At upland software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibilityOur operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t changeWe’re passionateWe’re proactiveWe take pride in our work, and we love a good challengeSound like you?
Opportunity summary:
Document workflow cloud is a business unit of upland software has an opening in our professional services department for a technical service engineerThe technical services engineer works directly with our customers across the entire implementation life-cycle, starting with the transition from our sales team through post go-live utilization, train the trainer training and initial support needsOur implementations typically run three months and involve needs analysis and set-up configurations for complex workflows and business requirementsThis requires the technical services engineer to gain a deep and comprehensive understanding of our document workflow cloud automation software.
Individuals in this role will consult with customer staff at all levels as well as well as working cross-functionally with many internal departments such as the development and support teamsOur technical service engineers are responsible for managing multiple projects simultaneously and assist with implementations of moderate complexity.
This individual may be required to travel to customer sites for implementations and customer trainings.
Primary responsibilities:
Conduct implementation analysis and training sessions with clients (remotely and at client location) to facilitate solution configurations and interface set-up
Advise on, present, and support the configuration of document workflow cloud automation software during the implementation
Assess complex situations, seek collaborative solutions and prepare and present recommendations
Analyze cross departmental impact of individual user or department level system/workflow change requests and work effectively with customer stakeholders to manage competing or conflicting requests and needs
Establish referenceable relationship with client
Resolve client inquiries, maintaining ownership through resolution
Perform root-cause analysis, develop logical conclusions, and suggest appropriate workarounds
Deliver solution configuration and end-user training that drives adoption and satisfaction
Develop and maintain a high level of product and business knowledge
Write solution documentation
Write statement of work documents per customer requests and needs
Perform data conversion and/or data edits for new/existing clients
Requirements:
Bachelor’s degree (or experience in lieu of education)
Minimum of 1 year experience working with complex software applications as a super user, configuration/implementation or support analyst, system administrator and/or trainer.
Prior customer implementation related experience preferred
Prior experience in an external client facing role strongly preferred
Ability to assess customer and industry specific scenarios, workflows and requirements and facilitate solutions in a collaborative manner.
Ability to work effectively with individuals to identify solutions and manage competing or conflicting customer stakeholder request
Demonstrated maturity and demeanor to establish immediate professional credibility with clients
Excellent verbal and written communication skills with ability to deliver effective presentations and training`s covering complex information to audiences of all levels
Must be have flexible personality and creative mindset to identify out of the box, new or alternate solutions or work a rounds.
Ability to multi-task while also being highly detail-oriented and organized
Self-starter with demonstrated ability to work independently, be resourceful, and set priorities appropriately
Experience with sql queries, databases knowledge and powershell scripting a plus
Willingness/ability to travel (30%)
Desired skills:
Experience with sql queries, databases knowledge and powershell scripting a plus
Document management and workflow automation experience helpful.
Upland software (nasdaq: upld) is a leader in cloud-based tools for digital transformationTo learn more, visit www.uplandsoftware.com.
Upland software is an equal employment opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.
Hiring insights
Job activity
Posted 30+ days ago
