Work at IDology

The Role

Based in Atlanta GA and reporting to the Sales Operations Manager, we are looking for someone with high energy, good organizational skills and a desire to grow within our company. The Sales Development Representative will work closely with our Senior Sales Representatives to help them research and develop prospective customers in the banking, lending, e-commerce, insurance and wealth management sectors.

What you’ll do:

• Research and develop prospective customers
• Learn and develop a deep understanding of our solutions
• Use our internal tools to build new opportunities

How success will be measured

• Attend all company sponsored training sessions and apply learned techniques and new products to sales opportunities
• Achieve your monthly sales objectives and goals set forth by your manager.

To help you be successful, we’re looking for:

• Strong computer and web proficiency
• Proficient with MS Office
• Excellent oral and written communication skills
• Demonstrated ability to take initiative and work independently as well as in a fast-paced team environment
• Highly motivated drive for success
• Excellent inter-personal and inter-departmental skills

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

The Role

We’re seeking a diligent Senior Accountant to join our Finance Team. This role will execute a variety of accounting procedures, including billing, month-end and year-end closing tasks, balance sheet accounts reconciliations, completing audit requests, conducting variance analyses, and ad hoc reporting requests and tasks assigned by senior team members.

The successful candidate will be a highly motivated go-getter and self-starter, eager to thrive in a fast-pace environment and possess technical capabilities to support the Finance Team.

To help you be successful, we’re looking for:

• Extensive experience in accounting, both public and private
• Working knowledge of GAAP and IFRS
• Strong mathematical and analytical skills
• Good problem-solving and time management skills
• Excellent communication skills, both written and verbal
• Proficiency in Excel (Vlookups and pivot tables)
• Proven ability to handle multiple projects simultaneously
• Highly organized and detail-oriented
• Great Plains/Dynamics experience preferred
• CPA preferred

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

The Role:

The Software Engineer will be a member of an awesome, close-knit technology team focused on developing commercial SaaS solutions. This position is based in Atlanta, GA and will report to the Director of Software Development.

To do this job successfully, you need exceptional skills in statistics and programming. You will get to work closely with the engineering and implementation teams, product managers, and management throughout the development process.

If you have knowledge of data science and software engineering, we’d like to meet you.

What you’ll do:

This person will design, develop, implement, test, document, and operate large-scale, high-volume, high-performance data structures for analytics and deep learning. Implement data ingestion routines both real time and batch using best practices in data modelling.

How success will be measured

• Create and maintain unit/integration test cases using an automated testing tool.
• Enhance existing products as well as develop new products

To help you be successful, we’re looking for:

• 3+ years of software development experience. (We are open to interviewing candidates with less than 3 years of experience).
• Software development experience using at least one object-oriented language (Java or C#)
• Strong verbal presentation and written communication skills.
• Experience in UNIX or Linux.
• Solid grasp of web and back-end application development and troubleshooting.
• Strong background in algorithms and data structures.
• Experience working with popular version control tools like git or SVN
• Good Knowledge of math, probability, statistics, and machine learning algorithms.
• Interface with the Quality Assurance team to ensure bug-free deliverables.
• Provide input on estimates and progress to Management to ensure timely delivery.
• Develop and maintain efficient, high-quality web applications using your preferred development tooling and following our SDLC process.
• Translate business and functional requirements into documented technical specifications.
• Maintain technical skills and expertise through continuing education and training.
• Facilitate code reviews, code quality checks, developer integration testing, etc.

Preferred but not mandatory skills

• Experience with JavaScript, XML, JSON, REST & APIs, (A nice to have skill, but not required)
• Experience developing data-centric applications such as ETL, Data Warehousing, Data Cleaning, and BI Intelligence (A nice to have skill, but not required
• Ability to write build and automation (cron) scripts using tools such as Bash, Ant or Maven (A nice to have skill, but not required).
• Can efficiently design and optimize SQL queries. (A nice to have, but not required)
• Web development experience using HTML, CSS (A nice to have skill, but not required)

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

The Role

As the Customer Success Specialist, you will serve on the front line for support of our clients, the face of IDology. We are looking for a Customer Success Specialist who has a genuine love of supporting SaaS clients, problem solving, training, and analyzing data. If you are described as a proactive, detail oriented, problem-solver that thrives in a fast-paced work environment, then we would love to hear from you.

