Customer Success Engineer

Summary

Join UpMetrics as a Customer Success Engineer and play a critical role in transforming the philanthropic sector's approach to impact evaluation. This remote, full-time position combines relationship management, project management, client advocacy, and advanced data support to ensure clients realize the full value of the UpMetrics platform. You will serve as a trusted advisor, guiding clients on impact measurement and data visualization. Success requires a passion for building customer relationships and a strong understanding of data flows and analytics. The role involves managing multiple projects, collaborating with internal and external teams, and utilizing various tools like Salesforce, Slack, and Asana. This is an excellent opportunity for someone who wants to make a significant impact in the social sector.

Requirements

• Previous experience in client-facing roles (strategic partnerships, technology consulting, professional services, customer success management, or account management)
• Previous experience in data analytics or similar data and technology roles
• Demonstrated ability to build strong relationships with diverse stakeholders at all levels
• Excellent project management and communication skills
• Quick learner, able to fully grasp high-level concepts as well as technical details
• Adaptable, comfortable with ambiguity and execution-oriented
• Readiness to help test and improve team processes
• Highly self-motivated and able to own multiple projects (internally and externally) in a fast-paced environment while working remotely
• Experience with CRM and project management tools (Salesforce, Asana, etc.)
• Solid understanding of change management, especially when it comes to data flows
• Previous experience working with analytics tools or visualization platforms such as Tableau, PowerBI, or Google Charts
• Ability to write and read basic code in Python and SQL
• Patient approach when explaining new concepts, and an ability to find new ways to describe concepts when an initial approach is less effective
• Professional certification, Bachelor's degree or higher education in a related field

Responsibilities

• Be an operational main point of contact for client teams’ impact analytics needs
• Build genuine relationships with client teams, including decision makers, influencers, and fund/program managers
• Serve as a trusted advisor to clients, providing guidance on impact measurement and how to tell an organization’s impact story
• Coordinate UpMetrics training sessions and empower client users to engage with the UpMetrics impact analytics platform
• Support and coach client teams in their journey towards data maturity while explaining data concepts in simple terms
• Collaborate with internal teams to create and improve internal systems, policies, and procedures when asked
• Balance big-picture and detail-oriented thinking to ensure that clients are on the path that will best help them reach their goals and that blockers along this path are promptly addressed
• Scope projects and articulate all deliverables, including technical data needs, clearly and concisely
• Set milestones and deadline dates while ensuring projects stay on schedule
• Delegate tasks to support teams as needed and perform quality control to ensure deliverables meet client expectations
• Collaborate with other team members to ensure successful implementation of UpMetrics platform and strategically embed it into key decision-making processes for clients
• Manage multiple competing priorities to provide quality, sustainable levels of support to all clients in your portfolio, using technology and tools to stay organized
• Effectively use tools such as Salesforce, Slack, and Asana to support internal communication and collaboration
• Establish, follow, and improve upon documentation practices
• Contribute to in-person and virtual gatherings of key impact stakeholders
• Serve as the “voice of the customer” internally to help drive the product roadmap
• Understand how new features and product innovations will impact the user experience and communicate with clients to boost engagement
• Continue to build knowledge and expertise in the social sector by learning more about our clients’ work and their challenges
• Build community among clients and facilitate introductions in the sector as appropriate
• Guide stakeholders with best practices and recommendations to improve data flows, data collection and data visualization strategies
• Design, implement, manage and document data flows that consider client impact goals, operational needs, technologies and data environments
• Provide consultation to clients on their impact frameworks, including refining objectives and key impact indicators
• Build a deep understanding of the UpMetrics platform and how it is best deployed across verticals so that you can drive the client experience toward success
• Understand the best ways to structure, wrangle, clean and present information from a variety of data sets in a concise, coherent way that is appropriate for the target audience
• Read, write, and edit scripts written in Python and SQL to effectively extract, transform and load client data prior to visualizing
• Apply quantitative data to an organization’s goals, with an emphasis on using data to take action
• Navigate and comprehend data sets from a broad range of sectors and a variety of softwares

Preferred Qualifications

Some experience in the impact sector (Foundations, Impact Investors, CSR, or Nonprofits)

Benefits

• $105,000- 130,000 annual salary based on experience, plus variable compensation
• Equity incentive plan
• 70% employer paid health insurance for employees and family
• Dental and vision insurance
• Fully paid Life and Accidental Death & Dismemberment insurance
• Fully paid Short- and Long-term Disability insurance
• Unlimited time off policy, plus paid holidays and monthly Wellness Fridays
• Parental leave policy
• FSA plan, lifestyle spending account (LSA) for eligible professional development, wellness, and mental health expenses, and Employee Assistance Program via The Hartford
• 401K plan
• Remote work equipment
• Annual company retreat and quarterly virtual company events
• Outstanding team and meaningful work