Kaseware

Project Manager

• Manage projects with top-down oversight throughout the entire execution to ensure success as defined by adherence to standards of scope, budget, and timeline
• Work directly with customers to develop comprehensive project plans that merge customer requirements with company goals and coordinate various managers and technical personnel during all project phases, from initial development through implementation
• Monitor project progress continuously and make detailed scheduled reports on measurable items, such as milestones and deliverables
• Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
• Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes
• Anticipate details of future projects by communicating directly with customers and staying informed of relevant trends and industry news
• Work closely with the development team to prioritize and advocate for customer needs and develop a roadmap for customer requirements
• Ability to travel up to 50% to client sites

Support Engineer

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow SLAs for issues with respect to the severity
• Provide support to clients outside standard business hours as required, as part of a shift schedule

Technical Support Engineer

Customer Support

• Solution with the client to refine processes and procedures to meet the customer use cases and requirements, post-implementation
• Form scope assessments, define work plans and roadmaps, and oversee groups executing implementation plans
• Liaise between departmental stakeholders and executive leadership to ensure alignment of all systems implementation
• Monitor customers post roll out and create plans detailing insights and potential improvements for future initiatives
• Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
• Work closely with the development team to prioritize and advocate for customer needs and develop a roadmap for customer requirements
• Work with the Account Management/CSM team to collect and analyze feedback from clients to continuously improve the implementation process and customer satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
• Learn all facets of the Kaseware solution to provide a deep technical expertise and understand to clients
• Liaise between technical and non-technical teams to translate operational needs into technical solutions
• Champion the customer perspective in decision-making processes and proposing innovative solutions to enhance the customer experience
• Ability to travel up to 50% of the time

Customer Experience Manager

Product Marketing

• Conduct market, customer, and competitor analysis and other research to be the expert on the customer, industry trends, and competitors in the market. Use this knowledge to build battle cards and sales enablement and training.
• Support cross-functional alignment across sales, account management, product and customer experience teams to outline goals and strategies. Engage relevant customers, partners, and thought leaders in the private sector through marketing efforts with in-person/virtual events, workshops, and more.
• Develop private sector-specific product positioning and messaging that resonates with customers and differentiates our offering in the market — taking into consideration how we price and promote our products.
• Be the voice of the customer, uncovering and telling compelling stories about how customers are transforming their work with Kaseware. Translate the customer voice into personalized customer marketing communications, success stories/case studies, blogs, guides, product use-case videos, podcasts, one-pagers, onboarding materials, and testimonials to articulate the benefits of our products to the world.
• Develop private sector-specific product marketing strategies and campaigns, and manage marketing communications in collaboration with the rest of the marketing team, sales, and other business operation teams to drive demand and usage of our products.
• Measure, analyze, and report on metrics related to our private sector marketing efforts including new leads/opportunities, the buyers journey, product usage, and adoption, as well as customer engagements, upsells, renewals, and referrals.
• Work cross-functionally with sales, account engagement, strategic partnerships, and the marketing team to inform marketing strategies that leverage our customer relationships and work with the entire marketing team to ensure alignment between prospect and customer experiences.

Project Manager

Technical Support Engineer

Customer Experience Manager

Product Marketing Manager – Private Sector