What you’ll do:

• Receive and resolve customer calls, emails, and support tickets via online tracking system.
• Thoroughly document support tickets with customer correspondence to show issue history.
• Provide basic level troubleshooting to clients regarding concerns with technical issues and reconciliation of accounts.
• Ability to identify when escalation is needed and document troubleshooting steps that were taken to ensure proper escalation to the appropriate department.
• Perform training remotely on our SaaS for clients for new solutions and enhanced solutions.
• Assist with the presentation of monthly results to ensure proper data analysis and recommendations based on those findings
• Perform ad hoc customer service-related tasks or projects as necessary
• Availability to be on call after normal work hours. Normal work hours are Monday – Friday 9:00 a.m. – 5:30 p.m. EST

To help you be successful, we’re looking for:

• Experience in a consulting or help desk type environment is a plus
• Strong telephone presence and excellent written and verbal communication skills
• Ability to provide courteous and empathetic support while following company rules and guidelines
• Possess sense of urgency and ability to ask appropriate probing questions to ensure you understand the complete nature of a request
• Proactive, detail-oriented, problem-solver who is committed to accuracy and can effectively handle stress in difficult situations
• Experience troubleshooting minor technical issues, and knowledge of smart phones / mobile apps
• Strong work ethic, punctuality and attendance, and willingness to speak honestly with management and other members of the team
• Basic computer skills (including Word, Excel, Outlook) and knowledge of Jira and SalesForce

What’s in it for you?

You’ll be working in a high growth industry with some of the biggest brands and customers, globally. We also offer competitive compensation packages such as flexible spending accounts, a 401(k) plan and several health insurance options so you can choose a plan that best meets your needs.

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

The Role

The Customer Success Manager is a client-facing role who ensures customer success by delivering ongoing guidance for our identity verification solutions after the sales cycle has been completed. In this role, you will be the key point of contact for our customers, helping to maximize the value they receive from our solutions, cultivating successful long-term partnerships. The role manages top tiered customers and/or key accounts in close collaboration with the internal teams. Serve as a proactive trusted advisor to deeply understand our customers and their needs. You will be required to present quarterly business reviews based upon deep analysis of your client’s trends and make appropriate recommendations.

What you will be doing

• You will work closely with our largest enterprise customers to understand how they work, their business challenges, paint the art of the possible through IDology, and mentor them on how to personalize Slack to communicate, collaborate and work more effectively.
• Understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of large enterprise customers
• You will lead a cross-functional partnership across your named customer(s) and IDology and identify new ways our platform can differentiate them in the market.
• You will craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, communication, and eliminates barriers to customer advocacy and expansion.
• Facilitate training with customers on best known practices, new solutions, and latest product innovations.
• Facilitate Executive Business Reviews with economic decision makers and IDology stakeholders, where we celebrate shared successes, and course correct where necessary.
• Maintain high levels of engagement across a broad group of customers, with an emphasis on customer appreciation and advocacy
• Tier 1 troubleshooting of SaaS
• Serve as a mentor and coach to others on the Customer Success Team
• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)

What you should have

• You are passionate about the future of work, and positively impacting the working lives of people in large organizations
• This is a demanding role that requires strong leadership, committed priority management and high emotional intelligence.
• You are an excellent teammate who has a consistent record of excelling in fast-growing environments and taking initiative!
• Relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred
• Experience implementing and supporting large scale technology solutions at Fortune 500 companies
• Consider program management a strength and have experience using joint sponsorship to execute against deadlines within a complex organization
• You have a passion for building trust and communicating with a broad range of partners: C-Suite, senior executives, business owners, IDology administrators, developers, and day-to-day users of the software
• Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of

What’s in it for you?

You’ll be working in a high growth industry with some of the biggest brands and customers, globally. We also offer competitive compensation packages such as flexible spending accounts, a 401(k) plan and several health insurance options so you can choose a plan that best meets your needs.

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

The Role

We’re looking for an Account Executive (Inside Sales) to fill a hunter role within our high growth organization. The sales executive will identify opportunities for our identity verification and fraud solutions with new prospective customers. In addition, this role will also focus on selling additional products to a set of named existing customers. Expectations for this position include understanding and navigating the sales process, building and growing a strong pipeline, deep knowledge of IDology’s solutions and closing new business.

