1. JOB IDENTIFICATION

APTEAN JOB TABLE:    

APTEAN JOB LEVEL: B

APTEAN JOB TITLE: Customer Success Engineer

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2. GENERAL JOB SUMMARY

Customer Success Engineer is responsible for responding to and resolving complex customer problems via phone, email and remote access for Aptean products.

Isolate and provide resolution to customer issues or qualify the customer issue for Development level assistance or functional assistance or other assistance from other functions.

Is responsible for problem tracking, diagnosis, replication, troubleshooting, resolution and escalation vetting using sound judgment and creative and innovative ways to solve problems. Reports to the Manager, CS for the assigned product area and will have frequent contacts with customers, peers, product managers, stakeholders and members of R&D.

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4. ORGANIZATION (Indicate the job positions reporting to this role)

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5. PRINCIPAL DUTIES AND RESPONSIBILITIES

·       Hands on experience in ERP Finance modules - Accounts Payable, Accounts Receivable, General Accounting, Cash and/or Cost Accounting, Fixed Assets, General Ledger Reporting.

·       Working experience in Business Central/Navision is added advantage.

·       Good understanding on functional processes, procedures and control standards for the Financial Areas of GL, AP & AR.

·       Exposure to ERP Distribution and Manufacturing modules will be an added advantage

·       Need to be a techno functional consultant having excellent verbal, telephonic and written communication skills

·       Must possess good problem solving, technical analysis, analytical skills and customer handling skills.

·       Highly emphatic person who focuses towards customer success, collaborate to provide early resolution to issues by providing the best solution & being a trusted advisor to our customers

·       Work with R&D to expedite incident resolution and ensure seamless delivery of support service to customers.

·       Determine when issues need to be escalated.

·       Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.

·       Create KB articles and documents, which will be published and shared both internally and with the customer base.

·       Understand the customer, their situation, and be able to tailor communications accordingly. Be flexible enough to empathize with the customer.

6. JOB SPECIFICATIONS

Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor’s in Computer Science)

Required     Preferred          Degree/Certification

 ☒              ☐                   Bachelor’s degree

 ☐              ☒                   Master’s degree

 ☐              ☐                   Ph.D.

 ☐              ☐                   J.D. (law)

 ☐              ☐                   Certification:

 ☐              ☐                   Registration:

 ☐              ☐                   Licensure:

 ☐              ☐                   Other:

Work Experience : 2 + years

Knowledge, Skills and Abilities

·       Good knowledge in Finance functional and ERP

·       Excellent verbal and written communication skills.

·       Strong analytical problem solving and decision making skills, and be able to collaborate with and contribute to a team environment.

·       Ability to work efficiently and independently and do whatever it takes to get the job done.

·       Strong ability to work on multiple issues in a fast paced environment and should prioritize work accordingly to business processes.

·       Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.

·       Ability to handle difficult or sensitive situations with diplomacy and tact.

DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.