Upland Software

Customer Success Manager

• Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion.
• Build and maintain strong, long-term relationships with customers by understanding their needs and aligning our solutions to meet their goals.
• Identify any potential risks associated to customer health and retention and communicate through regular pulse updates.
• Attend on-site customer meetings and relevant industry events
• Serve as the voice of the customer, providing feedback to internal teams to improve products, services, and processes.
• Monitor customer health metrics and reach out proactively to ensure customers stay engaged and successful.
• Collaborate with support and technical teams to address and resolve customer issues promptly.
• Support in renewal conversations, forecasting and communicating clear next steps to secure timely contract renewals.
• Identify new opportunities for growth and expansion.
• Assist with various special projects to support the Customer Success organization.

Customer Success Manager – Gestionnaire du succès client

• Lead and develop a high-performing Customer Success Management team
• Drive a high-performance culture through coaching and feedback
• Act as primary escalation point for customer portfolios
• Collaborate cross-functionally to align on customer needs
• Champion customer satisfaction and retention

Manager, Customer Success

• Lead and develop a team of 4 Customer Success Managers
• Drive a high-performance culture through coaching and structured feedback
• Act as primary escalation point for customer portfolios
• Collaborate with Sales, Support, and Marketing teams to ensure customer satisfaction
• Champion customer satisfaction, retention, and expansion

Senior Manager, Customer Success

Consultant

• Lead and participate in technical meetings with enterprise customers, including troubleshooting sessions and go-live support calls.
• Translate complex technical details into language understandable by both technical and non-technical stakeholders.
• Calmly manage tense situations and help de-escalate when technical issues or deadlines create pressure.
• Configure, integrate, and optimize BA Insight connectors with systems such as SharePoint, FileNet, iManage, and other enterprise repositories.
• Utilize REST APIs and scripting to implement or extend integration logic.
• Troubleshoot complex issues across multi-tier environments including application servers, connectors, indexing services, and authentication systems.
• Support orchestration pipelines that prepare data for LLM/AI consumption.
• Work closely with Project Managers, Solutions Consultants, and Support to ensure project milestones are met.
• Partner with Product and R&D to identify defects, suggest enhancements, and test new connector functionality.
• Maintain detailed technical documentation and logs of customer work.

Senior Technical Consultant

• Implementation Support: Configure and deploy BA Insight connectors and related components within customer or demo environments.
• Assist in setting up integrations between BA Insight and systems like SharePoint, FileNet, iManage, or Documentum.
• Support indexing, metadata enrichment, and data orchestration processes for enterprise AI use cases.
• Technical Troubleshooting: Investigate, reproduce, and resolve technical issues escalated by customer-facing consultants or the Support team.
• Analyze logs, monitor indexing and orchestration pipelines, and identify root causes of connector or configuration issues.
• Collaborate with internal engineers to resolve complex technical challenges and document findings.
• Testing & Validation: Execute and document functional, performance, and regression testing for connector and orchestration configurations.
• Validate installations, upgrades, and patches prior to customer delivery.
• Ensure configuration consistency across environments (Dev, Test, UAT, Production).
• Documentation & Process Compliance: Maintain clear and accurate records of work performed, including environment details, configuration parameters, and troubleshooting notes.
• Follow internal implementation methodologies, quality checklists, and escalation procedures.
• Provide feedback to improve documentation, internal tools, and reusable scripts or templates.
• Team Collaboration: Work closely with Senior Consultants, Support Engineers, and Project Managers to ensure technical readiness for project milestones.
• Operate largely asynchronously, performing work during flexible hours that complement global project timelines.

Technical Consultant

Solutions Engineer

• Serve as a trusted advisor to our most strategic Prospects and Customers
• Combine deep industry knowledge with technical expertise to design solutions
• Lead discovery sessions with customer executives and stakeholders to understand business needs
• Design and deliver presentations, demos, and solution concepts that align capabilities with Prospect outcomes
• Clearly articulate differentiation and advantages, ensuring customer confidence
• Lead pilots and Proof of Concepts (PoCs), providing technical guidance
• Act as an industry thought leader, shaping solution narratives with deep insights
• Represent Upland at events, webinars, and executive briefings
• Support pipeline generation through workshops, proposals, and RFP responses
• Collaborate with various teams to influence roadmap and deliver customer impact
• Mentor junior SCs and contribute to a learning-first culture

Solutions Consultant

QA Engineer

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QA Analyst I

• Assist the quality assurance efforts for two key products: FileBound and AccuRoute.
• Develop and approve test plans, strategies, and automation roadmaps for both products.
• Ensure adherence to QA methodologies and best practices.
• Drive decisions on trade-offs between performance, cost, and schedule.
• Act as the “Quality Champion” for assigned products, defending code quality on behalf of customers.
• Lead meetings and communicate QA approach to management and stakeholders.
• Disseminate technical information clearly to diverse audiences, including non-technical stakeholders.
• Collaborate with leadership and product SMEs to align QA strategy with organizational vision.
• Architect solutions for complex testing scenarios across FileBound and AccuRoute.
• Oversee automation strategy and integration into CI/CD pipelines.
• Solve complex, vaguely defined technical problems with innovative solutions.

QA Analyst II

Support Engineer

• Technical Support of Upland products
• Interact with customers via phone/email to provide effective service and support
• Report product or solution problems to engineering and follow-up on resolution
• Execute installations and upgrades
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase client satisfaction and deepen client relationships
• Ensure customer satisfaction through reporting, follow-up and appropriate problem closure