Responsibilities:

• Build and develop strong pipeline of prospective customers
• Develop relationships within those accounts and grow the business
• Forecast new business at a high level of accuracy
• Learn and develop a deep understanding of IDology solutions
• Use Salesforce.com and other internal tools to manage the sales process
• Monitor sales metrics (e.g. quarterly results and annual forecasts)
• Attend all company sponsored training sessions and apply learned techniques and new products to sales opportunities

Requirements:

• Position is based in Atlanta, GA
• Successful experience selling SaaS based solutions
• Strong computer and web proficiency including experience with Word, Excel and Salesforce.com or other web based sales automation tools
• Excellent oral and written communication skills
• Demonstrated ability to take initiative and work independently as well as in a fast paced team environment
• Highly motivated drive for success
• Excellent inter-personal and inter-departmental skills
• Experience with mobile and fraud solutions a plus

What’s in it for you?

You’ll be working in a high growth industry with some of the biggest brands and customers, globally. We also offer competitive compensation packages such as flexible spending accounts, a 401(k) plan and several health insurance options so you can choose a plan that best meets your needs.

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

The Team

Our Employee Experience Team is central to the success of the business. We are building a culture of engagement; something which our CEO champions every day. We want to be known for having ‘the best and most engaged’ people in the industry. This role reports to the Senior Talent Attraction Manager, Laurie, and sits within the Talent Team of 4, covering Talent Attraction and Development.

The Role

You will be helping to ensure our organisation attracts the best and most engaged candidates across the US, in line with agreed business priorities. Currently, we’re located in Georgia, California and New York.

You’ll partner with hiring managers and HR Business Partners to deliver a best in class recruitment service which includes providing specialist advice, support and challenge to drive recruitment at pace and to a high standard.

What you will do

Provide end to end support to hiring managers when they have a vacancy they are recruiting for, including:

• Advising on appropriate sourcing methods to attract a diverse pool of candidates
• Shaping selection criteria and methods
• Managing the internal candidate pipeline and process
• Direct sourcing candidates
• Pipelining agreed priority areas
• Managing agency partnerships and negotiating with new suppliers
• Ensure that attraction tools, programs and processes are applied consistently whilst recommending improvements that simplify process and improve stakeholder / customer experience
• Implement new attraction initiatives that enhance team performance and candidate experience

To enable you to be successful, we’re looking for

• A deep specialist knowledge in recruitment/ talent attraction and relevant tools/systems
• Extensive experience as in house recruiter
• Understanding the recruitment landscape and latest trends to inform business decisions
• The ability to hire across a broad spectrum, from experienced professionals to early talent
• Used to working in partnership, using influence rather than formality to drive results
• Experience advising teams on how to effectively assess candidates
• The ability to provide constructive feedback at each stage of the recruitment process, providing an excellent candidate journey
• Established sourcing experience including social networks, CV banks and other relevant channels
• Experience attracting diverse candidates
• Experience benchmarking salaries
• Exposure to working across different geographies, time zones and cultures

What’s in it for you?

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference and everyone has something to contribute.

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

We are looking for Sr. Mobile Developer who will be a member of an awesome small technology team focused on developing commercial Mobile Apps and SDKs. Projects will involve enhancing existing products and developing new products built on the iOS and Android Platforms. As the Mobile App Developer, you will work closely with the engineering teams, product managers, and management to develop new product offerings and improve existing Mobile Apps for IDology clients. Our applications are developed using iOS, Xcode, Swift, Android Studio, and open-source tools.

RESPONSIBILITIES:

• Develop, maintain, and support, efficient, high-quality Mobile Apps using your preferred tools and following our SDLC process
• Collaborate with IDology Product team to create innovative identity verification and fraud detection services
• Interface with the Quality Assurance team to ensure bug-free deliverables
• Provide input on estimates and progress to the Project Manager to ensure timely delivery
• Follow secure software development practices, paying particular attention to the OWASP Top 10 Vulnerabilities in web applications
• Translate business, and functional requirements into documented technical specifications
• Maintain technical skills and expertise through continuing education and training
• Make recommendations to leadership on anything from app trends to defect resolutions
• Be responsible for the technical delivery of mobile application focused projects
• Facilitate code reviews, code quality checks, developer integration testing, etc.

