Job Description

About DevOps/Engineering Team:

At Casebook, our DevOps/Engineering team is the driving force behind innovation and efficiency within our technological infrastructure. Comprising passionate experts in development, operations, and automation, they ensure seamless deployment pipelines and champion best practices in infrastructure as code. Through close collaboration with cross-functional teams, they bridge the gap between development and operations, fostering a culture of collaboration and shared responsibility. With a relentless focus on innovation and optimization, they remain at the forefront of emerging technologies, ensuring Casebook remains agile and adaptive in a rapidly evolving landscape.

Job Title: 

Full Stack Engineer - Level III

Job Summary

We are looking for a software/systems engineer, who will serve in a client-facing role for the implementation of a large IT integration project.  Our ideal candidate has deep experience building, testing, delivering enterprise software, and is committed to standing up a shippable product as part of a diverse and high-performing team that includes client stakeholders, other software engineers, designers, QA testers, release managers, product managers, and infrastructure engineers.  The candidate is a clever problem solver, with a profound understanding of web technology, architecture and process and who is able to find consensus around workable solutions. 

The candidate will have a leadership role on an Agile development team and ownership of Casebook Platform client-side codebase. Casebook Platform caters to all human services. The ideal candidate needs to have an engineering mindset, an exceptional appetite for cutting edge technological advances, and be enthusiastic about continuous learning. Casebook Platform follows cloud native architecture and software design patterns with state of the art Continuous Integration and Continuous Deployment modeling. Additionally, the candidate will collaborate with design and product teams which includes client-facing delivery and implementation of the Casebook Platform for small non-profit organizations to large scale state and local government projects.

What you’ll do (Responsibilities):

• Provide technical leadership in the design, integration, implementation, and transition of enterprise SaaS human services system
• Flexible design architectural approach to deliver configurability along the data creation, integrations, workflows, notifications, and data persistence
• Understand and synthesize integration requirements, and develop recommendations based on business objectives, product roadmap, solution architecture and technical considerations
• Contribute to the development of Casebook platform functionality using state-of-the-art frameworks and tools
• Specify and troubleshoot API integrations in an ecosystem of multiple systems
• Work closely with client stakeholders, partners, product managers, creative designers, platform architect, and other software engineers
• Constantly learn and use leading-edge technologies
• Implement a system that will address the needs of vulnerable populations
• Contribute to the highest security, extensibility, reusability and testing standards in system architecture and software, interface, components, data structures, and algorithms specifications, 

Qualifications

What You Have (Skills and Experience):

• Experience building multi-tier web applications (Java preferred)
• Experience building microservices
• Experience utilizing OpenAPI standards to deliver all phases of RestFUL web services
• Extensive experience with React, TypeScript, MaterialUI, GraphQL, Java and Spring Boot
• Experience with ElasticSearch, ElastiCache, PostgreSQL, Redis, S3, Redshift and Apache Kafka 
• Experience leading a major IT application implementation effort
• Ability to synthesize information to deliver optimal solutions and identify roadblocks
• Experience working with all teams within a SaaS focused organization
• Must have a strong background in software engineering principles and techniques.
• Strong analytical and technical skills to identify critical issues, escalate them and drive them to resolution.
• Experience in an agile software development project
• Experience using a software version control system (e.g., Git) in a project with multiple developers committing to a shared repository
• Experience with IT security architecture and best practices
• Experience with software testing, including test planning, integration testing and load and performance testing
• Experience with an automated build, automated release, deploy pipeline, and CI/CD automation
• Bachelor’s degree in Computer Science or related field (or equivalent work experience)

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Job Description

The Customer Experience Team:

You’ll join us as a member of the Customer Experience team at Casebook which includes Support, Success (Onboarding, Adoption, Retention & Expansion), Education & Engagement, and Operations.  You will report directly to the Success team manager.  Our team is all remote and yet very tight knit.  You’ll be a great fit if you are a person who is curious and loves to constantly learn new things, passionate about technology and a do-it-yourselfer that is comfortable with learning new systems and new ways to do things very regularly.  You’re engaging - you can communicate clearly about business problems, process issues and technical considerations, helping your customers to keep the big picture in mind as they consider what features to adopt.  You’re detail oriented - you’re well organized and able to track what’s going on with your 20 ongoing onboarding projects in addition to your 40-80 existing customers.  You love to analyze customer data so that you can guide and advise your customers toward the value they seek.  You are passionate about social change because that’s why we’re all here.  And, equally importantly, you like to have fun!

Job Title: Customer Success Manager

Salary Range: $60-70K

Job Summary

The CSM is a strategic advisor to our clients.  Part project manager, part configuration specialist or product expert, and part business advisor. You will serve as the lead advisor to customers and will actively listen, ask great questions to understand their business challenges and share best practices to direct their use of the platform. 

