Knoa Software, based in New York City, is a leading provider of B2B software for measuring and managing end user experience. Our flagship user analytics offering, “SAP UEM by Knoa,” is resold worldwide by SAP. We are a pioneer in the end user experience management space, with a patented technology and a unique set of analytics.
SAP UEM by Knoa is available for on-premises deployment and as a cloud-based subscription service, with mature customer implementations on every continent. We are looking to expand our global support operations team with mid- and senior-level software support engineers.
Software Test Engineer
Position Overview:
Are you looking to work on a system that provides Google Analytics visibility into business enterprise and mobile apps? Like consumer products, workplace software is rapidly evolving. That evolution is disruptive to corporate employees and processes. If you want to help fortune 500 companies navigate the process embracing this change while retaining their substantial software investment, this could be the role for you.
What You Will Get:
- A key role in a small team of dedicated professionals
- Opportunity to work with multiple technology stacks
- A chance to control entire test suite, from test case to execution plans
- Autonomy and flexibility
- The chance to develop automated test suites
- Direct access to the development and product teams
What You Will Do:
- Test case design, improvement, execution
- Defect identification and follow-up
- Create automated test script using automation test tool such as Ranorex, PowerShell and Windows system utilities
- Improve, innovate test methodology to increase effectiveness and efficiency of software testing
- Provide clear, concise and precise status
What You Will Need:
- 2+ years software testing experience in software product development
- Bachelor’s Degree in Computer Engineering or similar discipline technical Degree
- Strong knowledge in Windows Operating system, Java VM, database, network environment
- Excellent analytical and problem-solving skill
- Good verbal and written communication skills
- A knack for hunting down the elusive defect
- Experience in test automation script creation, maintenance, and debugging
- Experience with Ranorex automation a strong plus
- Experience with C#, SQL, Java and/or javascript a plus
- Experience with Jira, Jenkins, and/or SVN a plus
Customer Success Manager
Position Overview:
Customer Success is one of our core priorities as a company. The customer success manager will own and drive success for our customers. This role is cross-functional and includes a wide range of responsibilities, from customer on-boarding, product adoption, advocacy, reference-ability, to account renewals and up-sell.
Responsibilities:
- Define and Optimize Customer Lifecycle
- Map customer journey
- Develop listening points in journey (e.g., product usage, satisfaction, etc.)
- Standardize interventions for each point in journey
- Define segmentation of customer base and varying strategies
- Manage Customer Success Activities
- Participate in customer onboarding, training, professional services
- Drive customer advocacy and reference-ability
- Promote renewals, cross-sell / up-sell opportunities
- Measure Effectiveness of Customer Success
- Define operational metrics for measuring customer success, create cadence for review within team
- Expose success metrics to executive team, company and board
- Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Expand our revenue in accounts through cross-sell and up-sell
- Customer Advocate
- Create company-wide customer feedback loop
- Align with Marketing, Product, Sales, and Executive teams to inspire and promote customer success activities
Required Experience/Skills
- Located in the tri-state area, to be able to commute regularly to our NYC office
- 3+ years of experience in a direct customer-facing role
- 5+ years of total professional experience
- SAP industry experience a must have
- Strong technical background, i.e. able to grasp and relay technical concepts, perform product configuration, run product demos, conduct product training workshops, etc. No development experience required
- Ability to manage influence through persuasion, negotiation, and consensus building
- Combined background of post-sale and sales experience
- Strong empathy for customers
- Willingness to travel to customer sites, typically once a month
- Deep understanding of value drivers in recurring revenue business models
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
- Relevant Bachelor’s degree; preference for computer science or related degrees
- BI or analytics experience a strong plus
