Customer Advocate Associate

Ordway Labs

Washington, DC, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 12/26/2020
  • Website: ordwaylabs.com
  • Company Address: , Washington, DC

About Ordway Labs

Ordway is a high-growth SaaS company based in Washington DC. We are on a mission to build the world’s most effective billing and finance platform. Used by companies across multiple industries, Ordway eliminates back-office inefficiencies, identifies revenue trends, and simplifies finance and operations tasks so personnel can focus on strategic growth activities.

Job Description

Ordway is on a mission to build the world’s most effective billing and finance platform. Used by companies across multiple industries, Ordway eliminates back-office inefficiencies, identifies revenue trends, and simplifies finance and operations tasks so personnel can focus where they need to, on strategic growth activities. The company is founded by executives from Intacct, Workday, Zuora and First Data and is backed by some of the world’s leading investors..

To meet our mission and empower companies to take back control over their billing and finance processes, we are looking to grow our team. At Ordway, we believe our people and culture are the backbone of what we do. If you are a high-energy, goal-oriented individual, we want to talk to you.

About the Role: The Customer Advocate Associate will be a key cross functional member of both the Customer Support and Professional Services teams, responsible for successful resolution of support tickets from current customer users, and supporting the delivery of successful implementations of our Product to customers, all while elevating both customer experience and satisfaction, and improving our tools and product.

Who you are

  • A self-starter. You like to understand the expected outcome, get the context, and then work entrepreneurially to get it done.
  • A life-long learner committed to your own growth and development.
  • Accustomed to being a creative problem solver in order to meet multiple project deliverables with tight deadlines and drive business value.
  • Technically savvy with software coding skills, including but not limited to Java, Javascript, Python, HTML, REST, SQL
  • Strong organizational skills, attention to detail and technical judgment.

What will make you successful

  • Problem-solving capabilities, being comfortable with challenging assumptions and bringing a fresh perspective on a wide variety of business problems. 
  • Excellent customer service skills, focused on providing an outstanding customer experience.
  • Own and resolve customer business challenges and problems as if they are your own.
  • Not being afraid to seek out help when appropriate from team and management.
  • Ability to collaborate on several, concurrent projects, which could include coding and design, importing customer data, providing customer training, responding to support tickets, and documenting solutions.

 Your Core Responsibilities

  • Work with your Project Lead and other team members to ensure a proper implementation solution and that completion dates are met.
  • Provide the client with the expertise on the Ordway API, integration technical best practices, data export and load, including guidance and support for data migration activities.
  • Be an expert with configuring Ordway to fulfill customer use cases.
  • Design, develop, and build custom code deliverables to satisfy customer requirements, drive successful adoption, and enable go-live of Ordway product 
  • Provide outstanding service to Ordway customers globally (10/10).
  • Take ownership and follow through on client support tickets until resolution.
  • Work closely with engineering and product management teams to advocate for the customer and identify / drive improvements to product functionality.

Job Requirements

  • BS or MS in Computer Science, Computer Engineering, Electronic Engineering, Information Technology, Engineering, or related. We will also consider relevant technical experience.
  • Experience designing and architecting a software application or integration using Java, Javascript, Python, Ruby, SQL, REST API, preferred.
  • Strong communication skills, including the ability to adjust to the technical level of the audience and explain complex ideas clearly and concisely.
  • Minor or certificate in Accounting, or Business Management, preferred.
  • 1-3 years of post-baccalaureate, progressive experience in an Enterprise Application Support Engineer position, Computer Systems Analyst position, Software Engineer position, Implementation Specialist, or in a closely related occupation, a plus.
  • Experience in Quote-to-Cash, Payments platforms (Stripe, Authorize.net, PayPal), Accounting software (QuickBooks, Netsuite, FinancialForce, Intacct), or CRM (Salesforce.com, Hubspot) candidates, a plus.
  • Previous consulting experience implementing software solutions, a plus.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.