Manage technical relationships for 3-5 enterprise accounts: handle escalations and tickets, coordinate with Customer Success, Support, and Engineering, run weekly account meetings and QBRs, assist with Agiloft upgrades and integrations, and improve support processes.
As the most trusted global leader in data-first contract lifecycle management (CLM) software, Agiloft helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust Agiloft’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle.
Top analysts like Gartner, Forrester, and IDC agree, all showing Agiloft as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why Agiloft is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations.
We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.
Position Overview
As a Platinum Support Engineer, you will work closely with our customers, build relationships with them, and help them achieve their technical goals and overcome technical challenges. You will partner closely with our Customer Success and Technical Support teams and work internally with Engineering and other teams as needed to ensure your customers' technical needs are fully taken care of. The role requires customer-facing skills, technical knowledge, and the ability to manage projects as needed.
You will work with 3-5 large enterprise-level accounts.
General experience level: 3-5 years technical support experience
Job Responsibilities
- Work with customer accounts assigned to you. This will include hosting pre-scheduled and ad-hoc calls to review tickets and discuss projects pertaining to their Agiloft system.
- Work as a conduit between the customer and internal Agiloft teams. These teams include CSM (Customer Success Manager), Support Leadership, Engineering Leadership, Implementation, and other internal teams as needed to escalate and aid in investigations as needed, to provide timely resolutions
- Manage customer communications for assigned accounts via tickets and email as needed.
- Collaborate with Agiloft engineering and leadership teams as needed to resolve escalations for cases from your assigned accounts
- Proactively take ownership of high-priority and escalated cases from assigned accounts and help with lower-priority tickets assigned to other support agents.
- Maintain knowledge of your accounts and their internal teams, key contacts, and main workflows to help us understand how we can provide better support experiences and resolve their tickets more efficiently.
- Conduct weekly meetings with accounts to discuss projects, tickets, and news as applicable. Frequency can be adjusted to suit the client’s needs.
- Participate in Quarterly Business Reviews as a key technical contributor. During these QBRs you will review open cases from each account, collect feedback, and review all case stats of each account with main contacts.
- In addition to named account tickets, work additional tickets as available with a focus on helping support maintain SLAs and ticket expectations
- Additional tasks may include other duties outside of your assigned customers but related to customer experience including continual improvement projects, support maintenance tasks, participating in internal meetings as applicable, and participation in Agiloft Community
- Other duties as assigned
Required Qualifications
- Knowledge of internal Agiloft implementations and integrations such as DocuSign, Active directory, MFA, APIs
- Proficiency with the Agiloft product upgrade process
- 1-2 years TSE1 experience
- Excellent written and verbal communication skills
- Ability to de-escalate tense customer situations
- Understanding of Agiloft’s internal teams and ability to build relationships to them
Preferred Qualifications
- Industry standard certifications (ITIL, CompTIA A+, AWS, Agiloft certifications)
- Project Management experience
- 1-2 years TSE2 experience
- One or more areas of subject matter expertise for which you can aid the larger support team in
Ensuring a diverse and inclusive workplace is our priority. We are committed to an environment of acceptance where you are free to bring your full self to work. All employment decisions at Agiloft are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, national or social ethnic origin, sex, age, sexual orientation, gender identity and/or expression, parental status, marital status, Veteran status, or any other status protected by the laws or regulations in the locations where we operate. If you have a need that requires accommodation during the recruiting process, please let us know by contacting Director, Talent Acquisition, Brad Toothman at [email protected].
Applicants from underrepresented groups such as minorities, veterans, or individuals with disabilities encouraged to apply.
Applications will be reviewed as submitted. There will be no application deadline for this opportunity.
Top Skills
Agiloft,Docusign,Active Directory,Mfa,Apis
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