kuala Lumpur, and New York, iPiD blends international expertise with local market insights.

Core Duties

• Pre-Sales (25%): Collaborate closely with sales teams in client-facing activities, acting as a reliable partner to potential customers by preparing demonstrations, presentations, and technical documentation tailored to win clients. Work alongside senior specialists to analyze client needs and convert them into practical solutions.
• Implementation (25%): Support the deployment of iPiD’s technologies by facilitating smooth onboarding and integration for customers. Gather detailed requirements, assist with technical setups focusing on APIs and workflow configurations, coordinate with Technology and Product units to aid integration and troubleshoot fundamental issues, and document insights for internal sharing.
• Customer Success (50%): Act as the main liaison for clients post-implementation to build sustained relationships and ensure client satisfaction. Provide continuous training and promote best practices to maximize clients’ use of iPiD’s software. Analyze usage data and customer feedback to detect challenges and growth prospects. Promptly escalate concerns to senior management to protect the client experience, and assist in retention and advocacy by helping clients achieve significant results with the solutions.

Candidate Requirements

• A minimum of two years in client-facing or customer success roles, ideally in fintech or financial services.
• At least one year of experience handling APIs and SaaS software platforms.
• Sound knowledge of the software development lifecycle and technical implementation workflows.
• Proven pre-sales experience involving client relationship management beyond basic support or ticket handling.
• Familiarity with API integration, databases, and cloud services.
• Competence in project management tools and techniques.
• Strong analytical and problem-solving capabilities with a customer-first mindset.
• Effective English communication skills, capable of explaining technical concepts to non-technical audiences.
• Ability to juggle multiple priorities and projects simultaneously.
• Experience managing multiple client relationships at once.
• Motivated, detail-oriented self-starter who can work independently while also being a cooperative team member.
• Experience in a global, fast-growing startup is advantageous.
• Must hold valid work authorization for employment in New Jersey, USA.

Benefits and Company Commitments

• Opportunity to make a tangible impact on global cross-border payment security and fraud prevention.
• Exposure to and learning from industry veterans with deep knowledge in payments, fintech, and global markets.
• Ownership prospects through Employee Stock Option Plans within a rapidly expanding fintech firm.

Equal Opportunity and Process Information

iPiD strictly follows applicable laws to ensure no discrimination against applicants or employees based on race, sex, religion, age, disability, or any legally protected status. Candidates requiring accommodations during recruitment are encouraged to reach out accordingly. Only shortlisted candidates will be contacted, and all personal information will be handled confidentially and exclusively for recruitment purposes.

Note: Unsolicited resumes from third-party agencies will not be accepted or compensated.