Implementation Manager
Trulioo
Are you ready to embark on a career that truly affects people around the world? Trulioo invites you to be a catalyst for change in the dynamic realm of digital identity verification. As the global front-runner in our industry, we are redefining how businesses grow, innovate and comply online.
Picture yourself at the forefront of innovation, contributing to our award-winning platform that enables organizations worldwide to quickly onboard customers, optimize costs and combat fraud. Fueled by Silicon Valley support, Trulioo stands as the trusted platform that can verify more than 5 billion people and 700 million business entities spanning 195 countries.
But Trulioo is more than a tech company. We are a united force of dedicated experts committed to establishing trust online.
Headquartered in Vancouver and with strategic hubs in San Diego and Dublin, we foster a culture of collaboration and open communication. Our offices support a hybrid model and staff typically work three days per week at a hub location. Join us where excitement meets innovation and contribute to a world where trust and technology unite.
What We Offer
- Comprehensive Benefits: Health, dental, vision, retirement plans with company match, PTO, parental leave and an education & training fund ($1,000 local currency annually). Benefits vary by geography and will be discussed in more depth during the interview process.
- Flexible Hybrid Working Environment: Our offices provide weekly lunches, delicious coffee and frequent social events. Dedicated parent rooms, gyms (in some locations), lounge spaces and flexible workstations create an environment that supports your well-being.
- Wellness: We provide a variety of workshops, wellness events and a free subscription to the Headspace app to help our team members perform at their best.
- Employee Resource Groups: Belonging is an important part of doing your best work. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies. We host informative, fun sessions and celebrations that are often open to the entire organization.
Position Summary:
Reporting to the Senior Manager, Service Delivery, we are looking for an Implementation Manager within the Customer Success department. As an Implementation Manager, you will lead complex technical implementations, manage projects, and collaborate with various departments to ensure successful onboarding and support for clients. This role is crucial for maintaining Trulioo's reputation as a leading partner in Identity Verification.
Primary Duties and Responsibilities:
- Coordinate with cross-functional teams, including sales, product development, and customer support, to ensure a cohesive implementation process.
- Communicate effectively with clients to understand their business processes and tailor implementations to their specific needs.
- Able to manage up to 20 technical customer implementations in parallel.
- Diagnose and resolve implementation issues, escalating when necessary.
- Identify potential risks and issues early in the project, and proactively developing mitigation strategies.
- Effective project manager who can contain scope creep.
- Document best practices and lessons learned to refine the implementation methodology for future projects.
- Proactively assist in the coaching, mentoring, directing, and developing Implementation Specialists to achieve individual, departmental, and company goals.
- Perform special projects and other duties as assigned.
- Develop Support Knowledge Base Articles and FAQs.
Key Technical Skills:
- Project Management qualifications, PMP / PRINCE2.
- Experience working with app development and FE web development.
- Proficiency in technical troubleshooting and problem-solving.
- Strong team collaboration skills.
- Quick learner of new technologies.
- Familiarity with relational database systems and application integration.
- Availability for flexible working hours.
- Attention to detail and data-driven mindset.
- Fluency in English; additional languages are advantageous.
Education and Experience:
- Bachelor's or Graduate's Degree in business, business administration, computer science or engineering, or equivalent experience.
- Expertise in RESTful API and API integrations.
- Experience with JSON, JavaScript, SQL, React.js, and Node.js is beneficial.
- 3-5 years of implementation consulting experience.
- Experience with Strategic and Enterprise customers.
- Proficiency with project management tools like Jira, Confluence, GSuite, MS Project.
Thriving at Trulioo
At Trulioo, you’re not just an employee. You’re a valued member of our Trulicrew on a journey of professional and personal growth with a world-class organization. With Trulioo, you have the power to revolutionize the intersection of technology, digital trust and online identity to open the global economy to everyone. Together, we can shape the digital future.
We’re on the lookout for exceptional people to empower with trust, autonomy and the freedom to cultivate their potential. Your curiosity, meticulous attention to detail and passion to contribute are highly valued. If that resonates with you, apply today to become a part of our team. Join us in shaping a future where your career isn’t just a journey but also a boundless exploration into the possibilities of technology and digital identity verification.
If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that minorities and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.
Trulioo welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time-to-time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.
Privacy Notice
As part of our job application process, Trulioo collects, processes, and discloses personal data for the purpose of identifying suitable candidates for our job openings. For more detail, please visit Trulioo’s Website Privacy Policy in the section “When you apply for a job”.