After onboarding completion, you will review client usage and develop an engagement strategy to boost adoption, measure our customers’ impact, and achieve high retention and expansion rates.  At Casebook, the CSM will stay connected with the customer throughout the remainder of their journey with us, part concierge, part Account Manager.   CSMs do carry a portfolio of customer accounts and receive variable bonuses for expansion and retention of their portfolio.

During the course of a week, you may be: 

• Leading onboarding meetings with new customers – you’ll develop an understanding of their business processes, discover the pain points leading them to select Casebook and introduce them to new, smarter ways for everyday workflows using our software
• Guiding and managing customer completion of product configuration, user setup, technical integrations, reporting, and user adoption activities
• Evaluating a customer’s business and data requirements, current tech stack, and business objectives in order to propose new uses of our platform and help our customers evolve their usage as they grow
• Conducting calls with senior customer decision maker(s) to maintain relationship and communication 
• taking part in the constant improvement of our customer journey, and giving feedback about our onboarding processes to drive efficiency and improvement of our operations further
• Documenting your work using Custify, Hubspot, Gong, to track each customer’s journey and relevant notes to enable transparency and collaboration with others teams
• Assessing the business value being delivered and acknowledged by the client for use in renewals and business growth discussions by regular check-ins, Business Reviews, and 
• Building and recruiting customer advocates who will promote Casebook side by side with us to their networks, professional groups and media
• Using data to monitor adoption and improve health scores
• Effectively representing your customers in driving product development for new platform capabilities
• Working effectively with teams across Casebook on customer feedback, issues and requests, such as tracking feature requests and providing feedback to the product team

Responsibilities:

• Manage Customer Onboarding efforts for assigned customers
  • Interact with customers via email and video calls to introduce them to the onboarding process 
  • Schedule and run meetings 
  • Describe how other customers achieve success with Casebook and assist customers with prioritizing features to configure and launch
  • Demonstrate & promote the software live in 1:1 meetings, training workshops and other settings 
  • Perform software configuration, as needed
  • Identify needs for professional services, as needed
  • Use CRM and other tools to track and share client-related information
• Track Adoption & Health
  • Provide guidance and support to customer’s implementation efforts
  • Track end user adoption and engage with customer to troubleshoot if needed 
  • Share customer feedback with supporting teams for effective product planning
  • Analyze health and usage data constantly to devise strategies to improve health, and value to meet retention and expansion targets
• Measure Customer Outcomes & Build Advocates
  • Maintain high NPS and CSAT response rates for your accounts
  • Understand and track customer business goals and help them to measure ROI and value
  • Establish trusting relationships with customers, ensuring confidence in our ability to troubleshoot and help develop their best practices
  • Promote our awesome customers by identifying advocates for case studies, references, speaking engagements, press and more!
• Manage an Account Portfolio with targets for expansion and retention 
  • Based on your segment, keep in touch virtually and in meetings with customers
  • Attend periodic on-site visit with your customers
  • Prepare and run business review meetings to capture customer feedback and identify value creation opportunities
  • Flag escalation scenarios with your customer portfolio and work with the CX management team to triage those scenarios and reduce churn
  • Your success in these areas will be displayed in increased Customer Lifetime Value, Net Revenue Retention and Customer Satisfaction for your customers

Qualifications

Qualifications

• Experience demonstrating software or technology to users of varying tech empathy
• Demonstrated ability to rapidly learn, apply and train new technology - our processes and tools continue to evolve, so this role must be at the forefront of adoption 
• Obsessed with creating amazing customer experiences
• Excellent communication and presentation skills 
• Highly skilled at asking questions and providing guidance and recommendations related to business operations, technology & reporting
• Ability to effectively influence, communicate and negotiate a purchase, as you will be managing renewals and expansions
• Experience managing multiple customer engagements with diverse stakeholders across different locations to a successful and timely outcome
• Previous experience with CRM platforms, usage analytics and ticketing systems
• 4+years working in SaaS software — in support, onboarding, services or project management
• Demonstrated success working in a fast-paced, rapidly changing environment

• Demonstrated ability to pay close attention to all the small particulars when working on a task or project

• Analytical and process-oriented mindset

• Proven experience analyzing tradeoffs between customer needs and resource and technical constraints

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Job Description

The Customer Experience Team:

At Casebook, our Customer Experience Team is responsible for the end to end customer experience, so our aim is to enable our customers to maximize their impact. As an all remote team, we pride ourselves on our dynamic team environment, where collaboration, innovation and fun come together. Together, we work tirelessly to ensure that our customers receive the assistance and guidance they need to succeed. Join us and be a part of a team that's passionate about making a difference for our users every day.

