Software Customer Support Engineer (M/F)
(Montpellier - France)
Founded in 2000, Ivalua is a global leader in cloud-based spend management software.
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 (Environmental, Social, and Governance) performance, reducing risks, and improving productivity. Driven by our passions and fueled by our shared ambitions, we empower ourselves to meet challenges and create impactful experiences for our customers and our partner ecosystem, while giving meaning to our teams.
Find out more at 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 they go live. The EMEA RUN team is continuing to grow to ensure the satisfaction of an increasing number of customers. In this context of growth, we are looking for a Software Customer Support Engineer.
ROLE: Within the RUN team, you will work on a portfolio of clients in France and internationally. You will manage the customer relationship regarding the maintenance of these applications from an operational and technical perspective. You will handle customer requests, which may include anomalies, support requests, change requests, or migrations to a new major version. You will be the dedicated point of 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 package).
WHAT YOU WILL DO WITH US
Managing the customer relationship for the maintenance of the Procurement application
- Dedicated point of contact for L3 customer support for the Ivalua solution
- Responsible for customer satisfaction by providing attention and technical expertise
- Weekly meetings (request prioritization) and monthly meetings (maintenance review, improvement plan, and new topics) with the customer and the integrator partner
Maintenance:
- Tracking and qualification of customer requests
- Troubleshooting anomalies down to the root cause and correcting configurations
- Tracking and customer communication regarding generic and specific fixes
Solution upgrade:
- Preparation of the upgrade: generic and specific code (to be reduced), configurations, tests
- Customer acceptance testing and Go-Live
- Customer support and tracking of associated anomalies
Solution expertise and Customer Satisfaction:
- Training on new product features and advancements. Support for partners and customers
- Escalating customer needs and projects to R&D
- Occasional participation in customer specification and configuration workshops
YOUR PROFILE
If you have the experience and skills below, this role might 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 an object-oriented language (C# ideally) acquired through at least projects, internships, or work-study programs.
- You are proficient in SQL (writing and optimizing queries)
Desired Qualities:
- You are comfortable in English, both written and spoken (B2 level minimum), and comfortable in a multicultural environment
- You have strong autonomy and good priority management skills
- You want to develop your skills in customer relationship management.
WHAT HAPPENS NEXT
If your application matches the skills required for this role, our recruitment team will contact you to schedule an initial phone call. Take a step closer to achieving your goals - apply today!
A dedicated recruiter will guide you through every step 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 constantly growing private company,
- A stable and profitable company,
- Every week, the opportunity to get together for a meal provided by the company,
- Thrive while pursuing your goals through a powerful team mindset, 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 who are 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,
- Take part in the many 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 and varied 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 the Ivalua culture - watch this video to learn more!
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