Location: United States – Remote (PST working hours required)
*This position is remote and not eligible for relocations. All positions must reside within the country listed within this job description.
Salary: $105,000 - $125,000 + 10% performance bonus (DOE & Geographic Location)
About the Role:
Applied Value Technologies is seeking a Application Manager to assist in the delivery of our mission- and business-critical application services with internal customers. Reporting into the Professional Services team, our goal is to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness. This position is part of the Application Management department and requires a diverse and flexible skill set for supporting a wide range of applications within our client’s Commerce Engineering products portfolio. Candidates must be passionate about technology, live for amazing 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 business by putting people first, and the People Experience team is uniquely positioned to propel this work to the next level as the customer’s needs act as the guiding compass, not the technology’s limitations!
About you:
We are looking for someone to:
- 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
- Effectively use internal project management tools such as Tasks, Asana
- 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
- Manage and Maintain documentation of SOP's
We want someone who has:
- Customer interaction skills
- Excellent written and verbal communication skills
- Managing support work independently with occasional support from additional AMs.
- Strong technical skills and exceptional organizational skills
- A collaborative utility player mentality (low ego)
- Creative problem-solving abilities
- A proactive sense of curiosity
- Flexibility to be an on-call support person, and flexibility to stretch during holiday season.
Some stuff you need:
- 5-8+ years of Salesforce Service Cloud experience
- 5-8+ years of Advanced Salesforce Administrator experience
- 5-8+ years using Salesforce application integration experience using 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)
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.
We’ve got you covered:
- Competitive salary + performance bonus
- Unlimited paid leave
- 100% employer - paid healthcare benefits (medical, dental vision)
- Sick leave accrual
- 100% paid parental leave - up to 16 weeks
- $1,200 Learning & development allowance (annually)
- $1,200 Health & Wellness allowance (annually)
- Employee referral program
- 401k match up to 4%
- 12 paid holidays annually
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.
