Software Customer Support Engineer (F/M)
(Montpellier - France)
Founded in 2000, Ivalua is a global leader in cloud-based procurement management solutions.
OUR COMPANY
At Ivalua, we are a global community of experts convinced that digital transformation makes supply chains more sustainable and resilient, while improving collaboration with suppliers. We achieve this through our cloud-based spend management platform, which enables hundreds of major brands to manage their spending and suppliers while optimizing their profitability, ESG performance (Environment, Social and Governance), reducing risks and improving their productivity. Driven by our passions and nourished by our shared ambitions, we give ourselves the means to meet challenges and create impactful experiences for our customers and partner ecosystem, while giving meaning to our teams.
Learn more on www.ivalua.com. Follow us on LinkedIn
THE OPPORTUNITY
CONTEXT: Our Customer Support team is dedicated to operating IVALUA procurement solutions for our EMEA customers after production deployment. The EMEA RUN team is growing further to ensure the satisfaction of an increasingly large number of customers. In this context of growth, we are looking for a Software Customer Support Engineer.
ROLE: Within the RUN team, you work on a portfolio of customers in France and internationally. You lead the customer relationship on the maintenance of these applications in operational and technical terms. You handle customer requests which can be anomalies, support requests, evolution requests or migration to a new major version. You will be the dedicated contact for our customers and partners in terms of technical expertise. You will be trained and certified on our Buyer application (Source-to-Pay SaaS software).
WHAT YOU WILL DO WITH US
Leading the customer relationship on Procurement Application Maintenance
- Dedicated contact for N3 customer support of the Ivalua solution
- Responsible for customer satisfaction by providing attention and technical expertise
- Weekly meetings (prioritization of requests) and monthly meetings (maintenance review, improvement plan and new topics) with the customer and integrator partner
Maintenance:
- Monitoring and qualification of customer requests
- Troubleshooting anomalies to root cause and correction of settings
- Monitoring and customer communication on generic and specific corrections
Solution Upgrade:
- Upgrade preparation: generic and specific code (to be reduced), settings, testing
- Customer testing and Production Deployment
- Customer support and monitoring of associated anomalies
Solution Expertise and Customer Satisfaction:
- Training on product innovations and advances. Support for partners and customers
- Escalation to R&D of customer needs and projects
- Occasional participation in customer specification and configuration workshops
YOUR PROFILE
If you have the experience and skills below, this role could be for you.
Skills and Experience:
- You have at least 5 years of experience in application support and customer management
- You have experience as a developer in object-oriented language (C# ideally) acquired through at least projects, internships or apprenticeships.
- You master SQL (query writing and optimization)
Desired Qualities:
- You are comfortable in English both written and spoken (minimum B2 level) and comfortable in a multicultural environment
- You have strong autonomy and good priority management
- You want to develop your skills in customer relationship management.
WHAT COMES NEXT
If your application matches the desired skills for this role, our recruitment team will contact you to schedule an initial phone call. Take a step further towards achieving your goals - apply today!
A dedicated recruiter will guide you at each stage of the recruitment process. We are here to support you!
Our recruitment process is designed to assess your skills through a series of personalized interviews with our teams. Interviews will take place virtually and in person at our offices.
WHAT YOU WILL FIND AT IVALUA
- A "Hybrid" model (3 days on-site, 2 days remote),
- We are a team driven by the desire to push the boundaries of product and technological innovation,
- A privately held company in constant growth,
- A stable and profitable company,
- Every week, the opportunity to get together over a meal provided by the company,
- Thrive by pursuing your goals through a powerful team spirit, conducive to creativity and productivity,
- Unlock your professional potential through our training and career development program,
- Join a dynamic and international team composed of experts in their fields, and collaborate with people passionate about their work and guided by the same vision,
- Experience an inclusive work environment open to diversity, where your contribution will be appreciated and valued,
- Participate in numerous events organized by the company (sports competitions, musical events and team building),
- Highly rated by its employees, Ivalua has been named by Comparably (https://www.comparably.com/companies/ivalua):
Driven by our differences - Your energy is our strength!
United by our values, we celebrate diversity and equity in all their forms to build an inclusive work environment. To help our customers make their supply chains more efficient, sustainable and resilient, we rely on our international teams with diverse backgrounds, skills and perspectives. We believe in equal opportunity and diversity as drivers of innovation, fostering a spirit of inclusivity, a productive and pleasant work environment, and offering fulfilling career prospects for all Ivaluans.
Explore Ivalua culture - watch this video to learn more!
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