Job Title:

Community Manager

Reports to: CCO

Job Summary:

The Casebook Customer Experience team seeks an experienced and entrepreneurial Community Manager to join our expanding team. Reporting directly to the Chief Customer Officer, this role demands a driven self-starter with a background in community management, preferably within the nonprofit sector or with a demonstrated understanding of its dynamics.

What You Will Be Doing:

• Establish and manage communities for customers, including online forums and in-person user group events.
• Create, curate, and moderate engaging content tailored to the community's interests.
• Develop events, groups, and activities to foster member engagement and advocacy.
• Address community inquiries and feedback, sharing insights with internal teams, including product and marketing.
• Identify and cultivate key advocates within the community, tracking their interest in becoming customer champions, references, or contributors to case studies.
• Devise strategies and plans to effectively communicate and engage with customers, providing them with valuable insights, best practices, product updates, and trends.
• Drive review activity on peer review sites and communities like G2, TrustRadius, Capterra, and Gartner Peer Insights.
• Establish a Customer Advisory Board to formalize feedback mechanisms on our product roadmap and glean insights from CAB members.
• Innovate and propose initiatives to enhance the impact of the function and achieve scalable outcomes.

Qualifications

What Makes You a Great Fit for the Team:

• Proven experience as a community manager or in a similar role.
• Track record of planning and leading successful community initiatives.
• Ability to identify and monitor relevant community KPIs.
• Strong verbal and written communication skills.
• Exceptional interpersonal and presentation abilities.
• Hands-on experience with social media management.
• Proficiency in interpreting website traffic and understanding online marketing principles.
• Attention to detail, critical thinking, and problem-solving skills.
• Bachelor's degree in Marketing or a relevant field.
• Ability to thrive in a fast-paced, agile environment and prioritize tasks effectively.
• Familiarity with technologies crucial for the role's success.
• 3+ years of experience in a similar role within growth-stage B2B SaaS environments.
• Experience working with or for nonprofit organizations or government agencies is advantageous.

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Job Description

As the Public Sector Business Development Manager at Casebook, you'll play a pivotal role in driving growth and expanding our presence within Human Services public sector agencies. Collaborating closely with the Chief Revenue Officer, you'll craft and execute an innovative go-to-market strategy aimed at securing government business. This involves harnessing the strength of Casebook's direct sales team and fostering partnerships with trusted allies who can offer valuable on-the-ground insights, and facilitate more efficient  procurement processes for those interested in Casebook. 

Your expertise in selling human services solutions to the public sector will be crucial as you work alongside Marketing and Sales teams to elevate Casebook's public sector revenue. Day-to-day tasks may include identifying upcoming opportunities prior to RFx release, coordinating an RFP response,  developing strategic partnerships, creating enablement materials, and innovating Casebook software solutions to address evolving business challenges.

You'll be rewarded with a competitive salary and incentive package.

Key Responsibilities:

• Business Development Strategy: Develop and execute strategic plans to expand our client base and drive revenue growth within the public sector.
• Solution Identification:Collaborate with Technical Solutions Consultants to devise Casebook-centric solutions tailored to public sector human services needs.
• Client Acquisition: Lead efforts to identify, pursue, and acquire new government clients, leveraging existing networks and targeted outreach.
• Subject Matter Expertise (SME): Provide insights into the Human Services markets we serve, informing internal efforts with a deep understanding of sector dynamics.
• Proposal Development and Team Preparation:Work cross-functionally to manage a proposal team that prepares compelling proposals and presentations aligned with government clients' needs.
• Sales Pipeline Management: Co-develop a robust government pipeline to meet revenue goals.
• Strategic Partnerships:Cultivate and maintain relationships with non-profit and government agencies to explore collaboration opportunities and drive business growth.
• Market Research & Analysis:Conduct comprehensive market research to identify trends, opportunities, and areas for expansion within government services.
• Process Improvement: Develop and implement streamlined processes to enhance business development efforts and facilitate pursuit of larger deals.
• Collaboration & Communication:Collaborate closely with product development teams, providing client insights to enhance software solutions.

Qualifications

• Minimum of 5 years' experience in business development, sales, or account management serving public sector customers or a combination of sales and human services roles. 
• Proven track record of closing deals and surpassing sales targets in competitive environments.
• Established network of prospects and/or partners within Casebook's Ideal Client Profile.
• Strong communication, presentation, and negotiation skills.
• Strategic thinker with a knack for implementing innovative business development strategies.
• Experience in partnership development is preferred.
• Ability to work independently in a remote setting.
• Willingness to travel up to 25%, as needed.
• Familiarity with Hubspot is a plus.

