Company Description

Conga is a fast-growing leader in the Digital Transformation category with over 11,000 customers, 750,000 users, and 1,300 five-star customer reviews. Conga’s Digital Document Transformation Suite creates outstanding ROI for our customers by automating business processes for digital data, documents, reporting, and contracts. As a top global Salesforce Strategic ISV with the #1 paid application on the Salesforce AppExchange, Conga has tremendous momentum. For example, our net dollar retention and NPS scores are industry leading.

With a global team of 500 employees, an experienced senior management team, strategic investors including Insight Venture Partners and Salesforce Ventures, a global headquarters in Broomfield Colorado, and offices across the US, in London and in Sydney, Australia; Conga is poised to be one of the next great B2B SaaS success stories. 

Job Description

The Customer Support Specialist (or Business Analyst - our internal job title) is critical to the overall success of Conga, its customers and business partners. The successful candidate will be able to understand the customer's Salesforce configuration and be able to communicate how to best leverage the Conga products with salesforce.com applications and services to address specific business needs. Responsibilities include demonstrating our products, gathering requirements, product configuration, technical support and maintaining accurate information in the internal applications.

This position is based in the Broomfield, CO office. Occasional travel is required for participation in industry events.

Responsibilities:

• Strive to make every customer interaction a 5 of 5-star review on the Salesforce AppExchange
• Troubleshoot product and service related issues and escalate issues as appropriate on behalf of all customers
• Engage with customer business owners to support the customer success team and optimization of the application
• Provide proactive best practice guidance to the customer's project and management teams
• Advocate customer's priorities internally within Conga
• Leverage knowledge of Salesforce to provide world-class technical support, to assess needs and craft the appropriate solution to Conga customers
• Serve as an escalation point of contact for product and service issues
• Assistance with configuration of Conga software-as-a-service solutions to customers and partners to ensure 100% customer satisfaction and success
• Maintain accurate information in salesforce.com or any other application used to assist in the reporting and process management

Qualifications

• The ideal candidate genuinely enjoys interacting with others. The Business Analyst is expected to be professional, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class technical services.
• Bachelor’s Degree or equivalent experience
• Experience with Salesforce as a power user or administrator required
• Salesforce.com certifications plus
• Experience in a customer or account management position
• Expertise with Microsoft Word and Microsoft Excel
• Strong written and oral communication skills with proven ability to initiate and manage relationships via phone and email
• Ability to communicate complex technical topics with users at all levels of technical expertise
• Excellent listening skills to fully understand the customer needs and frustrations
• Analysis, troubleshooting, and problem solving expertise
• Ability to effectively prioritize and escalate customer issues
• Ability to adapt to rapidly changing environment and customer requirements
• Understanding or fluency in additional languages desired

Additional Information

All your information will be kept confidential according to EEO guidelines.