About Prove 

As the world moves to a mobile-first economy, businesses need to modernize how they acquire, engage with and enable consumers. Prove’s phone-centric identity tokenization and passive cryptographic authentication solutions reduce friction, enhance security and privacy across all digital channels, and accelerate revenues while reducing operating expenses and fraud losses. Over 1,000 enterprise customers use Prove’s platform to process 20 billion customer requests annually across industries, including banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments. For the latest updates from Prove, follow us on LinkedIn.

Prove is driving the future of digital identity. We are looking for Provers who know how to make an impact. We’re talking self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only smart but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.   

Prove has big plans, and we’re excited about the future. If this sounds like the place for you – come join our team! 

Title: Implementation Specialist I

FLSA Status: Exempt

Location: Remote

Position Summary

As an Implementation Specialist, you have a technical background and passion for supporting customers during implementation. You will be responsible for configuring all clients on Prove’s platform during the implementation phase and ensuring a smooth setup and communication. You will work directly with our Integration Engineers  and offer technical help to assist them as time permits. You will partner closely with our Implementation Project Management, Technical Account Management, and Customer Success groups during the configuration of our clients for both staging and production environments.

The ideal candidate will have experience troubleshooting technical integration issues via ticketing systems, as well as generate test data and test cases to facilitate customer testing on live calls with clients. You will also manage customers’ access to staging and production environments. To succeed in this role, you should enjoy technical configuration and setup, problem solving and delighting customers. Additionally, you will help continuously improve the implementation and integration tools and processes, and experience to work with key internal teams and enhance our platforms and products.  

What you are responsible for

• The Implementation Specialist works collaboratively with the Implementation Project Management, Onboarding Managers, Integration Engineers , and Sales Engineering teams to effectively and accurately configure new clients on our SaaS platform in staging and production environments
• Ownership of ongoing configuration updates as needed with Product releases
• Proactively engaging internal team to resolve any ambiguous configurations or conflicting instructions to promptly address and resolve onboarding issues
• Issuing partner credentials for all environments in a timely and secure manner
• In addition to initial configuration, the Implementation Specialist configures test data and test cases via our administrative system for use by onboarding clients during development
• Responding to internal and external client tickets in a timely manner adhering to any and all contractual SLAs
• Provide excellent written and verbal communication with our internal and external clients 
• Clearly documenting client configurations and ensuring full alignment between customer configuration and documentation, that documentation is up to date and reliable
• Become a subject matter expert on our platform and configuration capabilities, options, and best practices
• Documenting internal processes for team knowledge base and use for future team members
• Act as the primary point of contact for internal questions regarding client configurations
• Aid in identifying and helping to resolve client challenges during implementation due to configuration
• Supporting Integration Engineers troubleshooting workload as availability allows
• Strong passion for learning about our products and markets through in-house and external training.

What we require

• Technical background with 1+ years client facing support via ticketing or face to face interactions
• 1+ years experience with Splunk or equivalent
• experience with SaaS APIs, HTTP/S, JSON, XML, & Postman
• Ability to explain technical concepts to non-technical audiences
• Excellent attention to detail and organizational skills
• Strong analytical and problem solving skills
• Must be able to handle various tasks simultaneously, organize, prioritize, make decisions and work efficiently and effectively under deadlines
• Proficient in learning and understanding software applications quickly
• Experience with Salesforce or similar ticketing system required
• Excellent verbal and written communication skills
• Passionate about customer service and best in class onboarding experience
• Experience at a SaaS company required; Experience in the Identity/Fraud space is a plus!

The anticipated salary range for this role based on location is $65,000- $70,000 plus company bonus. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.

Prove follows a market driven compensation philosophy based on geographic location and respective market rates. Job offers will be aligned to location. Please speak with your recruiter if you have questions. Prove defines:

• Metro 2 - NYC metro area, Seattle metro area, Los Angeles metro area, and the Miami metro area.
• Metro 3 - all other cities across the domestic United States, with the exception of the San Francisco Bay Area.

• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
• Modern Health for financial, mental, and physical wellness
• 401(k) Retirement Plan & Match (US Offices) and Local Country Pension (International Offices)
• Unlimited Vacation and Flexible hours
• Comprehensive medical benefits for you and your family ❤️
• Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement)
• Bottomless snacks & beverages for certain office locations
• Daily GrubHub stipend for lunch if coming into the office (US Offices)
• A great place to work and connect with other talented Provers like yourself!

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Prove we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Equal Opportunity Employment:

Prove is an equal opportunity employer committed to providing equal employment opportunity for all people regardless of race, color, religion, gender or sexual orientation, age, marital status, national origin, citizenship status, disability, veteran status or other personal characteristics 

Privacy & Data Protection:

When you are applying for a job at Prove, we collect and use your personal information in the job application process. To understand more about how Prove uses your personal information, please see our Recruitment Privacy Policy on our website.