Customer Success Engineer - Research

Kuali


2 weeks ago

02/11/2020 10:22:57

Job type: Full-time

Hiring from: US only

Category: Customer Support / Customer Success


The Customer Success Engineer is responsible for providing expert technical support and guidance to customers during implementation and throughout the customer lifecycle ensuring success.

Customer Success Engineers are expected to be fluent in the technology and tools used by the Kuali Research product team - Node.js, Java, React, Web Services (REST and SOAP) - and have a love for process improvements and automation.

ABOUT THE COMPANY

Kuali builds higher ed solutions in a competitive space where users are just waiting to be delighted.

Why join us? Our work matters — we’re helping our customers improve the quality of higher education by decreasing administrative costs. We compete in a competitive space where users are saddled with outdated, inefficient, legacy ERPs and eager to be delighted. We’re generating revenue and growing quickly with nearly 170 customers and 100 employees. Kuali is committed to open source software development. You’ll have a significant impact on what we do and how we do it because we are an empowered group of entrepreneurs. Plus, you’ll get to work with some truly amazing people at a fast-growing, design-centric EdTech startup.

Responsibilities:

  • Advise and train customers on technical implementation/onboarding tasks
  • Partner with customers to design system integrations and advise on API usage.
  • Partner with customers on migration of legacy data, both strategy and execution.
  • Work hand-in-hand with Kuali Customer Success Managers during implementation.
  • Assist with diagnosis and resolution of technical issues reported by customers.

Requirements

Technology

Kuali Research is comprised of multiple modules, primarily written in Java and Javascript. Kuali uses AWS for hosting. Experience with the following tools and technologies are required:

  • Enterprise Java and Full-Stack Javascript
  • Databases: MySQL, MongoDb, Oracle (desirable)
  • Infrastructure and AWS Services (multiple, not all): Docker, RDS, EC2/Elastic Beanstalk, Lambda, S3, IAM
  • Web Services: REST, SOAP, and/or WebHooks

Interpersonal

  • Strong writing skills - ability to concisely convey complex technical requirements and concepts to business users
  • Strong oral communication skills, both individual and public speaking
  • Ability to establish trust-based relationships with executives, faculty, and staff members of customer organizations
  • Proactive and sensitive to customer needs.
  • The ability to multi-task effectively in a fast-paced environment.

Experience

  • Experience developing integrations with enterprise systems.
  • Experience executing complex data migrations from varied source systems

Other requirements

  • You’ll have the opportunity to travel. The travel requirement could be 35%.
  • We are a remote division of the company. You’d be expected to have a suitable home working environment or alternative.

Benefits

  • Autonomy
  • 401k matching (up to 4% of your salary)
  • Full health premiums paid by company for you and dependents
  • Take the time off that you need (we don’t track sick or vacation time)
  • Paid holidays
  • Annual tech hardware budget to buy whatever you want to do your job
  • Annual conference and training budget to learn what you want to learn
  • Fully remote environment

What can I expect next?

We will reach out to you if we are interested in a phone screen. After an initial phone call, you will be asked to do a coding challenge (roughly 2 hours). After the coding challenge, you will do a series of Zoom conference interviews with several members of the team

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • Convo’s mission is to connect humans through universal communication solutions shaped by cultural experiences.  We are a Deaf-owned, Deaf-operated, and FCC-certified company and we are seeking a like-minded and passionate individual to join our support team to assist users with inquiries regarding our products and services as well as assist users in troubleshooting through Video Phone (VP), E-Mail, and LiveChat. This position will support the company's retention strategy.

    Convo is an equal opportunity employer and we welcome everyone to our team. If you need accommodations during the application or interview process, please let us know.

    In your application, please feel free to note which pronouns you prefer.

    At Convo, we redefine what it means to give back, we are all about elevating our community to new heights, and this is not possible without people who share the same passion for our culture and identity. We are seeking a motivated and talented individual to join our Customer Success team to ensure all Convo users have a successful experience. If you feel we’re the place for you, then join us to make a difference!

    Responsibilities

    • Provides timely front-line support to customers.

    • Provides general support and resolutions for customer related concerns.

    • Assist customers with the registration process.

    • Accurately document problem resolution including all actions taken through resolution.

    • Ensures all customers are keenly aware of all products and unique features.

    • Responds to all customer complaints and concerns.

    • Provide proactive support to customers by anticipating support needs before they occur.

    • Assists with onsite marketing related activities as needed.

    • Assist with special projects as assigned.

    Required Skills & Qualifications

    • Strong Knowledge and familiarity with Convo products and features

    • Knowledge with platform: Salesforce.com

    • Ability to solve problems, multi-task and prioritize effectively

    • Possess excellent interpersonal, communication, active-listening and written skills

    • Ability to remain professional and courteous with customers at all times

    • Must be available to work occasional nights, holidays and weekends

    • Possess knowledge and understanding of Deaf culture in general

    • Fluent in American Sign Language

    This position will remain open until filled. 

  • Silktide makes software that helps companies test and improve their websites. We work with household brands around the world, such as eBay, Orange and HSBC to name a few.

