Senior Customer Success Engineer

Description:

As a PSE, you will play a crucial role in guiding our enterprise clients through the implementation of the ATS and Workforce Planning (WFP), dealing with internal stakeholders as well as our external clients. You will be the primary point of contact for these clients, specialising in Bob's ATS and WFP modules within the CS department. In addition to this, you will be responsible for collaborating with Product and R&D teams on feature requests, and complex cases will be a key aspect of your role. You will also contribute to continuous learning within our Customer Success teams by documenting and sharing valuable insights.

Key Responsibilities
 

• Act the main knowledge expert of the ATS and WFP within the Customer Success Engineering Team
• Efficiently handle product requirements and centralize and prioritize client needs
• Maintain a strong and continuous interface with the Product team
• Investigate and report bugs to our R&D team
• Create and update knowledge base articles for our CS organization and other teams
• Conduct training sessions for internal teams and clients
• Manage and own the rollout of new product releases
• Train CS teams on new features
• Lead technical escalations
• Act as a thought leader while contribute to the product road map, providing industry trends and best practices
   

Requirements

Essential:
 

• Experience with ATS and WFP information systems
• Experience within HR department or HR Tech implementation
• Proven experience in customer-facing roles
• Excellent data manipulation skills
• Exceptional analytical and problem-solving abilities
• Proactive approach with the ability to work with the right sense of urgency
   

Advantage
 

• Excellent time management, prioritization, and ownership skills
• Project management skills
• Experience with tools like Slack, Salesforce and Asana