The Customer Implementation Specialist follows high level project methodologies and works in conjunction with various stakeholders (Product management, Customer Delivery, Sales, Operations and Technology) to manage the delivery of Open Finance solutions and to ensure go live dates are achieved. Their strong communication abilities, priority management and specialized technical skills are key in assisting our customers to successfully deploy our Open Finance products and solutions. As the product develops and expands, the Delivery team will play a key role to help shaping the future of Open Finance and growing the product to scale
Objectives:
1. Support the Implementation Team with the implementation of projects in the context of the Global Platform pilots and new markets deployments and expansions
2. Support the legacy customers migration effort in 2026
3. Support internal initiatives when relevant (review and enhancement of the documentation, process improvements, reporting best practice
Key Responsibilities:
- Acts as the key focal point for the Customer, maintaining close customer relationships during implementation and being the voice of the customer inside the organization.
- Leads assigned delivery projects to ensure contractual objectives, project milestones and revenue goals are met.
- Ensures resolution of day-to-day technical/operational issues related to assigned delivery projects.
- Proactively tracks project & task updates, maintaining a constant line of communication with all stakeholders involved, anticipating potential bottlenecks or delays to the project timeline.
- Applies Project Management practices and guidelines to maintain a high quality of delivery across all endeavours.
- Acts as a coach for our new clients. Supporting them in implementing our products in the correct way, ultimately supporting our clients in their strategic goals.
- Creates and maintains project documentation throughout every step of the project, in accordance with the Delivery Model.
- Acts as a Subject Matter Expert on the delivery process of Open Finance products and services.
- Identifies areas of improvement and implements changes and training opportunities.
- Secures high levels of customer satisfaction and retention.
- Handles multiple external customer projects and internal workflows in parallel.
- Provides input on how to enhance practices, infrastructure, and tools to support customer implementation.
- Ensures best practices, past delivery project lessons learned, and market insights/intelligence that are gathered during product delivery pilot, launch and operations, are reviewed with Product teams and reflected in future delivery process enhancements.
- Develops quantitative & qualitative reports.
All about you
Education:
Bachelor’s degree in any of the following: Information Technology, Computer Science, Exact Sciences or Business.
Experience:
- o 5-7 years of experience in the Payments industry or in another IT or FinTech ecosystem, with a focus in API solution environment, payments, and/or eCommerce solutions.
- o Substantial technical client-facing project management experience is a must.
- o Good knowledge in payment transaction processing, digital ecosystem and industry business principles.
- o A strong knowledge or experience in working with Open Banking.
- o Good understanding of the 4-party model and the full transaction lifecycle for Mastercard brands.
- o Technical expertise regarding API (coding, troubleshooting, logs analysis) is a plus
- Excellent verbal and written communication skills with a proven track record of managing business customers and their expectations.
- Proven customer focus and business acumen, solutions oriented, thought leadership.
- Project management experience with a strong attention to details. Very organized and process oriented.
- You thrive in a cross-functional and fast-paced work environment, with many different customers and internal stakeholders. You are able to deliver concrete solutions in complex contexts.
- Fast learner with ability to self-start and work without supervision, with proper issue escalation.
- Ability to work in close collaboration with multiple stakeholders; builds internal relations and is a team player.
- Impactful influence. Knows how to persuade others to achieve goals. Proactively engages with the concerned teams to address and resolve a problematic.
- When addressing a topic and its potential escalation to higher level stakeholders, you are able to build a strong and coherent rationale, weighting against all aspects of the business.
- Ability to manage escalations both internally and externally, appropriately and independently adapting the writing style and content to the involved stakeholders.
- Ability to come up with creative ideas to improve current processes and products.
- Flair to tech, and a burning interest for the world of financial technologies and the exciting possibilities Open Banking brings.
- Analytical thinking. Ability to create reporting and data management.
