Customer Success Engineer I - Onboarding (Hybrid Work Schedule)

Quorum Software•Houston, TX

2d•Hybrid

About The Position

The primary role of the Customer Success Engineer (CSE), Onboarding position is to build relationships with new and existing customers by project managing their onboarding to the product, providing best practices, technical and customer support, and user training on the application. Quorum has built its reputation in the industry by offering an exceptional level of support to customers. An ideal candidate is technically savvy with excellent communication skills, project management experience, and knowledge of the upstream oil and gas industry. The CSE I is responsible for client consulting, new customer implementation, project management, technical troubleshooting, customer support, product integration and new user training. The Customer Success Engineer provides initial front-line software support for our On Demand software customers at Quorum Software.

Requirements

Bachelor’s degree (B.A.) in Accounting or Finance from a four-year college or university and/or 2 years of industry experience.
Oil and Gas Accounting experience preferred.
Proficient personal computer skills including Salesforce, electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to define problems, collects data, establishes facts, and draw valid conclusions.
Effective communication skills.
Proven experience in a customer service role

Nice To Haves

Project Management experience a plus

Responsibilities

Handles onboarding the client onto the OnDemand Product they have contracted.
Performs first line triage support for clients answering basic questions and assisting clients to navigate the system.
Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Escalates more complex inquires to tier Customer Support.
Informs Support Leadership of potential client issues and problems early to ensure they receive proper attention.
Documents and maintains all client information in Salesforce to include recording all calls, emails and customer communication.
Creates and maintains product documentation and online training videos.
Performs entry-level Quality Assurance testing for software development
Develops/Maintains SOP for troubleshooting technical problems.
Participates in oil & gas accounting training.
Seeks opportunities to expand on personal knowledge of applications.
Stays current with system information, changes and updates.
And other duties as assigned.