Hourly Customer Success Engineer Jobs (NOW HIRING)

Job Title: Customer Success Engineer

Locations: Houston OR Boston -(Hybrid)

Reports to: Sr. Manager, Customer Success

A quick snapshot...

The Customer Success Engineer will bring Conga's best ideas, innovations, and capabilities and match these to the customers' business goals, driving greater value for the customer. In this role your focus will be built on customer relationships and leveraging your product expertise to serve as a trusted advisor, providing guidance, usage/adoption recommendations, risk identification, and mitigation. The number one goal of this role is to improve the retention rate of our customers.

Why it's a big deal... 

This role is foundational to our strategy as a company. Conga continues to invest in Customer Experience to ensure our customers receive quality care and support from our Conga team. When you join, you will go through a dedicated new hire onboarding experience that sets you up for success and the ability to have quick impact with your customers. Customer Success Engineers are uniquely equipped with very strong communication skills, are resourceful as natural collaborators, and develop loyal customers through targeted and strategic engagements.  As a customer advocate, you are an innovative thinker who can articulate business value and coach customers to maximize the return on investment.  As a subject matter expert of our Conga products, customers will benefit from your expertise resulting in positive customer experiences, success, and loyalty.  As a Customer Success Engineer, working cross functionally across the business will provide exposure and equip you to grow your career at Conga.

Here's what we're looking for...

Technical experience. You bring a unique experience using or administering a Contract management or Document Automation product for at least 3-4 years. Product knowledge is critical to the success of this role as our number one focus is to drive value, adoption and retention in the contracting pillar of our customer base.  You will be providing customers with the expertise they need to see ROI and can't be afraid to challenge customers with how they are using the product if it is against best practices. In addition to Conga product experience, you also have Salesforce administration experience, certification a plus.

Industry Experience. You not only understand the product value, but you have that extra layer of 3-5 years industry expertise (revenue operations, legal ops, sales ops, etc). We all like talking to product experts but what we love even more is product experts who understand our pain in the role we are in. You are a thought leader.

A consultive approach. You have at least 3-4 years' experience coaching technical customers to improve their product configuration and set up. Being able to provide best practice guidance in a professional manner is critical in this role as your goal is to get the customer to achieve the best possible outcome.

Champion for your customer. You understand that customers are at the center of our business, and you take that seriously. With more than 11,000 customers around the globe entrusting Conga with their business, we're committed to their success. We would love to hear how you will, too!

Expert relationship builder and customer experience enthusiast. It's important that you genuinely enjoy building relationships. It's not enough to simply be nice to others and enjoy working with others; the right person will be truly interested in getting to know our clients and their business and provide the highest level of service and support. You are not just curious about your customer, but you bring a consultative background and are able to challenge your customer in a way that drives stronger outcomes.

Strong communication and interpersonal skills. You are comfortable initiating and engaging in collaborative discussions. Your strengths are reading and adapting to different communication styles. When you speak, you are clear and concise. Your strong listening skills help to build trust and foster connections with our clients. They also ensure you collect the right information so you can resolve issues in the most expedient way.

A curious mindset. You're always looking for what's next with your customers, asking why and clicking into the details. You're not afraid to look for new ways to engage customers knowing that they will not always be reaching out for help. You will need to understand the product use cases, how customers might be struggling, and do targeted outreach to catch their attention.

Here's what will give you an edge...
 
Passion. We know it when we see it. Passion isn't about saying how much you love what you do; it's revealed by your actions and how you prioritize your time. It's about what you've accomplished; how you want to grow; your ideas; your philosophies. It's demonstrating in both words and deeds that you truly believe in what you do -- and where you work. Those results and how you achieved them matter.

Initiative. You don't wait around for things to happen or for your manager to tell you what to do. You're not only proactive about completing your own work, but when you sense the need to act in an area outside your scope of work, you're happy to jump in and own it.  You're curious and will collaborate with others as resources.  That's the entrepreneurial spirit in action.