Customer Application Engineer

Customer Application Engineer

Montreal, Quebec - Canada

Founded in 2000, Ivalua is a leading global provider of cloud-based procurement solutions.

COMPANY OVERVIEW

At Ivalua we are a global community of exceptional professionals, who believe that digital transformation revolutionizes supply chain sustainability and resiliency to unlock the power of supplier collaboration.

We achieve this through our leading cloud-based spend management platform that empowers hundreds of the world's most admired brands to effectively manage all categories of spend and all suppliers to increase profitability, improve ESG (environmental, social, and corporate governance) performance, lower risk, and improve productivity. Driven by our passions and fueled by our shared ambitions, we empower and challenge each other to create meaningful experiences for our colleagues, customers, partners, and communities.

Learn more at www.ivalua.com. Follow us on LinkedIn

THE OPPORTUNITY

CONTEXT:

Our RUN team is dedicated to serving our clients post go-live the best way we can to secure an exceptional client experience. With over 50 team members, our AMER RUN team is growing to satisfy demand. In this context of fast growth, you will help both public and private sector customers with support and maintenance to secure a smooth transition post go-live.

ROLE:

Here at Ivalua, we are currently looking for a Customer Application Engineer I. Reporting to the Run Manager, you will be involved in the Maintenance/Support workstream (post go-live). You will be the first point of contact for clients who have implemented Ivalua and are engaged with us.

WHAT YOU WILL DO WITH US

Managing customer relations for the maintenance of the Buyer application

• Dedicated contact for the client administrator of the Ivalua solution on 1 to 5 accounts

• Guarantee customer satisfaction by providing attention and technical expertise

• Weekly meetings (prioritization of requests) and monthly meetings (maintenance report, improvement plan, and new topics) with the client and the integration partner

Maintenance

• Monitoring and qualification of customer requests

• Troubleshooting anomalies down to the root cause and correction of configurations

• Monitoring and communication with the client regarding generic and specific corrections

Upgrade requests

• Analysis of the client's needs, gaps, and processes

• Liaison with project engineers, production of cost estimates for requests

• Configuration of the solution and reduction of specific code

Solution upgrade

• Preparation: generic code vs. specific (to be reduced), configurations, tests

• Customer Acceptance and Production Go-Live

• Customer support and tracking of associated anomalies

Solution Expertise and Customer Satisfaction:

• Training on new features and product advancements. Support for partners and customers

• Reporting customer needs and projects to R&D

• Occasional participation in customer specification and configuration workshops

English is required as we serve customers throughout Canada from our Montreal location, and a significant majority of business is conducted in English; however, wherever possible, we will support the employee's right to work in French.

YOUR PROFILE

If you have the below experience and strengths this role could be for you:

Skills and Experience:

• At least 3 years’ experience in software development using C# and SQL Server

• Comfortable looking for configuration solutions versus new coding and development

Soft Skills:

• Able to manage client relationships

• Self-driven, results oriented, strong leadership skills

• Exceptional communication and time management skills

• Solid problem-solving skills and able to work under time pressures

• Can demonstrate the ability to adapt to customer and partner restraints

WHAT HAPPENS NEXT

If your application fits this specific position’s needs, our skilled Talent team will reach out to schedule an initial screening call. Get one step closer to achieving your goals – apply today!

Our Talent team will guide you through every step of the interview process - from preparation to completion. They're here to support you!

Our recruitment process is designed to assess your competencies through a series of personalized interviews with internal stakeholders relevant to the role.

Interviews will be conducted virtually via video or on-site with face-to-face meetings.

LIFE AT IVALUA

• Hybrid working model (3 days in the office per week) with snacks and weekly lunches in the office as well as regular social events

• The company is privately held, sustainably growing, and has been stable and cash-flow positive for 10 years

• Unlock your full professional potential with our exceptional training and career development program

• Join a dynamic and international team of top-notch professionals who are experts in their respective fields. Collaborate with like-minded individuals who are deeply passionate and highly motivated about their work. Experience a truly diverse and inclusive work environment where your unique contributions are highly valued

• Ivalua has been recognized by Comparably for the following (https://www.comparably.com/companies/ivalua):

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United by our values we embrace diversity and equity in the broadest possible sense to create an inclusive workplace. To help our customers make supply chains more efficient, sustainable and resilient, we rely on a global team with a variety of backgrounds, skills and views. We believe in equal opportunity and in diversity as a driver of innovation that cultivates a spirit of inclusiveness, creates a productive and fun place to work, and provides fulfilling career opportunities for all Ivaluans. https://www.linkedin.com/company/ivalua/about/

Experience life at Ivalua - check out our captivating video! Gain insight into our unique company culture and get a glimpse of what it's like to work with us.

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