Technical Customer Success Analyst

| Greater Denver Area
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Company Description

Conga’s suite of solutions creates more efficient organizations by simplifying and automating data, documents, contracts and reporting. As the provider of the #1 paid application on the Salesforce AppExchange, we have more than a decade of experience increasing the value of the Sales Cloud by removing systems and process pain points that impede the customer lifecycle. Our 11,000 customers are passionate about our platform and support giving us 5 stars on the Salesforce AppExchange.

Conga offers a fast-paced, dynamic environment for professionals looking to help build and enhance a seamless customer experience. Our top of the line product suite, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success. We offer competitive compensation and benefits, including 100% paid health insurance for employees, 401k plan, generous PTO schedule, and lots of additional perks!

Job Description

The Technical Customer Success Analyst role 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 troubleshooting technical related issues for customers, case queue management, working directly with the customer on how to use our product via a screen share, and contact customers on updates regarding any bugs/issues. 

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

Responsibilities:

  • Leverage knowledge of Salesforce to provide world-class technical support to Conga customers
  • Serve as an escalation point of contact for product and service issues
  • Strive to make every customer review a 5 of 5 on the Salesforce AppExchange
  • Engage with customer business owners to drive customer success 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

Qualifications

The ideal candidate genuinely enjoys interacting with others. The Technical Customer Success 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
  • Exceptional customer service is a MUST
  • Experience with Salesforce as a power user or administrator preferred
  • Expertise with Microsoft Word and Microsoft Excel
  • Strong written and oral communication skills with proven ability to initiate and manage relationships via phone
  • 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
  • Salesforce.com certifications desired

Additional Information

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

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Location

13699 Via Varra, Broomfield, CO 80020

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