UpMetrics · 14 hours ago
Customer Success Engineer
United States
Full-time
Remote
Mid Level
$105K/yr - $130K/yr
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Responsibilities
Be an operational main point of contact for client teams’ impact analytics needs
Build genuine relationships with client teams, including decision makers, influencers, and fund/program managers
Serve as a trusted advisor to clients, providing guidance on impact measurement and how to tell an organization’s impact story
Coordinate UpMetrics training sessions and empower client users to engage with the UpMetrics impact analytics platform
Support and coach client teams in their journey towards data maturity while explaining data concepts in simple terms
Collaborate with internal teams to create and improve internal systems, policies, and procedures when asked
Balance big-picture and detail-oriented thinking to ensure that clients are on the path that will best help them reach their goals and that blockers along this path are promptly addressed
Scope projects and articulate all deliverables, including technical data needs, clearly and concisely
Set milestones and deadline dates while ensuring projects stay on schedule
Delegate tasks to support teams as needed and perform quality control to ensure deliverables meet client expectations
Collaborate with other team members to ensure successful implementation of UpMetrics platform and strategically embed it into key decision-making processes for clients
Manage multiple competing priorities to provide quality, sustainable levels of support to all clients in your portfolio, using technology and tools to stay organized
Effectively use tools such as Salesforce, Slack, and Asana to support internal communication and collaboration
Establish, follow, and improve upon documentation practices
Contribute to in-person and virtual gatherings of key impact stakeholders
Serve as the 'voice of the customer' internally to help drive the product roadmap
Understand how new features and product innovations will impact the user experience and communicate with clients to boost engagement
Continue to build knowledge and expertise in the social sector by learning more about our clients’ work and their challenges
Build community among clients and facilitate introductions in the sector as appropriate
Guide stakeholders with best practices and recommendations to improve data flows, data collection and data visualization strategies
Design, implement, manage and document data flows that consider client impact goals, operational needs, technologies and data environments
Provide consultation to clients on their impact frameworks, including refining objectives and key impact indicators
Build a deep understanding of the UpMetrics platform and how it is best deployed across verticals so that you can drive the client experience toward success
Understand the best ways to structure, wrangle, clean and present information from a variety of data sets in a concise, coherent way that is appropriate for the target audience
Read, write, and edit scripts written in Python and SQL to effectively extract, transform and load client data prior to visualizing
Apply quantitative data to an organization’s goals, with an emphasis on using data to take action
Navigate and comprehend data sets from a broad range of sectors and a variety of softwares
Qualification
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Required
Previous experience in client-facing roles (strategic partnerships, technology consulting, professional services, customer success management, or account management)
Previous experience in data analytics or similar data and technology roles
Demonstrated ability to build strong relationships with diverse stakeholders at all levels
Excellent project management and communication skills
Quick learner, able to fully grasp high-level concepts as well as technical details
Adaptable, comfortable with ambiguity and execution-oriented
Readiness to help test and improve team processes
Highly self-motivated and able to own multiple projects (internally and externally) in a fast-paced environment while working remotely
Experience with CRM and project management tools (Salesforce, Asana, etc.)
Solid understanding of change management, especially when it comes to data flows
Previous experience working with analytics tools or visualization platforms such as Tableau, PowerBI, or Google Charts
Ability to write and read basic code in Python and SQL
Patient approach when explaining new concepts, and an ability to find new ways to describe concepts when an initial approach is less effective
Professional certification, Bachelor's degree or higher education in a related field
Preferred
Some experience in the impact sector (Foundations, Impact Investors, CSR, or Nonprofits)
Benefits
70% employer paid health insurance for employees and family
Dental and vision insurance
Fully paid Life and Accidental Death & Dismemberment insurance
Fully paid Short- and Long-term Disability insurance
Unlimited time off policy, plus paid holidays and monthly Wellness Fridays
Parental leave policy
FSA plan, lifestyle spending account (LSA) for eligible professional development, wellness, and mental health expenses, and Employee Assistance Program via The Hartford
Remote work equipment
Annual company retreat and quarterly virtual company events
Company
UpMetrics
UpMetrics provides tools and services for operators and funders to analyze, interpret, and learn from data to make informed decisions.
Founded in 2017
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Drew Payne
CEO
Mark Saltzburg
Founder, Board Director
Company data provided by crunchbase
