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Company

Icertis · 1 day ago

Senior Architect - Customer Success

United States

Full-time

Remote

Senior Level

$163K/yr - $163K/yr

5+ years exp

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Artificial Intelligence (AI)Cloud Data Services

H1B Sponsor Likely

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Responsibilities

As a senior member in Customer support team and Subject Matter Expert in contracting domain, work closely with program/project managers to solve customers’ technical challenges

Participate in technical discussion with customer for their new requirements to meet business needs by providing custom solutions

Possess excellent functional and technical knowledge of Icertis proprietary product - contract management software

Work with Professional Services and Customer Advocacy teams closely to understand customers technical challenges

Analyze and suggest best practices/solutions to address a business scenario

Analyze and identify root cause of issues reported by customer to provide them permanent resolution

Work with core and platform engineering teams internally for issue reproduction, debugging and identifying resolution of product defects

Drive end-to-end implementation right from requirement gathering to implement functional and technical components required for third-party integrations like MS CRM, Sales Force etc.

Mentor and guide members from support team for issue troubleshooting and code fixing

Work with a designated team for customers and manage their daily task allocation and resource availability

Communicate and involve resources managers when required

Provide required trainings internally to support team members about customer implementations

Train support team members with upcoming product functionalities technically

Track performance and provide feedback time-to-time to developers team (Technical Support Engineers and Architects)

Estimate and manage customer deliverables with highest quality

As a leader in Customer support department, meet and coordinate regularly with other department leads from Sales, Partner Enablement and Customer Advocacy for knowledge exchange

Manage customer escalations and provide them timely communication with progress of the issues

Work internally with different teams Professional Services, Customer Advocacy, Engineering, Support to track and deliver resolution for escalations

Maintain rapport with customers from over years

Involve in technical evaluation during hiring and appraisal cycle for Customer Support department

May telecommute.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Microsoft technologiesMicrosoft AzureCRM implementationAJAXUI/UX developmentWeb ServicesSupply Chain ManagementNOSQL technologiesC#MSSQL serverMVCWeb APIJavaScriptJQueryHTMLDHTMLCSSJQuery UIBootstrapMongoDBElastic Search

Required

Bachelor's degree in Computer Science, Computer Engineering, or related field plus 5 years of related experience.

7 years of related experience with no degree.

Experience in Microsoft technologies including ASP.NET, C#, MSSQL server, MVC, Web API, JavaScript, or jQuery.

Experience managing Cloud infrastructure using Microsoft Azure platform.

Experience in custom implementation of CRM system like Zoho CRM, or Dynamic CRM.

Experience in client-server application using AJAX with Javascript and jQuery.

Experience in front-end UI/UX development using HTML, DHTML, CSS, jQuery UI, Bootstrap languages, and scripts.

Experience in creating Web Services for third party application/mobile integration.

Experience in Supply Chain and Distribution Management applications customization, development, and integrations.

Experience in NOSQL technologies like MongoDb or Elastic Search.

Any suitable combination of education, training, or experience.

Company

Icertis

Glassdoor

3.6

Icertis is an AI-powered contract management platform that ensures compliance and minimizes risk.

Founded in 2009

Bellevue, Washington, USA

1001-5000 employees

https://www.icertis.com

H1B Sponsorship

Icertis has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (8)

2022 (18)

2021 (22)

2020 (7)