REQUIREMENTS:

• Minimum of 5 years of software development
• Minimum of 3 years developing production mobile applications for Android and iOS devices
• Experience in building frameworks , both modern XCFrameworks and old fashioned “Fat” Frameworks”
• Experience with Swift Package Manager and other build, dependency management and distribution practices
• Experience with Cocoa Pods
• Experience with enterprise distribution
• Strong knowledge of Swift AND Objective C
• 2+ years developing software with a popular Object-Oriented programming language such as Java, C++, C#
• 3+ years of experience developing native applications for iOS devices (iPhone, iPad, iTouch, etc.) using Cocoa Framework, Swift, or Objective C 2.0.
• 2+ years of experience developing native applications for Android devices such as Galaxy S20 Ultra, Galaxy S8, Galaxy Tab S7, HTC Desire 626, etc. using Android Studio, Java/Kotlin
• Expertise in integrating with web services, JSON and XML
• Have experience in building native iOS or Android applications, with a desire to “play and learn” on both platforms
• Thrive in a fast-paced environment and are adaptive in the face of ambiguity/change
• Have a desire to always make products better/faster/more intuitive
• Strong communication and customer interaction skills
• Solid understanding of mobile UI design and best practices, application architecture principles (client-side scripting, web service tiers, database storage, caching, etc.)
• Strong knowledge of one or more Mobile App programming languages such as Java, Kotlin, Swift, and Objective C

PREFERRED:

• Bachelor’s degree in a technical discipline or related field
• 5+ years developing production mobile applications
• 3+ years of software development experience
• 2+ years developing web applications in popular languages such as PHP and Python.
• Expert in Swift or Java – both a plus
• Ability to manage multiple parallel projects and delivering quality releases on schedule
• Solid grasp of web and back-end application development
• Experience with troubleshooting Mobile Apps
• Experience with Swift Test Automation
• Problem resolution skills
• Familiarity with a SaaS environment (REST APIs, etc.)
• Familiarity with build scripts such as Ant, Maven, and Gradle
• Familiarity with UNIX or Linux (is a plus)
• Familiarity with SQL queries (Oracle, MS SQL, MySQL, etc.)

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

This role in Quality Assurance is responsible for participating in testing of the Product. The position works with management to enhance quality and process standards and to plan and execute effective and efficient test approaches to accomplish on-time and efficient delivery of high-quality software products and/or data as part of our software development methodologies.

QUALIFICATIONS:

• 5+ years of Quality Test Engineering experience
• BS Engineering/Computer Science or equivalent experience required

TECHNICAL SKILLS:

• Strong experience with a performance / load test tool.
• Solid Experience working with front end UI, XML, and Web Services technology
• Required experience with JAVA language
• High Level Expertise in Technical/Troubleshooting
• Experience in Performance, Capacity, and Regression test procedures
• Solid experience in developing selenium frameworks from scratch using Java and Selenium WebDriver is strongly preferred
• Java unit testing frameworks such as Junit and TestNG. TestNG experience is preferred.
• Experience working with a distributed team (Cross-Team communications/workings (Dev/Product Mgt)
• Strong understanding of QA methodologies.
• Strong knowledge of process improvement.
• Strong knowledge of the software development process.
• Advanced written and verbal communication skills.
• Experienced QA testing skills.
• Ability to develop and execute complex automated and performance testing.
• Basic understanding of working within budgets.
• Understanding of industry trends.
• Strong research skills (tools/root cause analysis).
• Exhibits innovative approaches to process improvement.
• Strong written and oral communication.
• Administration of testing tools/environments.

ACCOUNTABILITIES:

• Innovate process improvements that enable efficient delivery and maintenance with consistent direction.
• Research available tools and lead or participate in initiatives to identify and implement those that will cost-effectively enhance testing capabilities and product quality.
• Identify areas for cooperation with other teams to improve overall quality and, with peers or others, implement initiatives improving testing capability and efficiency.
• Configure, maintain, and/or administer testing tools or environments.
• Develop and execute automated and performance testing for assigned projects to successfully and consistently enable delivery of high-quality software products and services on time, on budget, and to specification.
• Interact with Product Management, Development, and Client Solution to plan testing for delivery of products and enhancements and to assure products meet product requirements and quality standards.
• Maintain flexibility to react quickly to changes in priorities or circumstances to meet the needs of the business.
• Plan and execute automated and performance tests working with QA/Testing staff, technical leads, and subject matter experts.
• Report issues and results, researching and identifying root causes as appropriate, documenting accordingly.
• Ensure that testing addresses requirements as agreed with other stakeholders.
• Research available tools and participate in initiatives to implement those that will cost-effectively enhance testing capabilities and product quality.
• Identify opportunities to apply existing automation or other tools to meet testing needs.
• Research and identify root causes of performance issues in partnership with architect(s), developers, and network and system engineers.
• Maintain awareness of the state of the industry and evaluate emerging trends/developments that may benefit the organization.
• Conduct project reviews, ensuring review criteria are defined, and implementing procedures for ensuring quality control of project deliverables.
• Cooperate in the enhancement of the methodologies employed for test planning and execution, defect tracking, and metric and status reporting.
• Lead or participate in continuous improvement initiatives and implementation of best practices.
• Maintain framework for record retention in order to support internal and external IT audits.
• Work across teams to enhance quality assurance/testing and help to develop/execute performance and automation testing throughout the business as appropriate.
• Identify areas for improvement and, with leadership, peers, or others, implement initiatives improving overall capability and efficiency.
• Ensure results of root cause analyses are addressed.
• Maintain flexibility to react quickly to changes in priorities or circumstances to meet the needs of the business.
• All other duties as assigned.

