Customer Success Engineer

Conga•Boston, MA

1d•Hybrid

About The Position

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. 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.

Requirements

3-4 years of experience using or administering a Contract management or Document Automation product.
Salesforce administration experience.
3-5 years of industry expertise (revenue operations, legal ops, sales ops, etc).
3-4 years' experience coaching technical customers to improve their product configuration and set up.
Strong communication and interpersonal skills.
Ability to read and adapt to different communication styles.
Clear and concise speaking ability.
Strong listening skills.
A curious mindset.

Nice To Haves

Salesforce administration certification.

Responsibilities

Leverage product expertise to serve as a trusted advisor to customers.
Provide guidance, usage/adoption recommendations, risk identification, and mitigation.
Improve the retention rate of customers.
Articulate business value and coach customers to maximize return on investment.
Act as a subject matter expert of Conga products.
Work cross-functionally across the business.
Challenge customers with how they are using the product if it is against best practices.
Provide best practice guidance in a professional manner.
Initiate and engage in collaborative discussions.
Adapt to different communication styles.
Collect the right information to resolve issues expediently.
Understand product use cases, how customers might be struggling, and do targeted outreach.
Proactively complete work and identify needs outside of scope of work.