Customer Application Engineer at Ivalua

About Ivalua

Founded in 2000, Ivalua is a global leader in cloud-based procurement solutions. We empower hundreds of the world's most admired brands to effectively manage all categories of spend and suppliers, driving profitability, improving ESG performance, reducing risk, and increasing productivity. Our platform revolutionizes supply chain sustainability and resiliency through supplier collaboration.

The Opportunity

Context

The RUN department, with an international scope across EMEA, AMER, and APAC, is experiencing significant growth. We are expanding to ensure the satisfaction of our increasing customer base.

Role

Ivalua is seeking a Customer Application Engineer to join our technical customer support team, reporting to the RUN Manager. You will be responsible for managing customer relationships regarding application maintenance, both operationally and technically. This includes owning enhancements, upgrades, and application performance tuning activities. You will receive comprehensive training and certification on our Buyer application (SaaS Source-to-Pay software package).

What You Will Do With Us

Management of Customer Relations on the Application

• Serve as the dedicated contact for the customer administrator of the Ivalua solution for 1 to 5 accounts.
• Ensure customer satisfaction by providing attentive technical expertise.
• Conduct weekly meetings (request prioritization) and monthly meetings (maintenance reports, improvement plans, new topics) with customers and integrator partners.

Maintenance

• Follow up, qualify, and prioritize customer requests.
• Provide expertise in troubleshooting code and SQL issues.
• Stay updated on trends in new syntax and query optimization.
• Utilize prior knowledge of C# .NET & SQL frameworks to support existing and future Ivalua customers.
• Communicate effectively with customers and team members.

Change Requests

• Analyze customer needs, deviations, and processes in collaboration with project engineers, and produce cost estimates for requests.
• Configure the solution and reduce the need for custom code.

Upgrade Solution

• Prepare for upgrades, including generic and specific code (to be minimized), parameters, and testing.
• Manage customer acceptance and production deployment.
• Provide customer support and follow up on associated anomalies.

Expertise in Solution and Customer Satisfaction

• Receive training on new and advanced products.
• Support partners and customers.
• Provide feedback to R&D on customer needs and projects.
• Participate in customer specification and configuration workshops as needed.

Your Profile

Skills and Experience

• Minimum 4 years of experience in L3/L4 Software Product Technical Support processes.
• Experience as a developer in an object-oriented language (ideally C#) gained through projects, internships, or work-study.
• Mastery of SQL, including writing and optimizing queries.
• Experience in technical support, preferably with customer management.
• Preferred: University degree (BE/BTech or Master's) in Computer Engineering, Computer Science, or a related field, or foreign equivalent. Procurement domain knowledge is a plus.

Soft Skills

• Excellent written and verbal communication skills.
• Comfortable working in a multicultural environment.
• Strong autonomy and effective priority management.
• Desire to develop customer relationship management skills.

What Happens Next

Our Talent team will reach out to schedule an initial screening call if your application matches the position's needs. They will guide you through the interview process, which involves personalized interviews with relevant internal stakeholders. Interviews may be conducted virtually or on-site.

Life at Ivalua

• Hybrid working model (3 days in the office per week).
• Be part of a team dedicated to product innovation, technology, and sustainable growth in a privately held company.
• Benefit from a stable, cash-flow positive company with a decade of strong performance.
• Enjoy snacks and weekly lunches in the office.
• Feel empowered to pursue your goals with enhanced team collaboration and creativity.
• Unlock your professional potential through exceptional training and career development programs.
• Join a dynamic, international team of experts passionate about their work in a diverse and inclusive environment.
• Participate in regular social events, team activities, and outings.
• Ivalua has been recognized by Comparably for various workplace achievements.

Diversity & Inclusion

We embrace diversity and equity, fostering an inclusive workplace where unique backgrounds, skills, and views contribute to helping our customers build more efficient, sustainable, and resilient supply chains. We believe in equal opportunity and diversity as drivers of innovation.

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