Momentive Software

Support Engineer

• Provide MIP Accounting application support to clerks, auditors, staff accountants, CFOs, payroll and HR staff.
• Able to interpret what an Accountant, CFO or Accounting Clerk is conveying and apply a consultative approach to address accounting application questions or issues.
• Understanding of how accounting transactions flow into financial reports such as a balance sheet and/or statement of revenue and expenditures and identify report and/or transaction issues to assist with corrections.
• Provide timely responses to customer service inquiries via product ticket system.
• Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution (phone/web/chat).
• Collaborate with team members to provide resolutions to customer inquiries.
• Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes.
• Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue.
• Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores.
• Answer product related how to questions for new and existing customers on the product you support through phone calls, web cases and chat as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software.
• Other duties as assigned.

MIP Associate Support Analyst – 4

Account Executive

• Own and manage a portfolio of SMB accounts.
• Drive revenue growth by identifying, qualifying, and closing new business opportunities.
• Serve as the primary point of contact for assigned accounts, building strong relationships with key stakeholders.
• Collaborate with Customer Success, Marketing, Solution Engineering and Product teams to ensure customer satisfaction and retention.
• Maintain accurate records in the CRM and provide regular reporting on pipeline, forecast, and performance.
• Develop and execute strategic account plans to grow existing accounts.
• Stay up-to-date on industry trends, competitor offerings, and product updates.
• Other duties as assigned by manager.

SMB Account Executive

Project Manager

• Leads and coordinates professional services for our existing and new client base.
• Plays a critical role in driving the successful execution and completion of projects, leveraging agile and iterative methodologies.
• Has overall responsibility for managing scope, cost, schedule, customer expectations, internal staffing and outside vendors, and contractual deliverables.
• Prepares reports for upper management and customers regarding the status of the project.
• Regularly assesses progress, monitors and identifies risks and issues, and proactively addresses issues and risks to keep projects on track.
• Prioritizes initiatives and deliverables based on strategic goals, resource availability, and potential business impact.
• Coordinates all activities within the project team to ensure that project tasks are completed on time, including scheduling and facilitating project-related team meetings, communicating status updates, and delivering weekly status reports.
• Assures quality assurance through deployment success.
• Manages customer expectations by effectively communicating project expectations between all parties in a timely and clear fashion.
• Maintains required project documentation, per PMO processes.
• Facilitates the adoption of agile methodologies within the project and client teams, promoting iterative development, continuous improvement, and adaptability.
• Works closely with team leads to plan iterations, define user stories, and prioritize tasks for efficient project execution.
• Encourages a test-and-learn culture that emphasizes data-driven decision-making and helps identify optimal solutions faster.
• Leads the development of measurable program objectives aligned directly with company goals.
• Defines relevant KPIs and success metrics for all project types, enabling effective performance tracking and reporting.
• Analyzes project results to provide insights for continuous improvement and decision-making.
• Provides timely updates to executive leadership and stakeholders on program status, achievements, and any potential roadblocks.
• Clearly conveys complex technical concepts to non-technical audiences, ensuring effective communication and understanding.
• Successfully prioritizes and executes tasks in a high-pressure environment.
• Fosters effective communication and collaboration between Consulting Services teams and other departments to ensure seamless integration of data-driven insights into product development.
• Coaches and serves as an example to multiple teams in systems thinking, root cause analysis, and collaborative problem solving.
• Facilitates discussion and alternatives or different approaches.
• Works closely with product owners and management to provide visibility into feature readiness.
• Drives project initiation through completion, managing business requirements, review & signoff process, and ensuring timely resolution of discrepancies and project roadblocks.
• Advises clients on best practices for change management and business practices as they pertain to software use.
• Establishes project plans, timelines and specifications based on customer needs.
• Reports project status information to all key stakeholders on a regular basis.
• Researches implementation issues and facilitates their solutions.