Implementation Manager
报告：VP 产品 · 地点：远程，美洲时区 ·语言：西班牙语和英语要求；葡萄牙文 a+关于角色 Sphere 是一个稳定币支付 API.整个美洲的金融科技和平台集成我们登陆客户 (KYC/KYB),保持余额，并将货币与本地铁路之间移动 SEPA,SWIFT,ACH,电线，PIX,SPEI.我们的客户是工程团队建立在我们的 API,他们的整合质量决定他们是否成功与我们。实施经理是从第一次调用到稳定的状态的技术所有者。你在预售中提出技术问题，将集成进行直播，保持我们顶级账户的技术联系点，并把看到的内容转化为产品变化。今天这个工作是做得很好但手工完成的。我们正在聘请一个能做到这一点的人来构建系统剧本，SLAs,升级路径，反循环以使其超越一个人。你会拥有什么 ·成为客户对技术缺口的声音。比任何人更了解集成者实际使用该产品以及它在哪里失败，并将这变成了证据跨帐户模式，而不是寓言。·让集成员从第一次技术电话开始到现场脱离。在售前，请提供相同日内的技术问题，以终点级别答案：有什么错误，在哪个方面是它和如何解决这个问题。· 保持顶级账户健康。为我们最大的集成商提供名为技术联系人：运行他们的共享道，向我们的银行和合规合作伙伴进行自动升级，并书面关闭每个循环。· 监测和快速解决集成漏洞。根源原因在你升级之前，文件票工程可以采取行动而不需要后续问卷，并在修复小时自己打开公交。· 输送产品正确的问题。建立系统。设置实施演示本，发布 SLAs,合作伙伴升级跑本和 SOPs 以重复的边缘情况为例，使功能扩展超过一个人。·驱动部署和采用。作为技术接触点你将帮助推出新产品，政策变化和解决影响我们的集成客户的错误。如何测量成功 ·启动时间 - 如何 lon
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Reports to: VP Product · Location: Remote, Americas time zones · Languages: Spanish and English required; Portuguese a plus
About the role
Sphere is a stablecoin payments API. Fintechs and platforms across the Americas integrate us to onboard their customers (KYC/KYB), hold balances, and move money between stablecoins and local rails — SEPA, SWIFT, ACH, wires, PIX, SPEI. Our customers are engineering teams building on our API, and the quality of their integration decides whether they succeed with us.
The Implementation Manager is the technical owner of that integration from first call to steady state. You field the technical questions in pre-sales, run the integration to go-live, stay the technical point of contact for our top-tier accounts, and turn what you see into product change. Today this work is done well but done by hand. We are hiring someone who can do it well and build the system — playbooks, SLAs, escalation paths, feedback loops — so it scales beyond one person.
What you'll own
- Be the voice of the customer on technical gaps. Know better than anyone how integrators actually use the product and where it fails them, and turn that into evidence — patterns across accounts, not anecdotes.
- Get integrators unstuck, from first technical call to go-live. Field technical questions in pre-sales, then give integrators same-day, endpoint-level answers: what's wrong, whose side it's on, and how to work around it until the fix ships.
- Keep top-tier accounts healthy. Be the named technical contact for our largest integrators: run their shared channels, own escalations to our banking and compliance partners, and close every loop in writing.
- Monitor and resolve integration bugs fast. Root-cause before you escalate, file tickets engineering can act on without a follow-up question, and open the PR yourself when the fix is small.
- Feed product the right problems. Own the loop from integrator pain to roadmap — feedback tickets with customer impact quantified, a standing review with Product, and input on specs before features ship.
- Build the system. Stand up the implementation playbook, issue SLAs, partner escalation runbooks, and SOPs for recurring edge cases so the function scales beyond one person.
- Drive rollout and adoption. As the technical point of contact you will help with rollout of new products, policy changes, and resolution of bugs that impact on our integration customers.
How success is measured
- Time to launch - how long it takes for an integrator to go live post-contract signing.
- SLA adherence rate - against the response and resolution targets you set for technical support.
- Top-tier account health: open issues, age of oldest issue, escalations resolved without product/engineering involvement.
- Product problems raised by you that make the roadmap.
What we're looking for
Must have
- 4+ years in an implementation, solutions engineering, or technical account management role at an API-first company; payments, banking, or stablecoin infrastructure strongly preferred.
- Hands-on with REST APIs and webhooks: can test an endpoint, read a payload, and debug an integration from logs.
- Can read code well enough to trace a bug to a file and a PR; can write SQL to answer your own questions about customer data.
- Evidence of building process where none existed — a playbook, an SLA model, a runbook set — and getting a team to adopt it.
- Professional fluency in Spanish and English, written and spoken. Most of your customers will be in Latin America; most of your colleagues will not.
- Writes clearly under pressure. Your Slack messages and tickets are the product for the people reading them.
Nice to have
- Portuguese.
- Experience with KYC/KYB vendors (Sumsub or similar) and the flows around questionnaires, document resubmission, and verification levels.
- Familiarity with SEPA/SWIFT return codes, correspondent-bank rejections, or local rails in LatAm.
- Have shipped small fixes or docs PRs in a production codebase.
Not this role
This is not a sales, pricing, or legal role. You join pre-sales to answer technical questions and scope integrations, not to run deals; commercial terms, pricing analysis, and contract redlines sit with Sales and Legal. It is also not a ticket queue: you are expected to reduce the volume of issues over time, not just answer them faster.