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

The Implementation Specialist is responsible for assisting new and existing customers with the implementation of IDology SaaS products, while promoting a positive customer experience. Accountability in this role is focused on the successful launch and “go-live” of customer implementations.

Someone in this role should possess a proactive mindset and is considered to be a trusted advisor who is responsible for guiding the customer through the process of software implementation. This position serves as liaison between IDology and the customer in order to promote a successful integration of our solutions and onboarding experience.

JOB RESPONSIBILITIES

• Works on multiple software consulting projects as assigned, focusing on the analysis of the customer’s business goals, objectives and needs.

• Analyzes customers’ business requirements and objectives; develops a plan to meet customers’ business and/or compliance needs.
• Leads remote sessions with customers in order to configure, train, and test the software and the associated processes.
• Takes on a consultative mindset and ensures solutions meet specifications and the customers’ specific operational workflows.
• Assesses services related to the use of software applications such as business process review, planning sessions, setup and testing, readiness assessment, and data import/conversion based on customer’s business and/or compliance needs.
• Support IDology Sales Team with training and/or other implementation-related requests, as needed.
• Ability to quickly develop and maintain a high level of knowledge of divisional software products and remain expert on current product knowledge, both from an internal and end user perspective.
• Effectively applies broad, in-depth, and up-to-date knowledge of pertinent project management, technical, business, and professional issues.
• Ability to build rapport quickly and become a trusted advisor for the customer.
• Consistently and effectively leads diverse projects and project teams in a supportive role providing guidance, direction, and feedback.
• Willingness and ability to quickly master training and presentation skills.
• Strong initiative, customer-service orientation and commitment to insuring timely, quality resolutions to customer issues.
• Effectively develops and uses a systematic approach to analyze and solve problems. Acts proactively to anticipate risks and seeks to mitigate them before they occur. Visualizes the big picture and effectively identifies key issues and designs harmonious and effective solutions.
• Well-organized, self-directed team player. Remains open to others’ ideas and exhibits willingness to try and learn new things.
• Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback. Effectively presents and explains information to various group sizes and levels of knowledge.
• Adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, customers, vendors and others.

REQUIRED

• Bachelor’s Degree with 3+ years of experience working in Client Solutions/Customer Support environment.
• Software Implementation / Installation experience
• 2+ years data analysis and reporting experience.
• Ability to assist with solution integrations that need to run via API.
• Proficient in Microsoft Windows and Office.
• Experience in customer-facing role, preferably as a Client Support Specialist, Account Manager and/or Customer Success Manager.
• Moderate to high-level of technical support experience- candidate will need to possess sufficient technical acumen with the ability to effective and efficiently troubleshoot issues.
• Highly organized and able to manage multiple integration projects at once.
• Project Management background.
• Must have a proactive mindset and be able to articulate technical problems effectively.
• Good business acumen- ability to effectively and efficiently communicate with clients and prospects via email, phone, and other means of communication.
• Ability to manage a high volume of client requests at any given time.
• Knowledge of mobile SDK, API, and web service integrations.
• Strong analytical, troubleshooting and problem-solving skills.
• Highly motivated, independent worker with an entrepreneurial spirit and a strong comfort level in embarking on unfamiliar tasks; must be a quick learner and able to adapt, based on internal and external customer needs.

PREFERRED

• Some software programming experience, specifically working with APIs and REST-based web services; Highly preferred.
• Knowledge of HTML, XML, JavaScript, JSON; Highly preferred.
• Bachelor’s Degree in Computer Science or IT related field.
• Experience with analytical software tools such as Tableau.
• Previous experience working in a Technology company
• Experience with Jira Service Desk, including Confluence.
• Experience leveraging API platform, such as Postman.

