Integrations Lead - Denver

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $100 billion problem globally. It’s high volume crime that’s increasingly organized in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand, we’re working with some of the best and largest retailers in the world across Australasia, North America, and the UK.

Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, for everyone, then we want you on our team.

The Role

We are looking for a highly skilled and motivated Integrations Lead to join our dynamic team. You will play a crucial role in owning and building out consistent global processes and best practices for supporting our customers when it comes to technical integrations. This is a hands-on role that will involve starting with a small team of 1-2 people, with scope to grow the team and refine our processes as we continue to scale.

You will be responsible for managing technical integrations during customer onboarding, coordinating between customer success and technical teams, leading a small globally distributed team that will grow over time, and providing an exceptional customer support experience. A primary focus will be to build strong relationships with our Engineering and Customer Success teams to understand Auror's product and technology platform. Leveraging this knowledge, you will deliver value to our customers through platform integrations and best-in-class support in each of the geographies we operate in, including NZ, AU, US, and UK. This role will involve working flexible hours to accommodate the needs of our global customers. Initially, as we build out our teams, there may be a requirement to adjust work hours to provide support across different time zones. However, as the team expands and regional coverage improves, a more structured work schedule will be established.

Practically this will involve:

• You will lead and oversee implementation projects, ensuring we are meeting our adherence to project requirements, and effective communication with stakeholders.
• Having an in-depth understanding of how our various technical integrations work from both an engineering and customer perspective.
• You may be involved with training our customers to ensure a smooth rollout
• You will be the first point of contact with our customer’s business and technical teams to facilitate effective communication, gather requirements, and translate customer needs into technical specifications.
• You will partner with Integration Specialist and Engineers as needed to setup and configure technical integration in Auror
• Proactively, you will create and maintain technical documentation, user guides, and support materials to assist customers and internal teams. Conduct training sessions, both internally and externally, to ensure proper understanding and utilization of integration features.
• Over time, you will build customer loyalty and trust through demonstrating superior technical knowledge and efficient resolutions
• You will be responsible for building an integration implementation plan e.g. using the RACI matrix
• You will also work with customer teams and our integration specialist to stand-up and test the integration, providing expert support and guidance as required

Requirements

About you:

• Naturally has a teaching mindset, where you will provide management and mentoring support to Integration Specialists and other internal teams, as well as setting best practice technical and behavioral standards
• Is great at translating complex technical problems and crafting simplify solutions for both customers and for Auror
• Has previously managed technical integration teams, ideally at an Enterprise B2B SaaS company
• Has strong technical troubleshooting experience: You will use your technical expertise to identify and resolve integration-related issues. Collaborate with internal teams, including product engineering, to provide timely and effective solutions.
• Enjoys working with customers directly to troubleshoot their queries and to always provide exceptional customer support
• Excellent communication and interpersonal skills, with the ability to bridge the gap between our Engineering and Customer Success teams
• Has ideally lead, established and set up integration processes globally
• Has proven project management experience and ability to manage multiple priorities and adapt to changing demands
• Has a strong continuous improvement mindset. You will proactively identify areas for improvement in processes, tools, and systems related to integrations and customer support. Recommend and implement enhancements to optimize efficiency and overall customer experience.

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

With diversity and inclusion at the forefront of Aurors guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

Benefits

• Flexibility: We are hard-working and outcome focused, but recognize there is more to life than work. We promote a healthy work/life balance.
• Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.
• Family friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers.
• Competitive Market Salary: Depending on level of experience - $130,000USD - $160,000USD
• Personal development: We support our team to participate in courses, conferences, or events that will help them be relentless about improvement.
• Making an impact: You’ll work to solve interesting problems and help us keep communities safe.
• Mental and physical health: We understand how vital our health is and have policies to support your wellness, including: Wellness Days, and up to three expert sessions paid for every year.
• Employee share scheme: You’ll own part of a company making a real difference!
• Health Care Plan (Medical, Dental & Vision). Auror covers 100% of the cost of your health insurance plan with United Healthcare & Metlife.

Next Steps:

If you’re excited about our mission and you have experience and a passion for this role, please hit “Apply” below.

We’re proud that Auror is a place where everyone can learn and grow. So if you’re not sure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway as we’d love to hear from you!