Description

Opportunity Summary:

• Drive Customer Success Outcomes: renewal rates, reducing churn across product lines
• Expanding revenue through partnership with sales & marketing to achieve expansion, cross sell & usage targets
• Improving Customer Health & NPS through early intervention strategies across functions including product & professional services
• Design & operationalize a customer experience that supports new business growth by earning advocates and increasing customer reference-ability
• Bring best practices from around the industry to address customer journey challenges across different product specialties
• Drive an accurate renewal forecasting process & reporting cadence
• Recruit, inspire and grow the remarkable team of professionals across products & geographies
• Foster collaboration within the team and other functions and across customer lifecycle
• Steward exec sponsor accounts and steer escalated customers back to a healthy state 

• 10+ years experience in leading customer-facing organizations, ideally in enterprise software and SaaS
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong commercial chops – ideally honed through both post sales & sales experience
• Strong empathy for customers AND passion for revenue and growth
• Analytical and process-oriented operational mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Experience with marketing technology preferred
• Bachelor’s degree required; advanced degrees preferred

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

Description

At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?

• Manage a portfolio of approximately 25 accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth. 
• Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion. 
• Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors. 
• Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, grow and mature our customers. 
• Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support. 
• Senior level relationship ownership and management. Understand clients’ business and identify opportunities for Upland to add value. 
• Provide leadership and insight into customer’s objectives, process and technology roadmaps. 
• Identify any potential risks associated to customer health and retention and communicate regularly to leadership team. Collaborate with internal cross-functional teams to create and execute risk mitigation plans. 
• Facilitate multiple moving parts, resources & communication chains. 
• Manage customer subscription renewals, including proposal development, estimates and commercial negotiations. 
• New opportunity (growth) identification; hand over to account executive if required. 

• Bachelor’s Degree in relevant discipline such as Business, Technology or related field 
• 4+ years relevant work experience in client-facing roles for technology companies 
• Experience as a commercially focused Customer Success Manager or Account Manager 
• At least 2 years of experience in a SaaS/Cloud product company 
• Strong relational skills to establish Trusted Advisor relationships with large complex Enterprise customers 
• Innovative and assertive, with the ability to pick up new technologies and assess situations quickly 
• Creative problem solver and team player 
• Extremely proactive, highly organized, with ability to manage multiple tasks 

• Knowledge Management 
• Salesforce CRM 
• Commercial acumen 

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visitwww.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status or other legally protected status.

Description

At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?

• Write, edit, manage, and deliver product documentation, including online help and release notes.
• Work closely with Product Management, Development, and other SMEs to verify the accuracy of the documentation and gather information on new features and updates.
• Act as the primary point of contact for product documentation for internal stakeholders.
• Work with the Upland Documentation Manager to ensure documentation meets Upland documentation standards.
• Assist other Technical Writers and the Documentation Manager on projects as needed.

• Experience writing for a technical audience (IT, developers)
• Experience with managing the end-to-end documentation process from research to publishing. 
• Experience translating complex technical concepts into easy-to-understand, accurate, and concise user documentation.
• Demonstrated interest in learning new technologies and the initiative to self-teach. Curious and investigative mindset.
• Strong attention to detail.
• Ability to work independently and cooperatively as a team.
• Understanding and knowledge of Madcap Flare, or other single-source authoring systems.
• Working knowledge of CSS, HTML, and XML.
• Familiarity with Microsoft Manual of Style and technical writing standards.
• Strong command of the English language, including the meaning and spelling of words, rules of composition, and grammar. 

• Madcap Flare
• Git & Bitbucket
• Jira / Confluence
• API Documentation Experience
• Experience working in an Agile environment

Sommaire du poste :

Nous sommes à la recherche d’un rédacteur technique à plein temps pour se joindre à l’équipe d’Upland. Ce rédacteur technique sera responsable de la documentation technique de Objectif Lune. À l’aide de plusieurs systèmes de gestion de contenu, le rédacteur technique modifiera, rédigera, mettra à jour et publiera la documentation. Le candidat idéal possède une solide expérience de rédaction de documentation pour une audience technique, est hautement motivé, aime accomplir et a un œil de lynx pour les détails.

Responsabilités primaires :

·      Rédiger, modifier et livrer la documentation de produit, incluant l’aide en ligne et les notes de version.

·      Travailler en étroite collaboration avec la Gestion des produits, le Développement et autres PMEs afin de vérifier l’exactitude de la documentation et de collecter l’information sur les nouvelles fonctionnalités et mises à jour.

·      Agir en tant que contact primaire pour la documentation de produit pour les partenaires internes.

·      Travailler avec le Gestionnaire de la documentation Upland pour s’assurer que la documentation rencontre les normes d’Upland.

·      Fournir, au besoin, de l’assistance sur les projets aux autres rédacteurs techniques et au Gestionnaire de la documentation. 

Les impératifs :

·      Expérience de rédaction de documentation pour une audience technique (TI, développeurs)

·      Expérience de gestion du processus total de documentation, de la recherche à la publication. 

·      Expérience à rédiger des concepts techniques complexes pour produire une documentation qui est exacte, concise et que les utilisateurs comprendront facilement.

·      Intérêt démontrable pour l’apprentissage de nouvelle technologies et initiative d’auto-formation. Un esprit curieux et investigateur.

·      Une attention aux détails reconnue.

·      Capacité de travailler indépendamment ou en coopération avec une équipe.

·      Compréhension et connaissance de Madcap Flare, ou autres systèmes de création de contenu à source unique.

·      Connaissance pratique du CSS, HTML, et XML.

·      Familiarité avec le Manuel de style Microsoft et les normes de rédaction technologique.

·      Une connaissance pointue de l’Anglais, incluant le sens des mots et leur orthographe, les règles de la rédaction et de la grammaire.

Puisque ce rôle nécessite que l’employé interagisse avec des clients à l’échelle mondiale ainsi qu’avec des employés et intervenants dans d’autres provinces canadiennes, la connaissance du français et de l’anglais est exigée pour ce poste.

Compétences souhaitées :

·      Madcap Flare

·      Git et Bitbucket

·      Jira / Confluence

·      Expérience de travail dans un environnement Agile.

·      Expérience en matière de documentation API.

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visitwww.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.

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