About Totango

Totango + Catalyst have joined forces to build a leading customer growth platform that helps businesses protect and grow their revenue. Built by an experienced team of industry leaders, our software integrates with all the tools CS teams already use to provide one centralized view of customer data. Our modern and intuitive dashboards help CS leaders develop impactful workflows and take the right actions to understand health, prevent churn, increase adoption, and drive expansion.

Responsibilities:

Work with our Onboarding Managers to onboard new Customers, driving fast time to first value and delivering best-practice integrations.
Manage technical discovery sessions to gather Customer requirements on the systems, data model, and custom metrics needed to achieve their business goals.
Recommend best-practice approaches to integration, implementation, and product configuration, and provide technical instruction to Customer teams during Onboarding.
Document the system architecture, data model, and integration approach used to deploy Totango for your Customers.
Work with Customer and/or Partner teams to guide and/or implement the integration.
Conduct Data and Configuration audits to verify integration prior to launch, and assist in other testing/QA activities in support of getting your Customers live.
Respond to Customer Support Service Requests and Escalations in a timely manner while maintaining high customer satisfaction.
Partner with cross-functional teams. Work with Product Management, Support, and Engineering to translate Customer business needs and product feedback into new solutions.

Qualifications:

3+ years relevant work experience in a customer-facing customer success engineering, professional services, or technical support role. SaaS experience preferred.
Excellent English - Written and spoken
Experience with requirements gathering and data modeling
Familiarity with Salesforce.com, Hubspot or other CRM platform
Familiarity with Zendesk, Jira or other Support platforms
Familiarity in SQL databases, APIs, ETL and ELT
Demonstrable ability to write SQL queries
Self-motivated, proactive team player
Strong communication and interpersonal skills
Diplomacy, tact, and poise when working through customer issues and escalations
Bachelor's Degree or higher in a related technical field or equivalent work experience

Nice to have:

Salesforce.com custom development a plus
Enterprise application development or integration experience
Web Development, including HTML and JavaScript a plus
Understanding of basic shell scripting a plus

Why You’ll Love Working Here!

Remote First! We have team members all over the world.
Highly competitive compensation package, including equity
Open vacation policy, encouraging you to take the time you need
Monthly Mental Health Days and Mental Health Weeks twice per year so you can relax, and do your work as your best self

Your base pay is one part of your total compensation package and is determined within a range. We take into account numerous factors in deciding on compensation, such as experience, job-related skills, relevant education or training, and other business and organizational requirements.

Totango + Catalyst is an equal opportunity employer, meaning that we do not discriminate based on race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. Diversity is more than just good intentions; we are committed to creating an inclusive environment for all employees

The pay range for this role is:

90,000 - 100,000 USD per year (Remote - United States)

110,000 - 120,000 CAD per year (Remote - Canada)

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