Upland Software

Customer Success Manager

• Achieve individual performance targets for renewal of contracts for allocated accounts
• Maintain strong communications with many customers
• Promote the Company’s services and identify customer expansion opportunities
• Monitor adoption rates of assigned Accounts and provide insight to Customers Success Managers
• Identify potential issues within allocated accounts and work with Management to resolve them
• Update Salesforce with forecasts and status updates accurately and timely
• Adopt best practice in line with Customer Success methodologies

Customer Success Representative – Représentant, réussite client

Business Development Rep

• Represent Adestra’s product and services with a deep understanding of its value for North American marketers.
• Proactively seek new leads and business opportunities, targeting mid-market and enterprise accounts in North America.
• Use CRM, sales engagement platforms, cold calling, emailing, and social selling to generate new sales opportunities.
• Set up meetings or calls between potential customers and sales executives.
• Manage and maintain a pipeline of interested prospects, collaborating with sales executives for next steps.
• Identify best practices to refine Upland’s lead generation playbook for the North American market.
• Identify opportunities for Upland Audience Engagement to solve prospects’ needs, especially in the context of MarTech integrations (e.g., CRM, CDP, audience development tools).
• Collaborate with internal teams to refine messaging and maximize value in every interaction.

Business Development Representative

• Manage a portfolio of approximately 25-30 accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth.
• Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion.
• Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors.
• Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, grow and mature our customers.
• Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
• Senior level relationship ownership and management.
• Understand clients’ business and identify opportunities for Upland to add value.
• Provide leadership and insight into customer’s objectives, process and technology roadmaps.
• Identify any potential risks associated to customer health and retention and communicate regularly to leadership team.
• Collaborate with internal cross-functional teams to create and execute risk mitigation plans.
• Facilitate multiple moving parts, resources & communication chains.
• Manage customer subscription renewals, including proposal development, estimates and commercial negotiations.
• New opportunity (growth) identification; hand over to account executive if required.

Senior Customer Success Manager

Full-stack Engineer

• Develop, test, and maintain platform code
• Compile and analyze data, processes, and codes to troubleshoot problems
• Collaborate with other developers and team members to enhance user experience
• Troubleshoot and diagnose production issues
• Participate in continuing education and training to learn new programming languages

Software Engineer I

Account Executive

• Co-Sell with Carrier Partners
• Joint Account Planning
• Partner Enablement
• Pipeline Development
• Enterprise Sales Execution
• Negotiation & Contracting
• Technical Collaboration
• Forecasting & Reporting
• Customer Expansion
• Market Intelligence

Enterprise Account Executive

• Analyze, design, and develop scalable solutions, primarily on the Microsoft platform.
• Work with 3rd party vendors and SDKs to enhance the product and maintain existing integrations
• Work with quality assurance, support and Professional Services teams to fix any defects
• Perform debugging and troubleshooting of existing code base.
• Communicate with customers and internal resources to complete assignments to customer satisfaction
• Follow standard software development practices and procedures as laid out by the business unit and Upland

Software Engineering Lead

Product Manager

• Own the product lifecycle from problem discovery and user interviews to writing specs, managing delivery, and iterating after launch.
• Contribute to north star strategy by partnering with senior leadership, bringing user insights, technical understanding, and market awareness.
• Drive the roadmap, aligning user impact, business goals, and technical feasibility.
• Partner closely with engineering to design and deliver deeply technical features.
• Engage with customers, prospects, and industry analysts regularly to understand user needs, workflows, and expectations.

• Contribute to the design, architecture, and development of many aspects of the platform including new features, integrations and/or software defects.
• Participate in code reviews and providing feedback on others’ designs/code.
• Balance technical debt vs. feature development vs. supporting customers.
• Troubleshoot and diagnose issues with your code and production environments.
• Take control of complex problems and step through them in a rational way.
• Make tactical vs. strategic trade-offs.
• Be accountable for technical debt in your own software.
• Jump in and help the team deliver features when it is required.

Software Engineer II

Project Manager

• Manage end-to-end delivery of BA Insight implementation projects
• Lead project planning, scheduling, scope management, and risk tracking
• Track hours, deliverables, and milestones against Statements of Work
• Partner with technical teams to translate requirements into actionable plans
• Collaborate with CoE team members to identify process improvements

Backend Engineer

• code writing
• unit testing and automated testing
• document their own work
• participation in internal meetings
• follow company practices and procedures

Junior Software Engineer, .NET, JavaScript

Consultant

• Customer Engagement & Solutioning 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 (C#, PowerShell, or similar) 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 (chunking, metadata tagging, indexing) 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
• Support Sales and Customer Success teams in technical scoping discussions and feasibility assessments
• Maintain detailed technical documentation and logs of customer work
• Track time and deliverables accurately using internal project management and time-tracking tools
• Follow established PS methodology and internal QA/SDLC standards

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

• Own the product lifecycle: From problem discovery and user interviews to writing specs, managing delivery, and iterating after launch.
• Contribute to north star strategy by partnering with senior leadership —bringing user insights, technical understanding, and market awareness to the table.
• Drive the roadmap , aligning user impact, business goals, and technical feasibility.
• Partner closely with engineering to design and deliver deeply technical features.
• Collaborate with sales and solutions teams to evaluate incoming feature requests and commitments made during the sales cycle.
• Engage with customers, prospects, and industry analysts regularly to understand user needs, workflows, and expectations.
• Stay sharp on competitive dynamics and evolving market trends.
• Measure and iterate using data, feedback, and real usage insights.