Client Success Specialist

hace 3 semanas

Bogotá, Bogotá D.E., Colombia Quorum Software A tiempo completo

Overview

The Customer Success Engineer (CSE) plays a crucial role in fostering relationships with both new and existing clients by overseeing their integration into our software solutions. This position involves delivering best practices, technical assistance, and user training on the application. Quorum Software is recognized for its outstanding customer support, and we seek a candidate who is technically proficient, possesses excellent communication abilities, and has project management experience, particularly in the upstream oil and gas sector. The CSE is tasked with client consulting, implementing new customer setups, managing projects, troubleshooting technical issues, providing customer support, and training new users.

The Customer Success Engineer, Level I serves as the initial point of contact for software support for our On Demand Accounting customers.

Responsibilities

  • Facilitates the onboarding of current clients transitioning to OGsys On Demand from our previous product, OGSQL, along with new OGsys clients.
  • Manages initial case intake via phone and email.
  • Provides first-level triage support for OGsys On Demand clients, addressing basic inquiries and assisting clients in navigating the system.
  • Engages with customers to deliver and process information in response to their inquiries, concerns, and requests regarding products and services.
  • Escalates more complex inquiries to tier 3 Support.
  • Alerts Support Leadership to potential client issues early to ensure they receive appropriate attention.
  • Records and maintains all client interactions in Salesforce, including calls, emails, and other communications.
  • Develops and updates OGsys product documentation and online training materials.
  • Conducts entry-level Quality Assurance testing for OGsys On Demand software development.
  • Creates and maintains Standard Operating Procedures (SOP) for troubleshooting technical issues.
  • Participates in training related to oil & gas accounting.
  • Seeks opportunities to enhance personal knowledge of OGsys applications.
  • Remains updated on system information, changes, and updates.
  • Performs additional duties as assigned.

Requirements

  • A Bachelor's degree in Accounting or Finance from an accredited institution, or 2 years of relevant industry experience.
  • Proficient in personal computer applications, including Salesforce, email, record keeping, database management, word processing, and spreadsheets.
  • Ability to read, analyze, and interpret business publications, professional journals, technical procedures, or governmental regulations. Capable of writing reports, business correspondence, and procedural manuals. Able to effectively present information and respond to inquiries from various stakeholders.
  • Proficient in performing calculations involving discounts, interest, commissions, proportions, percentages, and basic algebra and geometry.
  • Skilled in problem-solving, data collection, fact establishment, and drawing valid conclusions. Capable of interpreting complex technical instructions and managing multiple variables.
  • Fluent in English, both written and verbal.

Preferred Skills

  • Strong understanding of oil and gas accounting principles is preferred.
  • Experience with OGsys is a plus.

Additional Details

  • Background Check: The selected candidate will be required to complete various clearances, including Criminal History Check, Education Verification, Employment Verification, Driver's License Verification, and Passport/ID validation.
  • Visa Sponsorship: Employment eligibility to work with Quorum Software in Colombia is required, as the company will not pursue visa sponsorship for this position. The successful candidate must ensure they maintain and renew any necessary visas or permits for employment eligibility.
  • Current professional card or registration in Colombia (if applicable): The successful candidate will need to present their professional card or registration information if the role is regulated.
  • Onboarding Medical: The successful candidate will be required to undergo a medical examination prior to starting employment, in accordance with Colombian legislation.

Please submit your CV/Resumé in English. Only applications received in English will be considered.

About Quorum Software
Quorum Software connects people and information across the energy value chain. Over the years, we have developed software solutions for various roles within the energy sector, helping thousands of professionals optimize their workflows for enhanced profitability and growth. Our vision focuses on integrating the global energy ecosystem through cloud-first software, data standards, and seamless integration. As a trusted source of decision-ready data for numerous companies, Quorum Software facilitates essential connections that enable improved collaboration in the energy workplace. For more information, please visit our website.

Diversity Statement : At Quorum, we are dedicated to fostering a culture of diversity, equity, and inclusion. We strive to be a workplace where a diverse group of talented individuals can thrive, contribute, and excel. Our commitment to equality encompasses all aspects of diversity, including race, gender, sexual orientation, religion, ethnicity, and national origin. We have established a DEI committee focused on Culture, Advocacy, and Talent, and we provide company-wide training on Unconscious Bias and more.

Quorum Business Solutions and Quorum Software are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by law.

Applicants requiring reasonable accommodation during the application and/or interview process should notify a member of the Human Resources Department.

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