Architect – Customer Success @ Icertis - San Jose, CA

Job Overview

7 days ago

Architect – Customer Success

Icertis - San Jose, CA

With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 7.5 million+ contracts worth more than $1 trillion, in 40+ languages and 90+ countries.

Who we are:
Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination

As a senior member in Customer success team and Subject Matter Expert in contracting domain for pharma vertical, work closely with program/project managers to solve customers technical challenges; Participate in technical discussion with customer for their new requirements to meet business needs by providing custom solutions; Possess excellent functional and technical knowledge of Icertis proprietary product - contract management software; Work with Professional Services and Customer Advocacy teams closely to understand customers technical challenges. Analyze and suggest best practices/solutions to address a business scenario; Analyze and identify root cause of issues reported by customer to provide them permanent resolution; Work with core and platform engineering teams internally for issue reproduction, debugging and identifying resolution of product defects; Drive end-to-end implementation right from requirement gathering to implement functional and technical components required for third-party integrations like MS CRM, Sales Force etc.; Mentor and guide members from support team for issue troubleshooting and code fixing; Work with a designated team for customers and manage their daily task allocation and resource availability. Communicate and involve resources managers when required; Provide required trainings internally to support team members about Pharma implementations; Train support team members with upcoming product functionalities technically; Track performance and provide feedback time-to-time to developers team (Technical Support Engineers); Estimate and manage customer deliverables with highest quality; As a leader in Customer success department for Pharma vertical, meet and coordinate regularly with other department Pharma leads from Sales, Partner Enablement and Customer Advocacy for knowledge exchange; Manage customer escalations and provide them timely communication with progress of the issues. Work internally with different teams Professional Services, Customer Advocacy, Engineering, Support to track and deliver resolution for escalations; Maintain rapport with customers from over years; Involve in technical evaluation during hiring and appraisal cycle for Customer Success department. Telecommuting is available.

Requirements

  • Position requires a bachelor's degree in Computer Science, Computer Engineering, or related field plus 5 years of related experience.
  • Position also requires 3 years of experience in Microsoft technologies like ASP.NET, C#, MSSQL server, MVC, Web API, JavaScript, jQuery;
  • 3 years of experience in managing Cloud infrastructure using Microsoft Azure platform;
  • 3 years of experience in custom implementation of CRM system like Zoho CRM, Dynamic CRM;
  • 3 years of experience in client-server application using AJAX with Javascript and jQuery;
  • 3 years of experience in front-end UI/UX development using HTML, DHTML, CSS, jQuery UI, Bootstrap languages, and scripts; Any experience in creating Web Services for third party application/mobile integration;
  • 5 years of experience of Supply Chain and Distribution Management applications customization, development, integrations; and
  • 3 years of experience in NOSQL technologies like MongoDb, Elastic Search;
Contact: Apply to https://jobs.lever.co/icertis/fd119eae-ab45-4c86-89c0-fa0bc060b471 and must reference job 21228.1.8 / and if you are an employee of Icertis you can refer on this link : https://hire.lever.co/jobs/internal/fd119eae-ab45-4c86-89c0-fa0bc060b471.

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.

If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to [email protected]
By submitting your application you acknowledge that you have read Icertis’s Privacy Policy (https://www.icertis.com/privacy-statement/)

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