Senior Customer Success Engineer
Aptean.
Mississauga, CA
5d ago

Would you like to be a part of the organization where high energy meets intellect? If you get excited by solving puzzles and working in a collaborative environment, then Aptean wants to work with you!!

About Aptean

Aptean provides very specific industries with very specific ERP, supply chain management, and customer experience solutions.

In today’s fast-paced, highly competitive economy, organizations don’t have time to waste forcing homegrown software, spreadsheets, and one-

size-fits-all solutions to do things they were never designed to do. Aptean is on a mission to end those workarounds with industry-

specific solutions instead of generic software, expert support instead of making you go it alone, and a steady influx of new ideas instead of the status quo.

That is why over 2,500 highly specialized organizations in more than 20 industries and 54 countries rely on Aptean to streamline their everyday operations.

Aptean is focused on providing products and solutions to customers in specific verticals. Our products are rich in feature and functionality and delivered on premise, SaaS and Hybrid delivery models.

Aptean’s products deliver value at lowest total cost of ownership and scale with needs of our customers. Most of our products and solutions are leaders in the vertical market segments they serve.

Aptean uses its core values of Drive For Results, Win Together, Foster Innovation, and Be Courageous to guide its employee community to serve every customer in every geography and market.

Job Description

The role is an integral part of Aptean’s commitment to an exceptional customer experience throughout the client’s lifecycle.

This role is responsible for providing technical consulting, custom development, and support to Aptean customers. In addition to researching and resolving problems and issues, in conjunction with Software environments, Customer Success Engineers interface with other team members and customers.

Often serving as escalation point for support, they may also travel to customer sites as needed.

Responsibilities

  • Determine methods and procedures on new assignments.
  • Use professional concepts and company objectives to resolve complex issues in creative and effective ways.
  • Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
  • Exercise judgement in selecting methods, techniques and evaluation criteria for obtaining results.
  • Network with key contacts outside own area of expertise.
  • Effectively work on multiple projects simultaneously.
  • Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.
  • Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
  • Work with Services and R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
  • Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
  • 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 using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
  • Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
  • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-
  • through and consistently keep commitments.

  • Observe trends with technical issues and recommend improvements to design, documentation or implementation.
  • May be required to design solutions and prepare design specifications.
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