    As a Customer Success Manager, you’ll focus on driving retention and growth within our existing client base. You’ll report into the Head of Customer Success and work closely with Sales, Operations and Product Managers to provide a consistent, first class experience for clients using Silktide.

    Our focus is making it easy for customers to launch with Silktide and ensuring they are set up to successfully grow their use of the service throughout the lifecycle of their relationship. This is more than simply taking our customers through a business review, it’s about ensuring the customer is delighted from day one, that they’re optimizing their use of the service, and that they’re positioned to continue to grow their use over time.

    As part of the role, you will also be responsible for instilling best practices for customer support and will provide guidance and training to customers in order to help them maximize their usage with our core products.

    • Managing accounts within an exciting growth environment

    • Effectively tailor your communication style to different audiences

    • Ensure revenue growth from existing customers through high customer satisfaction

    • Achieve and maintain high NPS

    • Help customers get the most out of the product

    • Work to deeply understand customer roles, and their challenges

    • Hold account meetings with existing customers (travel required)

    • Ensure customers are kept up to date with product improvements and new features

    • Onboarding and training new enterprise clients

    • Feedback to product on areas for improvement

    You should be prepared to reach out to customers, take care of them and target problems even before they happen. It is about understanding the customers’ business requirements and looking at our solution from their point of view in order to increase the recurring revenue whilst reducing churn.

    If you have previous web specific, digital agency, sales and/or account management experience, then this would be advantageous especially if this is within a SaaS environment. Your success will be measured by the success of our customer satisfaction, as well as the additional revenue generated by our customers as a result. You will be able to manage your own time, have confidence and be commercially minded. If you need something to work better, you’ll be encouraged to implement it.

    This is an exciting time to join Silktide, we are growing fast and expanding internationally, so there are plenty of travel opportunities. Our office is based in Derby, with excellent transport links and remote working is an option. We offer awesome perks, flexible working conditions, a fantastic salary and the opportunity to succeed, and we think you’ll be hard pushed to find anything like this anywhere else!

    We cannot sponsor visas at this time.

    No agencies outside our PSL please.

  • The Customer Success Manager is responsible for developing customer relationships with the objective of customer retention and growth. The Customer Success Manager works closely with customers to ensure they are satisfied and partners with customers to solve problems. The Customer Success Manager owns the account relationship after the sales process is complete and remains the primary customer contact throughout the customer lifecycle.

    Reporting to the Director of Customer Success - Research, the Customer Success Manager will work exclusively on the Kuali Research product and this position will be on the Kuali Research product team.

    ABOUT THE COMPANY

    Kuali builds open source higher ed solutions in a competitive space where users are just waiting to be delighted.

    Why join us? Our work matters — we’re helping our customers improve the quality of higher education by decreasing administrative costs. We compete in a competitive space where users are saddled with outdated, inefficient, legacy ERPs and eager to be delighted. We’re generating revenue and growing quickly with nearly 170 customers and 100 employees. Kuali is committed to open source software development. You’ll have a significant impact on what we do and how we do it because we are an empowered group of entrepreneurs. Plus, you’ll get to work with some truly amazing people at a fast-growing, design-centric EdTech startup.

    Responsibilities:

    • Oversee customer implementations, provide project management and provide other onboarding assistance as needed.
    • Provide analysis of customer business process and provide insight as needed.
    • Become a trusted advisor to multiple people at the customer school and become the customer’s voice within the company.
    • Monitor the health of the customer relationship.
    • Solve problems that arise during the customer lifecycle to ensure continued satisfaction.
    • Communicate with customers on a regular basis to share best practices and provide information about new features.
    • Share customer feedback with the Product team to help guide product development.
    • Provide customer stories to other teams as requested
    • Manage the customer renewal process.

    Requirements

    Background:

    • Excellent interpersonal skills; highly invested in developing strong relationships both with customers and colleagues.
    • Technical aptitude with the ability to understand and communicate technical concepts in a clear and simplistic way.
    • Proactive and sensitive to customer needs.
    • Strong communication skills, both spoken and written.
    • 1-3 years of experience working with Higher Education institutions or similar
    • 3-5 years of experience implementing or supporting an enterprise-class system
    • The ability to multi-task effectively in a fast-paced environment.
    • Project Management certification
    • Business Analysis certification

    Other requirements

    • You’ll have the opportunity to travel. The travel requirement could be 35%.
    • We are a remote division of the company. You’d be expected to have a suitable home working environment or alternative.

    SKILLS AND EXPERIENCE (desired):

    • You've used Kuali Research and/or worked in a Higher Education's Research department.
    • You've received a Business Analysis certification
    • You've been trained in change management techniques and philosophy

    Benefits

    BENEFITS

    • Autonomy
    • 401k matching (up to 4% of your salary)
    • Full health premiums paid by company for you and dependents
    • Take the time off that you need (we don’t track sick or vacation time)
    • Paid holidays
    • Annual tech hardware budget to buy whatever you want to do your job
    • Annual conference and training budget to learn what you want to learn
    • Fully remote environment

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!