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

As the Customer Success Specialist, you will serve on the front line for support of our clients, the face of IDology. The Customer Success Specialist is responsible for providing software technical support to the SaaS community. Responsibilities include involvement in client installations, day to day client support, training and onboarding SaaS clients, and participation in projects to meet team goals and company-wide initiatives. Additionally, this position will support a customer care philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues. The ability to assist with projects between internal departments is required. Strong relationships with our technology department and key customers are crucial to success.

Essential Responsibilities

• Provides tier 1 technical support to our SaaS clients
• Manage support tickets through email, CRM ticketing system, and phone queue
• Provide ticket status and information to internal and external stakeholders
• Respond to all inquiries in a timely manner through written and verbalcommunication
• Become a Product Expert – understand the ins and outs of the solutions as well as the benefits of using it
• Stay up to date on new product features – we’re always innovating our platform!
• Work with support resources to resolve client issues and partner with other team members to resolve escalated issues
• Assess and prioritize tasks based on due dates, difficulty and resources/input required
• Support implementation activities by creating JIRA tickets for development, liaising with our technology teams for clarity, and executing user acceptance testing
• Submit defect and enhancement requests with appropriate detail to product and development teams for resolution.
• Assist with process creation, supporting artifacts, and engaging appropriate resources based on the complexity of client implementations
• Assist with ongoing support activities after the client has successfully onboarded

• Availability to be on call after normal work hours. Normal work hours are Monday – Friday 9:00 a.m. – 5:30 p.m. EST

Who You Are:

• Minimum 2 years of customer service experience in a help desk type environment supporting SaaS clients
• Knowledge of API integrations is desired
• Proven tier 1 troubleshooting and problem-solving skills and ability to work through complex issues
• Strong telephone presence and excellent written and verbal communication skills
• Ability to provide courteous and empathetic support while following company rules and guidelines
• Possess sense of urgency and ability to ask appropriate probing questions to ensure you understand the complete nature of a request
• Proactive, detail-oriented, problem-solver who is committed to accuracy and can effectively handle stress in difficult situations
• Strong work ethic, punctuality and attendance, and willingness to speak honestly with management and other members of the team
• Basic computer skills (including Word, Excel, Outlook) and knowledge of Jira and SalesForce

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

The Customer Success Manager is a client-facing role who ensures customer success by delivering ongoing guidance for our identity verification solutions after the sales cycle has been completed. In this role, you will be the key point of contact for our customers, helping to maximize the value they receive from our solutions, cultivating successful long-term partnerships. The role manages top tiered customers and/or key accounts in close collaboration with the internal teams. Serve as a proactive trusted advisor to deeply understand our customers and their needs. You will be required to present quarterly business reviews based upon deep analysis of your client’s trends and make appropriate recommendations.

What you will be doing

• You will work closely with our largest enterprise customers to understand how they work, their business challenges, paint the art of the possible through IDology, and mentor them on how to personalize Slack to communicate, collaborate and work more effectively.
• Understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of large enterprise customers
• You will lead a cross-functional partnership across your named customer(s) and IDology and identify new ways our platform can differentiate them in the market.
• You will craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, communication, and eliminates barriers to customer advocacy and expansion.
• Facilitate training with customers on best known practices, new solutions, and latest product innovations.
• Facilitate Executive Business Reviews with economic decision makers and IDology stakeholders, where we celebrate shared successes, and course correct where necessary.
• Maintain high levels of engagement across a broad group of customers, with an emphasis on customer appreciation and advocacy
• Tier 1 troubleshooting of SaaS
• Serve as a mentor and coach to others on the Customer Success Team
• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)

What you should have

• You are passionate about the future of work, and positively impacting the working lives of people in large organizations
• This is a demanding role that requires strong leadership, committed priority management and high emotional intelligence.
• You are an excellent teammate who has a consistent record of excelling in fast-growing environments and taking initiative!
• 3 – 5 years relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred
• Experience implementing and supporting large scale technology solutions at Fortune 500 companies
• Consider program management a strength and have experience using joint sponsorship to execute against deadlines within a complex organization
• You have a passion for building trust and communicating with a broad range of partners: C-Suite, senior executives, business owners, IDology administrators, developers, and day-to-day users of the software
• Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact HR@idology.com We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.