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Senior Customer Success Engineer

Experienced

Aptean | Business Operations | Mississauga, Ontario

Would you like to be a part of the organization where high energy meets intellect? If you get excited by solving puzzles and working in a collaborative environment, then Aptean wants to work with you!!

About Aptean

Aptean provides very specific industries with very specific ERP, supply chain management, and customer experience solutions. In today’s fast-paced, highly competitive economy, organizations don’t have time to waste forcing homegrown software, spreadsheets, and one-size-fits-all solutions to do things they were never designed to do. Aptean is on a mission to end those workarounds – with industry-specific solutions instead of generic software, expert support instead of making you go it alone, and a steady influx of new ideas instead of the status quo. That is why over 2,500 highly specialized organizations in more than 20 industries and 54 countries rely on Aptean to streamline their everyday operations.

Aptean is focused on providing products and solutions to customers in specific verticals. Our products are rich in feature and functionality and delivered on premise, SaaS and Hybrid delivery models. Aptean’s products deliver value at lowest total cost of ownership and scale with needs of our customers. Most of our products and solutions are leaders in the vertical market segments they serve.

Aptean uses its core values of Drive For Results, Win Together, Foster Innovation, and Be Courageous to guide its employee community to serve every customer in every geography and market.

Job Description

The Senior Customer Success Engineer role is an integral part of Aptean’s commitment to an exceptional customer experience throughout the client’s lifecycle. This role is responsible for providing technical consulting, custom development, and support to Aptean customers.  In addition to researching and resolving problems and issues, in conjunction with Software environments, Customer Success Engineers interface with other team members and customers. Often serving as escalation point for support, they may also travel to customer sites as needed.

Responsibilities

  • Determine methods and procedures on new assignments.
  • Use professional concepts and company objectives to resolve complex issues in creative and effective ways.
  • Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. 
  • Exercise judgement in selecting methods, techniques and evaluation criteria for obtaining results.
  • Network with key contacts outside own area of expertise.
  • Effectively work on multiple projects simultaneously.
  • Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.
  • Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
  • Work with Services and R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
  • Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
  • Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
  • Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
  • Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
  • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
  • Observe trends with technical issues and recommend improvements to design, documentation or implementation.
  • May be required to design solutions and prepare design specifications.
Skills & Requirements

Required Skills

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 4 years and a Master’s degree; or a PhD with 2 years' experience; or equivalent experience. Typical range is 4-7 years. Depending on position, experience can range from 3-6 years.  Experience working with multiple stakeholders in problem-solving environment is preferred.

Qualifications

  • Strong understanding of relational database concepts and architecture.
  • Excellent time management and organizational skills, requiring minimal supervision.
  • Excellent verbal and written communication skills.
  • Strong analytical problem solving and decision making skills.
  • Ability to work efficiently and independently and do whatever it takes to get the job done.
  • Ability to handle difficult or sensitive situations with diplomacy and tact.
  • Track record in providing outstanding customer service.
  • Ability to travel to customer sites as required.

If you are determined to give your best every day and you are seeking an opportunity to work with an amazing group of people, then apply online today!

At Aptean, we are committed to providing equal access to employment opportunities across our organization. If you require any accommodation assistance throughout the recruitment and selection process, please send an email to careers@aptean.com or contact us at (855) 411-2783 and ask for Human Resources. Let us know the nature of your request and your contact information and we would be happy to assist you.