What you'll do at Persona
- Be the customer’s technical point of contact through their initial implementation with Persona. You'll understand their business and technical needs, and help craft customized solutions to drive long-term value.
- You'll be a primary player during onboarding and integration, in some instances, partnering with the Customer Success team to ensure the customer's technical success as they implement with our platform.
- Project manage multiple active implementations from a variety of use-cases and technical scope, while partnering with customer teams of different size and complexity.
- Conduct and lead project kickoffs, discovery sessions, training workshops, escalation calls, and ad hoc meetings as needed.
- Build a deep understanding of customers’ business problems, technical requirements, and success criteria so you can empower them to solve complex business problems.
- Apply your deep technical and customer knowledge to help iterate on and improve internal and external processes. You'll be a trusted advisor - relaying trends and insights from customers to Persona, and from Persona to the customer.
- Update and maintain technical documentation, change logs, and other scalable resources to improve the customer experience during onboarding and drive self-serve customer education.
- Engage with Product, Engineering, and Growth teams to incorporate and prioritize customer feedback to inform the roadmap.
- You will automate processes, and take innovative approaches to problem-solving that will have the power to help shape internal and external decision-making.
What you'll bring to Persona
- A minimum of 1-3 years of work experience in a customer-facing role (e.g. Implementation Manager, Customer Success Manager, Onboarding Specialist, Solutions Engineer, and Technical Project Manager)
- Close cross-functional collaboration with engineering and product
- Excellent written and verbal communication skills, including the ability to communicate complex technical and business concepts to technical and non-technical personas
- Experience with APIs, web development, and writing scripts to build internal tools (e.g. bash scripting, Python, SQL, and Ruby)
- Project management experience, you set realistic execution expectations and ensure timely project delivery.
- You’re an action-oriented and organized self-starter who isn’t afraid to get scrappy to solve customer issues – you have a strong work ethic and are committed to excellence
- You have a growth mindset – you are coachable, enjoy learning, are comfortable with ambiguity, and can be flexible in your thinking
- You’re good at multitasking, prioritizing effectively across a wide variety of tasks and evaluating situational urgency – you thrive under pressure and enjoy clarifying ambiguous situations
- You have a proven track record of synthesizing customer feedback to provide helpful feedback to cross-functional partners and drive product improvements.
- You have a deep interest in understanding customer needs and are excited to become an expert on Persona’s product.
- Bonus points for experience in the compliance, identity verification, and/or fraud space
Top Skills
What We Do
Persona helps businesses manage KYC/AML/KYB programs, fight fraud, and build trust by automating any identity-related use case with our flexible identity infrastructure. For example, we help Branch automate their KYC process and Coursera verify learners’ identities before delivering course credentials.
Beyond securely collecting and verifying user information such as PII, government IDs, and biometric selfies, our platform also provides flexible case review and orchestration tools to help businesses streamline and automate their identity operations — from setting custom rules to ingesting third-party data and triggering external actions.
Why Work With Us
Persona's a leader in identity verification, offering unmatched flexibility to meet diverse business needs. With customizable building blocks, our product adapts to various industries, use cases, and risk levels. Our core value of having a People-first culture thrives on new perspectives that enrich the workplace and support our mission and value.
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