About the position
The primary role of the Customer Success Engineer (CSE) position is to build relationships with new and existing customers by project managing their onboarding to the product, providing best practices, technical and customer support, and user training on the application. Quorum has built its reputation in the industry offering an exceptional level of support to customers. An ideal candidate is technically savvy with excellent communication skills, project management experience, and knowledge of the upstream oil and gas industry. The CSE is responsible for client consulting, new customer implementation, project management technical troubleshooting, customer support and new user training. Entry Level Customer Success Engineers will participate in Quorum's New Hire Orientation Training program which focuses on software technology and provides the necessary foundation and skills to start building a successful career. For this reason, you are not required or expected to have a technology or programming background. However, a strong desire for continuous learning and growth of technical skills, problem solving skills and business acumen are key, since much of the work is done under Client direction, the position could involve extensive user interaction and require great interpersonal skills.
Responsibilities
- Technical & Customer Support troubleshooting issues over the phone and support portal.
- Training of new users and consulting best practices.
- Graduating new customer from onboarding to company advocates (partners) who provide additional value through referrals and joint initiatives.
- Follows and contributes to processes and procedures in place to implement new customers.
- Provide feedback to product & development group of customer requests for feature and product development.
- Participate in Quality Assurance testing for new application releases and data import projects.
- Tracking time, maintaining documented relationships, and identified risks in the company CRM application.
- Prioritizing support and development tasks and allocating time.
- Performing actions necessary to retain customers.
- Configuration of Application.
- Interacting with Land Team members, Outsourced Development Teams, and Customers.
- Customer issues related to the product.
- Manages all resources related to the successful maintenance and development of the business.
- And other duties as assigned.
Requirements
- Candidate must possess at least a bachelor's degree that will be conferred by the time you start your employment with Quorum Software.
- Up to 0-1 year(s) of experience working with software products in a support, development, testing, or implementation capacity.
- Advanced Excel skills (ability to work with VLOOKUP, INDEX, MATCH, IF functions).
- Excellent Interpersonal Skills - able to develop productive relationships with colleagues, customers, and associates.
- Problem solving, ability to communicate with the highest level in customer organizations.
- Strong written and oral communication skills.
- Strong time management and organizational skills with an attention to detail and ability to handle multiple priorities effectively.
- Logical Thinker.
- Energetic.
- Customer Service Oriented - Responds promptly to customer needs and solicits feedback to improve service and offerings.
- Demonstrates maturity and seasoned judgment.
- Fluent in English, both written and verbal.