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Job Description

As the Public Sector Business Development Manager at Casebook, you'll play a pivotal role in driving growth and expanding our presence within Human Services public sector agencies. Collaborating closely with the Chief Revenue Officer, you'll craft and execute an innovative go-to-market strategy aimed at securing government business. This involves harnessing the strength of Casebook's direct sales team and fostering partnerships with trusted allies who can offer valuable on-the-ground insights, and facilitate more efficient  procurement processes for those interested in Casebook. 

Your expertise in selling human services solutions to the public sector will be crucial as you work alongside Marketing and Sales teams to elevate Casebook's public sector revenue. Day-to-day tasks may include identifying upcoming opportunities prior to RFx release, coordinating an RFP response,  developing strategic partnerships, creating enablement materials, and innovating Casebook software solutions to address evolving business challenges.

You'll be rewarded with a competitive salary and incentive package.

Key Responsibilities:

• Business Development Strategy: Develop and execute strategic plans to expand our client base and drive revenue growth within the public sector.
• Solution Identification:Collaborate with Technical Solutions Consultants to devise Casebook-centric solutions tailored to public sector human services needs.
• Client Acquisition: Lead efforts to identify, pursue, and acquire new government clients, leveraging existing networks and targeted outreach.
• Subject Matter Expertise (SME): Provide insights into the Human Services markets we serve, informing internal efforts with a deep understanding of sector dynamics.
• Proposal Development and Team Preparation:Work cross-functionally to manage a proposal team that prepares compelling proposals and presentations aligned with government clients' needs.
• Sales Pipeline Management: Co-develop a robust government pipeline to meet revenue goals.
• Strategic Partnerships:Cultivate and maintain relationships with non-profit and government agencies to explore collaboration opportunities and drive business growth.
• Market Research & Analysis:Conduct comprehensive market research to identify trends, opportunities, and areas for expansion within government services.
• Process Improvement: Develop and implement streamlined processes to enhance business development efforts and facilitate pursuit of larger deals.
• Collaboration & Communication:Collaborate closely with product development teams, providing client insights to enhance software solutions.

Qualifications

• Minimum of 5 years' experience in business development, sales, or account management serving public sector customers or a combination of sales and human services roles. 
• Proven track record of closing deals and surpassing sales targets in competitive environments.
• Established network of prospects and/or partners within Casebook's Ideal Client Profile.
• Strong communication, presentation, and negotiation skills.
• Strategic thinker with a knack for implementing innovative business development strategies.
• Experience in partnership development is preferred.
• Ability to work independently in a remote setting.
• Willingness to travel up to 25%, as needed.
• Familiarity with Hubspot is a plus.

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Job Description

Location:Casebook is a remote-only company, and you are welcome to work from anywhere in the continental United States or abroad!

Salary Range:$75,000 - $175,000

The person in this role is responsible for the continued operation and updating of our legacy application and its environmental dependencies. This includes evaluating and deploying updates to the application itself as well as upgrades of everything from the operating systems to the Postgresql database. The position requires strong skills with AWS, Linux, Postgresql or equivalent relational databases and modern DevOps tools and philosophy. 

What You’ll Do (Responsibilities):

• Configuring, managing and upgrading sizable production Postgresql database in multiple environments in the AWS ecosystem without any downtime
• Sustaining and improving infrastructure and operational processes for a mission critical human services application
• Configuring and managing a robust legacy application with complex dependencies across multiple environments in the AWS ecosystem
• Strong familiarity with infrastructure-as-code tools such as Terraform and Ansible
• Maintenance and refinement of deployment and automation with GitHub and Jenkins
• Enhancing system reliability, stability, performance and security through disaster recovery processes, horizontal scaling and caching
• Monitoring, troubleshooting and resolving issues for the application, database, Elastic Search, Redis, RDS, Data Storage, PostgreSQL, and background job servers.
• Participating in 24/7 on-call rotation
• Contributing to decision making to address issues that affect application uptime, security, performance or deployment schedules
• Supporting data integrity processes on testing and production environments

Qualifications

What You Have (Skills and Experience):

• 5+ years of experience as an Infrastructure engineer supporting a multi-tier web application in production
• Deep knowledge of AWS cloud architecture and services 
• Experience with at least one infrastructure-as-code DSL
• Solid understanding and experience with software application builds and deployments
• Excellent communication skills and interpersonal skills
• Linux system admin experience 
• Experience with PostgreSQL (design, configuration, replication, backups, migrations and upgrades)
• Strong scripting skills (Ansible, Ruby, some shell)
• Operational experience with Elastic Stack (Elastic Search, Logstash, Kibana)
• Knowledge of the IP protocol suite and associated troubleshooting, especially cloud networking and security group management
• Experience working in a zero-downtime environment
• Advanced knowledge of the following preferred: software development lifecycle, agile methodologies, Git,  Pivotal Tracker
• Passionate and motivated about DevOps work, enhancing system reliability and optimizing operational processes

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