Job Description

Location: United States, Austin, TX 100% Onsite

*This position is onsite and not eligible for relocation.  All positions must reside within the country listed within this job description. 

Salary: Up to $90,000 + 10% performance bonus (DOE & Geographic Location) 

A little bit about us:

Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale. 

About the Role:

As an Application Manager, you'll play a key part in supporting mission-critical applications for our internal customers, ensuring exceptional technical support, customer service, and timely issue resolution. You'll need a versatile skill set to manage a broad range of applications within our client's engineering products. We're seeking candidates who are passionate about technology, committed to outstanding customer service, and thrive in a fast-paced environment.

Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else.  

About You: 

• Familiar with end-to-end Customer/IT support processes  

• Adjusts easily to new or changing circumstances. 

• A collaborative utility player mentality (low ego) with a proactive sense of curiosity 

• Focuses on achieving results that promote business success. 

• Demonstrate proactive and professional communication skills with all stakeholders and partners 

• Maintain a professional, adaptable, and respectful manner 

• Provide high quality service to all users   

Responsibilities:  

• Partner with business teams, engineering teams and vendors to analyze future areas for automation and develop implementation plans 

• Provide production support for the CS/CX business users 

• Drive business-user/customer-centric communications to effectively communicate with related teams and influence decisions with customers 

• Be responsible for supporting and configuration of a single application / module 

• Collaborate with various squad team members, understand business requirements (BRD), business risks, deliver clear PRD documentation 

• Drive business-user / customer-centric communications to effectively communicate with related teams and influence decisions with customers and senior leadership 

• Work with vendor support for escalations 

• Demonstrate leadership analyzing and reporting out root cause analysis, proactively escalate trending issues 

• Track key application metrics, drive insights to measure results against goals 

• Provide inputs to the roadmap, suggest features for applications, work with vendors and engineering to implement 

• Analyze application issues, addressing configuration, implementation, and function or process failures 

• Prioritize independently using predefined criteria, deliver a set of tasks or a small / medium project 

• Partner with data team to determine how topic trends can be used for wider organizational insights 

• Proactively reach out for help when blocked on assigned tasks 

• Write complex queries and perform data analysis using appropriate application tools 

• Understand functional area data models 

Your Expertise:

• Bachelor's in Information Technology, Business or a related field preferred 

• 6-8 years of Salesforce Service Cloud experience 

• 5+ years of Advanced Salesforce Administrator experience 

• Proficient experience using Salesforce application integrations with Salesforce API, webservices and 3rd party tool APIs 

• End to end understanding of data/access updates, batch jobs and debugging  

• Working knowledge of customer service, customer support and customer experience processes 

• Deep technical understanding of applications and business processes, product architecture and integrations 

• Understanding of cross application dependencies and workflows 

• Hands-on experience integrating customer support platforms with other partner/vendor, customer experience and chatbot solutions such as Medallia, ADA, using APIs and asynchronous integration methods 

• Experience in exchanging data with applications using XML, XLS/CSV/TXT. flat files and delimited files 

• Professional fluency in English, both written and verbal (required) 

Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check. 

Job Tags

Similar Jobs