SuccessFactors/Manila, Philippines (Manila)
$1,000 Referral Reward
About SuccessFactors
SuccessFactors is the global leader in Business Execution Software. Our integrated suite of cloud-based applications is relied upon by over 3,200 customers in 168 countries to bridge the gap between business strategy and business results with improved execution. SuccessFactors' solutions improve execution by optimizing people performance in three key areas:
- Aligning the workforce with the business strategy
- Attracting and retaining top talent
- Developing that talent to meet the current business challenge
We also deliver a comprehensive view of the workforce through robust analytics, planning and core HR applications. SuccessFactors solutions help companies execute faster and smarter, with greater insight – delivering better business results than ever before.
SuccessFactors has a unique culture. We are highly innovative and our products are defining new frontiers of software-as-a-service. We have extraordinary leadership and an aggressive, sales-driven culture. Founded in 2001 with offices around the world, the company employs more than 1200 people, all passionately focused on revolutionizing the future of work.
Location: Philippines - Manila
About the Role
Customers--They make your world go round. Agree?
Then you may be challenged by becoming a Platinum Customer Success Advocate for some of the largest companies in the world.
What it is:
As part of our Platinum Customer Success team, you will serve as the primary Customer Success Advocate and customer liaison of Platinum accounts for the number one Employee Performance Management Solution. SuccessFactors has received a "Strong Positive" Rating in Gartner Employee Performance Management Software Vendor MarketScope for two consecutive years. We work with some of the largest and most recognized corporations in the world.
The Platinum Customer Success Advocate's role is a comprehensive support and account management role. It can be a combination of implementation support, post go-live customer support and/or system administration. You will be helping our customers by troubleshooting issues, answering questions and ensuring they are meeting their business goals through providing comprehensive support, product education and identifying and driving adoption opportunities. You will serve as an internal advocate for the customer and are responsible for overall customer satisfaction, renewal and reference-ability.
Duties and Responsibilities:
· Identify, troubleshoot and resolve issues encountered by users (administrators of the SuccessFactors Application)
· Provide technical support for customers – from e-mail, phone and customer portal inquiries.
· Act as system administrator for Platinum+SuccessAdmin Accounts
· Identify, confirm and report bugs
· Document issues using case format in our CRM system
· Document defects in our bug tracking tool
· Act as a liaison between our Product Management and Engineering teams
· Collaborate with other employees by providing important customer feedback, process-improvement suggestions, new troubleshooting tips and other actions that involve improving our product.
· Develop technical solutions to be posted to both internal and external knowledge base
Required Skills and Experience:
· Prior applicable experience with named or dedicated accounts in a technical support environment
· Candidates must have technical competence including general understanding of IT and enterprise software, specifically ASP (“on-demandâ€, SaaS), networking, hardware, and implementations
· A 4 year degree and/or 5+ years of demonstrated industry experience
· Working knowledge of enterprise integrations including batch interfaces and Web Services
· Operational knowledge of Enterprise n-tier architectures and deployment
· IT systems and networking experience with exposure to underlying security issues
· Demonstrated analysis, problem solving and troubleshooting expertise
· Experience with XML
· Experience with HTTP and HTTPS
· Experience using network troubleshooting tools such as ping, traceroute and nslookup
· Solid understanding of Internet technologies, web servers and web proxy servers
· Ability to multi-task and perform effectively under pressure
· Experience in transferring knowledge to others (coaching & mentoring), sharing information.
· Comfortable interacting with all levels of management and roles within the client organization
· Ability to effectively prioritize and escalate customer issues as required
· Excellent communication and presentation skills to effectively explain a solution to a customer's problems
· Detailed, organized and results oriented
· Enthusiasm, strong work ethic and a positive attitude
· Ability to learn and assimilate technical information quickly
· Ability to manage to service levels and conduct regularly scheduled customer meetings
Requisition ID: 11355
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