Customer Success Software Engineer

Job Summary

The Customer Success Software Developer is responsible for designing and developing internal tools and features to automate and increase efficiency and scalability of our Customer Success workflows and operations. The Software Developer will work with leadership and the Customer Experience Product Owner to roadmap, design, and develop tools and resources in support of organizational objectives.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

• Work across business units, including sales, training, billing operations, onboarding, account management and conversions to gather requirements and develop new capabilities and resources.

• Gather input from Customer Experience Product Owner and key stakeholders in order to refine, prioritize, and maintain product backlog

• Identify effort of work to manage a roadmap and backlog based upon business priority, and commit to deliverables.

• Responsible for creating and facilitating feature requirements, user stories and user interface designs

• Ensure solutions meet the workflow requirements and enables the overall business objective

• Participate in product testing and demonstrations and gather feedback from stakeholders.

• Participate in, and lead, weekly stand-ups, refinement, and backlog prioritization

• Ensure that training content and documentation is created and delivered for new functionality

• Maintain product functionality, addressing and resolving errors and bugs promptly

Additional functions

In addition to the essential functions listed above, the incumbent may perform the following additional functions.

• Provide domain expertise to assist with user experience planning

• Participate in customer success organization meetings to understand business needs

Required Qualifications

• Bachelor's Degree in a related field preferred or a combination of equivalent education and experience

• 2+ years of experience in a similar technology-related role that includes process/product design, project/product planning.

• 2+ years of experience with Microsoft Power Apps, Power BI, and Azure Dev Ops, as well as familiarity with other related platforms and tools

• Ability to work effectively independently, managing daily tasks, and comfortable with some ambiguity.

• Strong organizational, attention to detail and task follow-up skills. Adept at handling multiple assignments in a timely manner, prioritizing and meeting assigned deadlines

• Ability to gather, synthesize, and create action plans based on feedback from multiple stakeholders.

Preferred Qualifications

• Knowledge of billing, sales, support and customers onboarding operations.

• Experience in a software and SaaS industry a plus

Working Conditions

Physical Demands

• Operating a computer or other office devices for the majority of the workday

• May occasionally need to move packages up to 10 pounds such as office supplies or equipment

• Must be able to communicate with others in person, over the phone, and in writing. 

• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors

• Must be able to read and interpret various electronic and written documents.

Environmental Factors

• This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.

Travel and On-call

• Limited travel for corporate meetings and events (<10%)

• Rarely on-call, but high response rate to resolve product issues swiftly

PATTERSON IS AN EQUAL OPPORTUNITY EMPLOYER

As a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We believe our employees’ unique experiences and differences are what strengthen us and drive our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status.