Associate Consultant, TS
About Conga/Apttus
Our new company was created on May 7, 2020 with the merger of Conga and Apttus. The combining of these two companies creates a leader in mission-critical business process solutions, allowing both small and large companies to modernize their business processes.
Together, the new Conga is poised to provide the most complete offering in the market to digitally transform the foundational elements of business -- documents like quotes, contracts, and the processes that surround them -- to achieve commercial excellence.
For more information on the new Conga, please visit our newsroom at:
https://conga.com/press-release/apttus-conga-form-new-technology-leader-to-digitally-tranform-commercial-operations
Our shared values: The Conga Way
A successful candidate will embody the essence of a Conganeer through demonstration of critical behaviors of The Conga Way:
- Embracing an Entrepreneurial Spirit
- Achieving Together
- Championing the Customers
The Conga Way is a core element of the Culture and Talent focus at Conga. This philosophy shapes the personality of our organization, defines how we show up every day, and provides clarity about how we work together.
Position Description
The Consultant, Technical Support 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.
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
Experience, Skills and Competencies:
- The ideal candidate genuinely enjoys interacting with others. The Business Analyst is expected to be professional, self-motivated, proactive, results- oriented and able to 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 preferred, as a user or JR admin 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
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Conga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process.
All your information will be kept confidential according to EEO guidelines.