Software Customer Support Engineer (F/M)
(Montpellier - France)
Founded in 2000, Ivalua is a global leader in cloud-based procurement management software 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 spend and suppliers while optimizing their profitability, their ESG (Environmental, Social and Governance) performance, reducing risks and improving their productivity. Driven by our passions and fueled by our shared ambitions, we give ourselves the means to meet challenges and create impactful experiences for our clients 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 clients after go-live. The RUN EMEA team continues to grow in order to ensure the satisfaction of an increasing number of clients. In this context of growth, we are looking for a Software Client Support Engineer.
ROLE: As part of the RUN team, you will work on a portfolio of clients in France and internationally. You will manage the client relationship for the maintenance of these applications from both an operational and technical standpoint. You will handle client requests, which may be anomalies, support requests, evolution requests, or migration to a new major version. You will be the dedicated point of contact for our clients and partners for technical expertise. You will be trained and certified on our Buyer application (Source-to-Pay SaaS software package).
WHAT YOU WILL DO HERE
Managing the client relationship for the maintenance of the procurement application
- Dedicated point of contact for N3 customer support of the Ivalua solution
- Guarantor of client satisfaction by bringing attention and technical expertise
- Weekly meeting (request prioritization) and monthly meeting (maintenance review, improvement plan and new topics) with the client and the integrator partner
Maintenance:
- Tracking and qualification of client requests
- Troubleshooting anomalies down to root cause and correcting configurations
- Tracking and client communication on generic and specific fixes
Solution upgrade:
- Upgrade preparation: generic and specific code (to be reduced), configurations, testing
- Client acceptance testing and production deployment
- Client support and follow-up of associated anomalies
Solution expertise and Client Satisfaction:
- Training on product new features and advancements. Support to partners and clients
- Feeding client needs and projects back to R&D
- Occasional participation in client workshops on specification and configuration
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 client management
- You have experience as a developer in an object-oriented language (C# ideally), gained through at least projects, internships or work-study programs
- You master SQL (writing and optimizing queries)
Desired Qualities:
- You are comfortable in English, both written and spoken (minimum B2 level), and at ease in a multicultural environment
- You have strong autonomy and good priority management
- You want to develop your skills in client relationship management
WHAT COMES NEXT
If your application matches the skills sought for this role, our recruitment team will contact you to schedule a first phone call. Take one step further towards 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 limits of product and technological innovation,
- A privately held, constantly growing company,
- A stable and profitable company,
- Every week, the opportunity to gather together around a meal offered by the company,
- Thriving while 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 of experts in their fields, and collaborate with people passionate about their work and guided by a shared 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, music events and team building),
- Acclaimed by its employees, Ivalua was named by Comparably (https://www.comparably.com/companies/ivalua):
Powered by our differences - Your energy is our strength!
United by our values, we celebrate diversity and equity in all their breadth to build an inclusive work environment. To help our clients 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 opportunities and in diversity as drivers of innovation, fostering a spirit of inclusiveness, 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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