With highly technical products, Stitch is looking to hire a Head of Client Solutions to build out a function responsible for ensuring Stitch's products solve customers' various business needs, as well as guiding the implementation and onboarding process for integrations.
This is a great role for those that want to architect and build developer first solutions. You will also have the opportunity to be exposed to/work with developers across most of the enterprises in South Africa and abroad.
The ideal candidate will have experience in customer-facing engineering or product teams, and will be comfortable partnering closely with Account Executives or other salespeople to break down highly technical products to prospective customers' teams in a transparent and compelling way.
In addition, the Head of Client Solutions will play a role in assisting with onboarding customers across all acquisition channels, refining the tools and platform (such as our documentation, SDKs, and quickstart guides) for enterprise customers..
Responsibilities Work closely with the sales, customer success, onboarding and product/engineering teams to understand the customer use-case, technical environment and ensure a smooth implementation of the Stitch APIWork closely with operational teams (Fraud, Support, Finance etc) to ensure a smooth transition from implementation and go-live to BAUOwn the pre and post-sale technical implementation processes by acting as a bridge between sales, onboarding, engineering and customers.Support and Educate customers on the Stitch API, functionality, product and the technology involved in order to ensureA smooth implementation taking operational concerns and previous pain points into accountAn easy architectural or technology review and approval process found in most enterprisesA great customer and developer experienceIndustry best practices are adhered toDefine and monitor quarterly goals of the solutions teamPrioritise customers based on business context and proactively manage relationships to delight customers at various touch points along the sales, implementation and growth processUse customer and industry insights to help inform product and technology decisions.Identify areas where we could assist customers further (e.g. other use cases) and liaise with sales if the product needs to be expanded.Manage and Mentor team members to grow within the Solutions functionAlongside all elements of the aboveDevelop tools and solutions to improve developer experience (DevX) eg. Docs, IDE's, SDK's, Open Source Demos, plugins and moreDevelop bespoke integrations for key customers using StitchGuide customers through the technical integration process, starting from testing all the way through to go-liveAnswer client technical product questions e.g.. constraints, requirements, integration stack, recommendationsAdvise technical solutions for prospective and new customers planning to integrate Stitch, including demo'ing and showcasing the product integration processDefine, produce, and evolve platform and tooling to support smooth integration processes across all acquisition channels and various types of customers lead error management and technical investigations during integration, and answer Stitch related product integration queries (API documents, testing, go-live preparation)Monitor & Create customer metrics alongside to proactively detect any integration, degradation or conversion issuesPerform Quality Assurance reviews (QA) and User Acceptance Testing (UAT) during go-live phasesHost client integration workshops, code review workshops and check-ins to advise customers on best practices during technical integration processWork with our product & engineering teams to translate prospect feedback into meaningful product insightsRequirements 8+ years in a customer-facing role.Leadership and organisational management experience.A track record of success in technology innovation, architecture and managementBachelor's degree in Computer Science or equivalent working experienceEmpathy for customer objectives and pain points (i.e. the ability to walk in a customer's shoes and understand their biggest problems).Previous customer-facing experience (advantageous: in a technical sales role)Ability to quickly understand new technologies and complex concepts quickly (advantageous: a track record of success in financial technology or technology startup)Hands on technical experience building softwareAdvantageous: Strong network in the local Fintech or Banking space.Interest in Open Banking.Strong knowledge of customers in various key markets - including South Africa, Nigeria, Kenya, and Ghana.Experience in working in B2B SaaS, API or Payments companies.Experience operating within a regulated environment, as well as relationships with key stakeholders in it.Bonus: Experience building open source tools or implementing DevXA snapshot of our current stack TypescriptKubernetesNode.jsGraphQLReactNext.jsIdentityServer4 (dotnet core)PostgreSQLGithub & Github ActionsSnowflakeDataDogAzure
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