Head of Customer Success

Role Overview

We are seeking a meticulous and driven leader to join Ninth Wave as the Head of Implementation and Customer success. This individual is responsible for managing new business implementations and ongoing customer care services. Reporting to the Chief Technology Officer, this individual is responsible for developing strategies and building processes to deliver best-in-class services (i.e., consulting, implementation, and educational services) to help customers in our Managed Services platform. The Head of Implementation works to build and scale a service business, in a bold, fast-moving, transparent, and values-led organization to enable customer success. This is an opportunity to join a dynamic team of experienced professionals who are developing disruptive data sharing and API products in the open Financial Data space.

Responsibilities

• Lead and manage implementation of new business end-to-end after verbal award, maintaining communication throughout the course of the project to meet customer expectations.

• Operate in an innovative startup environment as a key part of a highly skilled product engineering team and manage the Implementation and customer success team

• Plan, lead, organize and control multiple project initiatives in accordance with approved scope and schedule

• Lead delivery of consulting, education, implementation services and problem resolution to our customers, overseeing resource management, project delivery and operational success metrics.

• Engage Sales, Solutions and Operations to validate new business scope as it pertains to customer contract documents, technical specifications, and data analytics to ensure correct technologies are selected to support customer requirements
• Translate business requirements into a robust, scalable design and drive proper change control through the life cycle of the project

• Be accountable for services financial goals and metrics, including revenue, client retention, gross margins, and utilization.
• Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects.
• Build and scale service operations (i.e., people, process, systems, and tools) to deliver a best-in-class customer experience while building an effective and efficient delivery methodologies
• Engage in all aspects of the engineering of the product, e.g., monitoring, security, performance etc.

• Serve as first line decision maker for the business including developing ramp up plans and schedules that meet customer requirements while also identifying risks and developing mitigation plans
• Provide day-to-day direction to cross-functional implementation and support teams and best practices to the customers to support them in their environment.

• Analyze information from customer environments on server, network infrastructure and applications to effectively advocate customer needs and feedback internally to inform product vision and roadmap.

Required Qualifications

• Bachelor's Degree in Computer Science or Engineering (or equivalent work experience)
• Management experience within financial product development
• Experience with AWS, Azure, or GCP
• Proficiency in Core Java programming language
• Proficiency building RESTful interfaces using Java (REST/JSON)
• 10+ years as a Solution Engineer (preferred), Implementation Consultant, or Support Engineer or Software Developer with experience leading projects and/or working with customer
• Passion for working with customers and delivering solutions
• Excellent communication skills, written and presentation
• Ability to prioritize and problem-solve in a fast-paced environment and collaborate cross-functionally to deliver the maximum value to customers
• Excellent time management and organizational skills
• Availability to travel up to 25% within the US
• Experience with SQL, Reactive, Docker, Kubernetes and/or Vert.x
• Experience with data analytics to provide business insights
• Experience collaborating with project managers internally and externally
• Knowledge of cloud architecture and deployments
• Consulting experience in the software industry
• Experience with Project Management and planning
• Security framework knowledge e.g., OAuth 2.0
• Financial services messaging standards (e.g., OFX, FDX, PSD2)

Company Overview

Ninth Wave delivers secure data connectivity to financial institutions through a single point of direct integration to a universal suite of open finance APIs. With configurable controls, visibility, and insights into all data sharing and acquisition connections between aggregators, third-party apps, and internal applications, Ninth Wave empowers financial institutions and their customers with access and oversight to their connected apps, enabling secure data exchange in a holistic and scalable open finance ecosystem. Offering solutions for retail and commercial banks, wealth managers, credit card issuers, tax providers, and more, Ninth Wave provides unparalleled connectivity and universal compatibility to complex information systems.

Our technology has been deployed for over a decade at the world's leading financial institutions. Ninth Wave:

• Supports 7 of the top 10 US Banks and hundreds of Financial Institutions in total.
• Provides data connectivity for 8 of the top 10 Wealth Managers.
• Powers connectivity for major bank and brokerage firms, retirement service providers, credit card providers, tax service firms, online banking, payroll providers, and bill pay enablers.

Location: Hybrid, New York City

Equal Employment Opportunity Commission:

Ninth Wave is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.