Associate Implementation & Customer Success Specialist (Remote)
Who are we?
iPiD empowers financial institutions, payment service providers, and enterprises with a single global API for Know Your Payee (KYP) verification—reducing fraud, reducing costs, staying compliant, and streamlining cross-border payments, globally.
We are a fast-growing fintech startup, founded by a global team of industry veterans from iconic organizations like SWIFT and Thomson Reuters. Supported by leading investors such as Monk's Hill Ventures, Jungle Ventures and Saison Capital, and guided by an advisory team featuring C-suite leaders from Microsoft, Commonwealth Bank, and the Bill & Melinda Gates Foundation. Our team combines global expertise with local insights; we are present across key cities—including Singapore, Hanoi, Kuala Lumpur, Mumbai, Amsterdam, Brussels, Paris, London, New York, and Dubai.
What are we looking for?
We’re seeking a driven and versatile professional who thrives at the intersection of pre-sales, implementation, and customer success. You’ll be comfortable engaging with clients, translating technical concepts into actionable solutions, and ensuring long-term satisfaction with our products. You are someone with proven client‑facing experience, strong technical know‑how in APIs, SaaS, and cloud technologies, and the ability to communicate complex ideas clearly. You thrives in a fast‑paced, global start‑up environment.
This is a full-time position reporting directly to the Implementation and Customer Success Specialist.
Core Responsibilities:
Pre-Sales (25%)
- Support sales team in client-facing pre-sales activities, acting as a trusted partner to prospects.
- Assist in preparing demos, presentations, and technical documentation to help secure client sign-ups.
- Collaborate with senior specialist to understand client requirements and translate them into actionable solutions.
Implementation (25%)
- Assist in the implementation of iPiD’s solutions, ensuring smooth onboarding and integration for clients.
- Work with clients to gather requirements and support technical setup, focusing on APIs and workflows.
- Coordinate with Technology and Product teams to support integration tasks and troubleshoot basic issues.
- Document lessons learned and contribute to internal knowledge-sharing resources.
Customer Success (50%)
- Serve as a primary point of contact for clients post-implementation, fostering long-term relationships and client satisfaction.
- Deliver ongoing training, enablement sessions, and best-practice guidance to help clients maximize the value of iPiD’s solutions.
- Monitor client usage data and feedback to identify pain points, opportunities for improvement, and potential expansion.
- Proactively identify and escalate client issues or risks to senior team members before they impact client experience.
- Support retention and advocacy efforts by ensuring clients achieve measurable success with iPiD’s solutions.
Requirements
- Minimum 2 years of experience in client-facing/customer success roles preferably within the fintech or financial services sector
- At least 1 year of experience working with APIs and web-based software (SaaS)
- Strong understanding of software development lifecycle and technical implementation processes
- Strong pre-sales and client relationship management experience, beyond ticketing or customer service.
- Familiarity with APIs, databases, and cloud technologies
- Knowledge of OpenPGP and RSA is an added advantages
- Proficient in project management tools and methodologies
- Excellent problem-solving skills and a customer-first approach
- Strong communication skills in English, with the ability to communicate technical concepts to non-technical stakeholders effectively
- Ability to manage multiple projects and priorities simultaneously
- Demonstrated ability to manage multiple customer relationships simultaneously
- Driven and proactive with a strong attention to detail
- Self-starter with the ability to work independently while being a reliable and collaborative team player
- Experience working in a globally distributed start-up or high-growth environment is a plus
- You must have the authorisation to work in the EU
Benefits
What do we offer?
You will work with a team of world-class fintech and payments veterans to shape up the future of payments, and will also have:
- Excellent growth opportunities in global payment services technology
- Flexible and collaborative work environment
- Competitive salary
- Employee Stock Options plan
- Discretionary performance bonus
- Medical protection allowance
- Laptop and accessories
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Working in accordance with applicable laws, iPiD prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by national or local laws of the jurisdiction in which the applicant resides.
If you need assistance or request accommodation during the recruitment process, please contact hr@ipid.tech
Please note that only shortlisted candidates will be notified. All information gathered will be treated in strict confidence and solely used for recruitment purposes.
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To protect the interests of all parties, iPiD does not accept unsolicited resumes from a third party agency or search firm recruiters. Any unsolicited resumes sent to any iPiD employee, regardless of the means of transmission, will become the sole property of iPiD. We will not pay a fee for any placement resulting from the receipt of an unsolicited resume.