Manager Implementations

  • Klarna
  • Columbus, OH, United States
  • Jul 28, 2017
Full time Management

Job Description

The Implementation Team’s primary focus is the integration and support of Klarna’s Medium to Enterprise size merchants.  This team is made up of experts in custom checkout integrations, as well as those on supported ecommerce platforms such as Magento, Demandware, Hybris and Websphere.  In addition to supporting merchant integrations, you will also help improve documentation, processes and procedures used by the Implementations Team.

The Manager Implementations excels at client communications, escalation management, technical team direction and mentoring and resource management. The Manager Implementations should also be comfortable with discussing technical topics and be able to lead an implementation themselves.

Additional tasks:

  • Coordinate with merchants on the kickoff of an implementation project
  • Mentor, staff and manage a team of implementation engineers
  • Work with stakeholders across Klarna in Sales, Finance, Legal, Customer Service and Merchant Support
  • Utilize metrics to manage the implementation team
  • Escalate issues where appropriate to sales and other internal stakeholders
  • Lead daily standups and bi-weekly resource planning meetings

You will also ensure your team provides merchants with outstanding service and technical support.  You can expect to be involved in a range of activities with their team as well as merchants such as implementations, upgrades, managing the process & expectations, troubleshooting & resolving technical issues, responding to merchant questions in a timely manner.

Problem solving, meeting tight deadlines and achieving results are critical.  You will be working closely with the merchant’s technical team from the initial implementation of Klarna through ‘go-live’ and post go-live QA until the merchant is satisfied with the implementation.

To be successful in this role you will enjoy working at a high speed pace. You must thrive in an environment where you get the opportunity to use your quick technical and creative mind, and achieve demonstrable results.

Responsibilities:

  • Manage a team of Implementation Engineers
  • Work closely with Klarna merchants
  • Work on multiple implementations and upgrades concurrently
  • Manage the team’s time with input from Sales as to the priority of each implementation
  • Work closely with Sales to communicate status as well as manage staffing levels based on the sales pipeline

Requirements:

  • Ability to lead a team
  • Excellent time management and resourcing planning skills
  • Prior development experience    
  • eCommerce Platform experience (i.e. Magento, Shopify, Custom eCommerce platforms)
  • Able to self manage, but work well within a team
  • Detail oriented
  • Able to talk clearly and confidently with developers and merchant technical team management
  • Proven ability to become expert in new technologies in a short time frame.
  • Excellent oral and written presentation skills in English, able to communicate product, business, technical information
  • Demonstrable experience managing client-facing projects to completion
  • Ability to work within a multi-functional team, uniting disparate groups across engineering, product management, and sales in support of a common goal
  • Experience in ecommerce