Customer Success Engineer 190330

Omaha, NE
Customer Success – Technical Support
Full time
Ellie Mae (NYSE:ELLI) is the leading cloud-based platform provider for the mortgage finance industry. Ellie Mae’s technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency. Visit ‪ EllieMae.com to learn more.

The Customer Success Engineer or CSE is responsible for the successful execution of the Enterprise Technical Support program. Deliverables may vary based on customer need and requirements of the Organization. CSE will balance priorities, develop tactical and strategic action plans, and meet the commitments of the program and those which exist with the client. Extensive troubleshoot and diagnosing highly complex performance, platform, service workflows and analysis of migrations and recommendations are deliverables of the CSE to help customers achieve the highest level of value from the Encompass Platform. The CSE will coordinate and own service requests across virtual teams and cross-functionally to appropriately address customer systems problems as a function of their engagement with the customer. This is a proactive and relationship based role to ensure the customer experience is second to none.

Essential Knowledge, Skills, Abilities, and Background

    • As part of any customer engagement, the CSE will apply their breadth and depth of technical knowledge of Ellie Mae solutions, platform technologies, and business workflow to troubleshoot and address client concerns holistically.​ 
    • Maintain knowledge of existing systems and new systems in order to provide accurate assistance with performance, stability and uptime.
    • Acquire and maintain product knowledge and third-party software in order to provide accurate assistance and training to customers.
    • Assist as the technical advisor for advanced Ellie Mae features, such as our APIs and SDK’s
    • Participate in special projects that enhances the quality or efficiency of the Enterprise Technical Support Team
    • Own customer service requests acting as a technical advisor and/or escalation manager as needed on engagements
    • Partner with Service Operations team to develop successful strategies and plans to maintain & improve  performance of the Ellie Mae Services
    • Ensure Customer Contacts are proactively kept up to date on new product features and have developed a roadmap to implement
    • Create SOWs for Technical Assessments
    • Track and educate Customers on the value of the overall solution and encourage optimal utilization
    • Gather client product feedback to help product management define the product roadmap
    • Facilitate relationships across various customer teams, brands, and/or departments to strengthen partnership with customers
    • Create Knowledge Base Articles to help customers
    • Own cases/Service Requests in Case Management System and update Defect Tracking in System
    • Participate in Engineering meetings
    • Maintain information such as process and best practices in Team SharePoint site

Essential Knowledge, Skills, Abilities, and Background

    • 7+ years direct experience supporting and/or providing technical advisory/account management to strategic customers
    • 4+ years Encompass Product Experience
    • 4+ years proven track record working across business units such as Product Management/ Engineering/ Dev Ops/ Finance and Marketing
    • Experience with cloud-based/SaaS solution offerings
    • Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts
    • Strong Data Analytics capabilities
    • Excellent organization, project management, time management, and communication skills
    • Willingness to assist wherever needed; team player who will work within the company to continue improving the way Ellie Mae serves its Customers
    • Ability to travel up to 30% of the time
    • Available afterhours as needed
    • Bachelor degree or equivalent experience in Computer Science, or related field
    • Demonstrated experience working directly with System Admins and Implementation Teams
    • Working knowledge of the following is a plusSaaS Infrastructure and Web-Based Applications
    • TCP/IP Network Infrastructure
    • SQL Server
    • Amazon Web Services
    • Microsoft IIS/Win NT
    • SalesForce.com
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Ellie Mae is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are encouraged to apply.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.