What are the responsibilities and job description for the Implementation Manager position at Sphere Laboratories, Inc.?
Reports to: VP Product · Location: Remote, Americas time zones · Languages: Spanish and English required; Portuguese a plus
About the role
Sphere is a stablecoin payments API. Fintechs and platforms across the Americas integrate us to onboard their customers (KYC/KYB), hold balances, and move money between stablecoins and local rails — SEPA, SWIFT, ACH, wires, PIX, SPEI. Our customers are engineering teams building on our API, and the quality of their integration decides whether they succeed with us.
The Implementation Manager is the technical owner of that integration from first call to steady state. You field the technical questions in pre-sales, run the integration to go-live, stay the technical point of contact for our top-tier accounts, and turn what you see into product change. Today this work is done well but done by hand. We are hiring someone who can do it well and build the system — playbooks, SLAs, escalation paths, feedback loops — so it scales beyond one person.
What you'll own
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Be the voice of the customer on technical gaps. Know better than anyone how integrators actually use the product and where it fails them, and turn that into evidence — patterns across accounts, not anecdotes.
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Get integrators unstuck, from first technical call to go-live. Field technical questions in pre-sales, then give integrators same-day, endpoint-level answers: what's wrong, whose side it's on, and how to work around it until the fix ships.
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Keep top-tier accounts healthy. Be the named technical contact for our largest integrators: run their shared channels, own escalations to our banking and compliance partners, and close every loop in writing.
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Monitor and resolve integration bugs fast. Root-cause before you escalate, file tickets engineering can act on without a follow-up question, and open the PR yourself when the fix is small.
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Feed product the right problems. Own the loop from integrator pain to roadmap — feedback tickets with customer impact quantified, a standing review with Product, and input on specs before features ship.
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Build the system. Stand up the implementation playbook, issue SLAs, partner escalation runbooks, and SOPs for recurring edge cases so the function scales beyond one person.
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Drive rollout and adoption. As the technical point of contact you will help with rollout of new products, policy changes, and resolution of bugs that impact on our integration customers.
How success is measured
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Time to launch - how long it takes for an integrator to go live post-contract signing.
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SLA adherence rate - against the response and resolution targets you set for technical support.
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Top-tier account health: open issues, age of oldest issue, escalations resolved without product/engineering involvement.
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Product problems raised by you that make the roadmap.
What we're looking for
Must have
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4 years in an implementation, solutions engineering, or technical account management role at an API-first company; payments, banking, or stablecoin infrastructure strongly preferred.
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Hands-on with REST APIs and webhooks: can test an endpoint, read a payload, and debug an integration from logs.
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Can read code well enough to trace a bug to a file and a PR; can write SQL to answer your own questions about customer data.
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Evidence of building process where none existed — a playbook, an SLA model, a runbook set — and getting a team to adopt it.
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Professional fluency in Spanish and English, written and spoken. Most of your customers will be in Latin America; most of your colleagues will not.
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Writes clearly under pressure. Your Slack messages and tickets are the product for the people reading them.
Nice to have
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Portuguese.
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Experience with KYC/KYB vendors (Sumsub or similar) and the flows around questionnaires, document resubmission, and verification levels.
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Familiarity with SEPA/SWIFT return codes, correspondent-bank rejections, or local rails in LatAm.
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Have shipped small fixes or docs PRs in a production codebase.
Not this role
This is not a sales, pricing, or legal role. You join pre-sales to answer technical questions and scope integrations, not to run deals; commercial terms, pricing analysis, and contract redlines sit with Sales and Legal. It is also not a ticket queue: you are expected to reduce the volume of issues over time, not just answer them faster.
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