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IPID is a fintech company building trust in global payments through account verification solutions for financial institutions, payment service providers, and enterprises. The company was founded by industry veterans from SWIFT and Thomson Reuters and combines deep payments expertise with modern technology to reduce fraud, improve compliance, and ensure money reaches the right recipient.
As an Implementation & Customer Success Specialist, you will be the bridge between IPID's technology and real customer value. You'll work directly with customers to understand their technical requirements, guide API integrations, and troubleshoot implementation challenges. This role blends technical problem-solving with customer partnership across three key areas:
Pre-Sales (25%): Support the sales team in client-facing activities as a trusted technical partner. Prepare demos, presentations, and technical documentation. Collaborate with senior specialists to understand client requirements and translate them into actionable solutions.
Implementation (40%): Lead smooth onboarding and integration for clients. Work directly with customer technical teams to gather requirements, configure integrations, and validate API workflows. Troubleshoot API integration issues, analyze request/response data, and partner with Product and Engineering teams to resolve complex technical challenges. Test and validate integrations using tools such as Postman. Document lessons learned and contribute to internal knowledge-sharing resources.
Customer Success (40%): Serve as the primary point of contact for clients post-implementation, fostering long-term relationships and satisfaction. Deliver ongoing training, enablement sessions, and best-practice guidance. Monitor client usage data and feedback to identify pain points and expansion opportunities. Proactively escalate client issues or risks before they impact experience. Support retention and advocacy by ensuring clients achieve measurable success.
You'll manage multiple customer relationships simultaneously, improve how implementations are delivered, and help customers use IPID's solutions successfully over the long term. The role offers meaningful impact in a collaborative, fast-moving global fintech environment with exposure to global customers and experienced professionals across payments and technology.
REQUIREMENTS:
- Minimum 2 years in implementation, solutions consulting, technical support, technical account management, or customer success roles involving APIs and software integrations
- At least 1 year of hands-on experience working with REST APIs, software integrations, and SaaS platforms
- Strong understanding of software development lifecycle and technical implementation processes
- Strong pre-sales and client relationship management experience, beyond ticketing or customer service
- Familiarity with APIs, databases, and cloud technologies
- Proficient in project management tools and methodologies
- Excellent problem-solving skills and customer-first approach
- Strong English communication skills with ability to explain technical concepts to non-technical stakeholders
- Ability to manage multiple projects and priorities simultaneously
- Demonstrated ability to manage multiple customer relationships simultaneously
- Driven and proactive with strong attention to detail
- Self-starter who works independently while being reliable and collaborative
- Experience in globally distributed start-up or high-growth environment is a plus
- Knowledge of OpenPGP and RSA is an added advantage
- Valid work authorization for Malaysia required
