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Customer Success Advisor – Senior IRC237890
| Job: | IRC237890 |
| Location: | Mexico - Guadalajara |
| Designation: | Senior Software Engineer |
| Experience: | 3-5 years |
| Function: | Engineering |
| Skills: | CRM, Office tools |
| Work Model: | Hybrid |
Description:
A customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers’ productivity.
The goal is to create a SaaS product from the ground up in a public cloud framework.
Requirements:
Qualifications
- Bachelor’s degree required
- 3-5 years of technical experience
- Proven work as a technical subject matter expert
- Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight
- Proficiency with O365 tools
- Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers at once.
- Task oriented with the ability to prioritize and shift focus based on customer needs.
- Ability to engage with C level executives and ability to take feedback from all levels.
- Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution, and identification of technical escalation points.
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
- Ability to work cross-functionally to bring key Imprivata functional areas together in order to solve customer requirements.
- Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.
Responsibilities:
Job Summary
As a Customer Success Advisor, you’ll work closely with Customer Success Managers and cross-functional teams to define and implement processes that scale, follow our best practices, and reduce technical debt. This position requires a mixture of project management, organizational, problem-solving, advisory, and technical skills. The ideal candidate will be comfortable working with a vague set of business requirements and turning them into efficient and elegant solutions. You’ll think about the implications of the changes you make to other workflows in the system, and architect effective and efficient solutions so they’ll be adaptable for potential future enhancements.
Duties and Responsibilities
- Design and implement innovative technical processes to ensure customers experience a maximum return on their investment.
- Understand an in-depth knowledge of Imprivata’s full product portfolio and integration points.
- Make recommendations to improve the effectiveness and efficiency of the products for Customers.
- Partner with Product Management to share the roadmap and new feature functionality with the Customer Success team.
- Create and maintain customer facing “Best Practices” for product features.
- Provide technical and application expertise for customers to support post-sales adoption of products and services.
- Address all product and application related queries, concerns, and problems in a timely manner.
- Assist in the advanced training of customers to effectively use Imprivata products and services.
- Establish and document new best practices and share them with customers and internal stakeholders.
- Provide customer’s feedback to Product Development & Management to help identify potential new features and product enhancements.
- Create content and documentation for customer-facing roles and the customer community.
- Serve as a solution expert in public facing customer programs such as webinars and industry events (i.e., meetings, trade shows, etc.).
- Visit customers to ensure solutions are functioning optimally and advise of potential opportunities for improvement.
- Document activity in relevant systems to manage and report productivity.
- Other duties as assigned and required
What We Offer
Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.
Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.
Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally
Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.