Implementation Specialist

About The Team:

OneSignal is seeking an experienced Implementation Specialist to help shape how brands engage their users across engagement channels. The Implementation Specialistwill play a pivotal role in onboarding new customers and working with existing customers to architect solutions for technical challenges.

Your responsibilities will include working closely with customer success, sales, support, product, and engineering to onboard new customers to the OneSignal platform and work with the biggest Enterprise customers to architect solutions for their technical needs. This includes developing best practices, customer data architecture, and setting internal and external (3rd party solution partners) standards. The role is measured by driving customer outcomes through technical problem-solving and project management. 

What You’ll Do: 

Onboarding

• Lead new client onboarding through SDK implementation and API integrations 

• Help clients and partners implement our products and plan projects effectively

• Demonstrate thought leadership and develop trust with the client by developing in-depth knowledge of their business and vertical

• Provide guidance and recommendations on platform configurations to achieve client use case and business process needs

• Drive the continuous improvements of our implementation methodology

Post Launch

• Work independently and/or collaboratively with internal teams as well as our clients to resolve client concerns, questions, and technical issues in a professional and timely manner

  • This will include investigating and troubleshooting cases of low to high complexity involving various OneSignal features and products

• Communicating and explaining technical concepts (limitations, requirements, functionality) to a wide range of audiences (both technical and marketing-focused)

• Provide consultative guidance to Enterprise-level clients on how to resolve OneSignal-related issues while maintaining empathy and professionalism

• Creating and refining client-facing documentation, as well as improving internal processes and technical troubleshooting reference materials.

Skills and experience: 

• 2+ years of working experience with mobile app development (preferably in a SaaS or mobile environment); preferably with experience coding or scripting with APIs, SDKs, and working in major app platforms (React Native, Flutter, Java, React, etc)

• Experience using common programming software development concepts and troubleshooting applications

• 2+ years experience working in a client-facing role (preferably in an enterprise application/software support environment)

• Possesses and exhibits an ability to communicate (both written and verbally) complex technical concepts to a wide range of audiences, including both technical and marketing-focused stakeholders

• Experience communicating with clients via phone, email and screen share

• A degree in CIS, MIS, or Computer Science (or equivalent job experience.)

• Ability to manage multiple priorities

• Candidates must be analytical, detail-oriented, concise communicators, able to organize and prioritize various tasks and must be able to deduce potential root-causes for technical issues based on provided “symptoms.”

• Candidates must have a customer-service-focused mindset with an emphasis on exceeding expectations

• Candidate must be located in the Eastern time zone, preferably with the ability to meet colleagues on a minimum monthly basis in New York City

The New York and California base salary for this full time position is between $110,000 - $125,000. Your exact starting salary is determined by a number of factors such as your experience, skills, and qualifications. In addition to base salary, we also offer a competitive equity program and comprehensive and inclusive benefits.