高级技术客户经理
Senior Technical Account Manager
在Signifyd，我们通过与客户建立信任关系，帮助商家自信地拓展业务。我们的先进技术，加上团队对客户成功的真诚投入，创造了无缝的购物体验，批准更多优质订单，保护收入，并让客户满意。
我们被全球100多个国家的数千家领先商家所信赖，每年安全处理数十亿笔交易。我们的员工是公司一切行动的核心，以承诺、同理心和创造力推动我们的使命前进。加入我们，共同实现赋能自信、无欺诈的商业环境，帮助在线零售商提供卓越的客户体验并消除欺诈。了解我们的公司价值观[这里](https://www.signifyd.com/about/#values)！
_请用英文提交您的简历_
**部门：客户服务**
这个团队由与客户团队及其系统最紧密合作的支持专业人员组成，他们以专业知识和敏锐度支持客户的各项技术需求。这将需要提供对话式和指导性支持，以及以临时数据操作和分析、快速根本原因分析、技术问题解决和与Signifyd工程和客户成功团队协调等形式提供的战术性和操作性支持。
**职位**
作为_高级_ _技术客户经理支持_，您将负责为拉丁美洲的重要商家提供售后技术顾问/支持服务。您将与多个内部团队跨职能合作，应用Signifyd的实施方法，确保及时的集成和对技术支持问题的响应。作为商家的技术联系人，有时也是支持团队内部技术话题的第一接触点，您将在确保现有商家世界级体验方面发挥关键作用。您所服务的客户组合将涵盖从中小企业（SMB）领域的中型企业，到拉丁美洲的大型企业商户。
**职责**：
- 与各种合作伙伴和平台集成商家。这些包括定制的OMS/电子商务API集成，以及VTEX、Shopify、Magento、BigCommerce和NetSuite的合作。您还将与客户所使用的系统集成商（SIs）进行交互并提供协助。您可能需要与内部团队合作，确保客户拥有合适的SI来处理其i
查看英文原文
At Signifyd, we help merchants confidently grow their businesses by building trusted relationships with their customers. Our advanced technology, combined with a team genuinely invested in our clients’ success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy.
Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Join us on our mission to empower confident, fraud-free commerce by helping online retailers provide superior customer experiences and eliminate fraud. Learn about our company values [here](https://www.signifyd.com/about/#values)!
**_PLEASE SUBMIT YOUR RESUME IN ENGLISH_**
**Department: Customer Support**
This team is composed of support professionals who work most closely with our clients’ teams and their systems, supporting their technical needs with expertise and acumen. This will require both conversational and advisory support as well as tactical, operational support in the form of ad hoc data manipulation and analysis, rapid root cause analysis, technical problem solving, and coordination with Signifyd’s engineering and customer success teams.
**The Role**
As a _Senior_ _Technical Account Manager Support_, you are responsible for serving as the post-sales technical advisor / support to key Latin American merchants. You will work cross-functionally with multiple internal teams to employ Signifyd’s implementation methodology and ensure timely integrations and responses to technical support issues. As the merchant's technical contact and at times the first touchpoint for technical topics from within the Support team, you will play a critical role in ensuring a world-class experience for existing merchants. The portfolio of your customers will include all sizes from medium-sized businesses in the SMB space, to larger Enterprise merchants in Latin America.
**Responsibilities**:
- Integrate merchants utilizing various partners and platforms. These include customized OMS / eCommerce API integrations as well as VTEX, Shopify, Magento, BigCommerce and NetSuite partnerships. You will also interface with and assist the System Integrators (SIs) that our customers employ. You may be responsible for working with internal teams to ensure that the customer has the appropriate SI for their implementation.
- Work cross-functionally to continue to make the customer experience better for our customers. Cross-functional work may interface with product, risk, marketing, and engineering. During off-season times, this work may be a substantial part of your job
- Escalate unresolved customer issues to the appropriate cross-functional teams (Billing, Claims, Chargebacks, Implementations, Customer Success, Product, Engineering)
- Research and troubleshoot customer inquiries within Support team using the appropriate technology and resources
- We work in an evolving space. You will be responsible for documenting and sharing best practices for internal utilization
- Partner closely with our customer success team as the go-to person for main technical needs.
- Communicate integration status to key client stakeholders and document progress toward milestones
- Fully understand Signifyd’s implementation methods utilizing the most up-to-date practices
- Keep a clean onboarding and support tickets portfolio with regular and transparent updates kept in CRM
- Own timely delivery of key integration milestones. Many integrations will have bespoke requirements and milestones and success criteria. Your responsibility is to identify and clearly define those milestones and ensure they are achieved.
- Build strong relationships with our internal products team to provide feedback and guidance on our product’s satisfaction of user needs.
- You may be responsible for providing Signifyd Console training to merchants
- Become a Subject Matter Expert (SME) so that your knowledge domain can contribute across the business
- Embody Signifyd values and serve as a role model for team members. Help onboard new team members into the team as their buddy, supporting their initial client conversations.
**Requirements for position**:
- A clear understanding of API terminology (e.g., GET, POST, PUT, JSON, Webhook, Listeners..) and tools (e.g., Postman, Github, etc...)
- Experience with JSON, Python, APIs, PHP, and/or other web, programming, scripting tools
- Proficiency with reporting tools (Looker), troubleshooting tools (Postman, SQL) and management tools (Salesforce)
- 6 years of technical experience with SaaS solutions.
- Ability to examine complex situations, develop associated action plans, and guide peers towards achieving key goals
- Demonstrated passion for e-commerce or technology services
- Excellent written communication and presentation skills
- Timely responses to external and internal stakeholders
- Resourceful, detail-oriented when needed, highly organized, and creative
- Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
- Ability to lead conversations with executive stakeholders
- Fluent English and Spanish.
- Background in eCommerce, financial/payment systems, and/or fraud mitigation is desirable.
- Portuguese language proficiency is desired.
#LI-Remote
Benefits in Mexico:
- Health, Dental & Vision Insurance
- Life Insurance of 24 months salary
- Annual Performance Bonus
- Christmas Bonus of 1 Month’s Salary
- Food Vouchers
- Stock Options
- Paid Parental Leave
- Flexible Work Arrangements
- Telework Stipend for Home Internet
- 12 Paid Vacation Days with 85% Vacation Premiums
- Paid Holidays
- Company Social Events
- Signifyd Swag
- Dedicated learning budget through Learnerbly
- On-Demand Therapy for all employees & their dependents
We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
**_PLEASE SUBMIT YOUR RESUME IN ENGLISH_**
[Signifyd's Applicant Privacy Notice](https://drive.google.com/file/d/1HSnMY6HGjB1FNRX4Ez9bUre5mrPPcHIq/view?usp=sharing)