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Poppulo is a pioneer in communications and workplace technology, offering an omnichannel platform trusted by over 6,000 organizations. We are seeking an enthusiastic Customer Success Associate to join our team. This role involves overseeing project aspects and support for assigned accounts, interacting directly with customers and internal leaders. The associate will significantly impact customer experience and retention, requiring project management expertise, time management, attention to detail, teamwork, and a desire for excellent customer service.

Software Architect - Backend

<h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Introduction</h1>Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers.And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive.<h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">The Opportunity</h1>We are seeking an enthusiastic, customer success focused professional to work with the Customer Success Team. In this role you will oversee all aspects of projects and support for assigned accounts. This role will be interacting directly with customers, Poppulo executives and leaders of other departments. This role has a significant impact on the customer experience with Poppulo and can affect retention. It will require project management expertise, time management skills and attention to detail, teamwork and desire to deliver excellent customer service.<h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Core Responsibilities</h1>You will be supporting multiple client account portfolios. As such, this position will work closely with a small team and needs to occasionally step into other team roles, which may include tasks related to the functionality and appearance of visual communication solutions, delivering customer training and implementing visual communication networks.<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Develop relationships across the portfolio of accounts to drive value for all customer on their journey</li><li class="leading-relaxed">Continually seek out opportunities to increase customer satisfaction and deepen client relationships.</li><li class="leading-relaxed">Perform proactive issue and risk monitoring for trends and resolution</li><li class="leading-relaxed">Address majority of client issues and resolve problems to client’s satisfaction</li><li class="leading-relaxed">Adopt and use digital technologies to the impact</li><li class="leading-relaxed">Serve as the first line of escalation for support issues</li><li class="leading-relaxed">Assist in defining client standards and process for new projects and product deliveries</li><li class="leading-relaxed">Drive clients toward contract renewals through effective relationship management</li><li class="leading-relaxed">Identify opportunities for improvement, make constructive suggestions for change, and positively contribute to client operations.</li><li class="leading-relaxed">Working closely with the Customer Success Managers (CSM) and/or other members of the Customer Success team to determine and implement needs as required by evolving process strategy and client scope</li><li class="leading-relaxed">Provide weekly detailed status reports where applicable</li><li class="leading-relaxed">Identify sales opportunities for account growth and retention</li><li class="leading-relaxed">Contribute to team building and knowledge sharing opportunities</li></ul><h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">What we’re looking for:</h1><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Strong written and verbal communication skills</li><li class="leading-relaxed">Strong analysis and problem-solving skills</li><li class="leading-relaxed">Ability to learn custom software packages and products quickly</li><li class="leading-relaxed">Demonstrated ability to communicate effectively using both oral and written skills both</li></ul><h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Our ideal candidate will also:</h1><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">5+ years’ experience in Project Management, SW Delivery, Customer Experience/Resource Mgt.</li><li class="leading-relaxed">Bachelor’s degree in related field or equivalent experience</li><li class="leading-relaxed">Experience with Salesforce – creating reports, dashboards, metrics.</li><li class="leading-relaxed">Excellent time management and multi-tasking skills</li><li class="leading-relaxed">Great attention to detail and excellent decision-making and problem-solving skills</li><li class="leading-relaxed">Ability to work independently and as part of a team</li><li class="leading-relaxed">Ability to manage and prioritize multiple competing priorities</li></ul>Willing to work in shifts<h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Who We Are</h1>We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.We live the Poppulo values each day, as they are key to everything we do.<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Bring Your Best Self</li></ul>We show up authentically, are self-aware and always strive to be better.<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">See it. Own it. Solve it.</li></ul>We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Together We’re Better</li></ul>We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.Poppulo is an equal opportunity employer.We are committed to protecting your privacy. For details on how we collect, use, and protect your personal information, please refer to our <a href="https://download.poppulo.com/hubfs/Legal/V.8.19.2024%20Poppulo%20-%20Job%20Applicant%20Privacy%20Policy.pdf" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Job Applicant Privacy Policy._</a><h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Create a Job Alert</h1>Interested in building your career at Poppulo? Get future opportunities sent straight to your email.<a href="https://my.greenhouse.io/users/signin?jobboard=poppulo&source=jobalertpost" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Create alert</a><h1 class="text-3xl md:text-4xl font-extrabold mt-6 mb-4 text-gray-900 tracking-tight">Apply for this job</h1><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">indicates a required field</li></ul>Autofill with MyGreenhouseFirst Name*Last Name*Email*PhoneCountry*Phone*Location (City)*Locate meResume/CV*AttachAttachDropboxGoogle DriveEnter manuallyEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfCover LetterAttachAttachDropboxGoogle DriveEnter manuallyEnter manuallyAccepted file types: pdf, doc, docx, txt, rtf<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">* *</li></ul>LinkedIn Profile*Experience Level in Customer Success /similar role?*Select...Do you have experience working in a SAAS/Software industry?*Select...Do you have experience managing customer accounts, including renewal or upsell conversations?*Select...Are you based in Bangalore*Select...Please specify your notice period or the earliest date you could start, if selected for this role?*Select...What are your salary expectations?*Do you consent to Poppulo sharing your personal data with other Vista portfolio companies for the purpose of being considered for other job opportunities in the pooling system, both inside and outside the EEA?Select...Submit application

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">What will you be doing at Miniclip?</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Work closely with Data teams to design, build, and maintain UA performance dashboards in Looker.</li><li class="leading-relaxed">Support UA Managers, by providing fast and accurate solutions to their data requests, including troubleshooting and fulfilling ad-hoc analytical queries.</li><li class="leading-relaxed">Utilize SQL for complex data extraction and manipulation, and R (or Python) for statistical modeling and automating recurring analytical tasks.</li><li class="leading-relaxed">Execute detailed, in-depth analyses to understand the root causes of performance changes, analyzing the impact of creative changes, and market trends across various mobile ad platforms.</li><li class="leading-relaxed">Design and execute the end-to-end analysis of geo-experimentation to rigorously measure the incrementality of our User Acquisition channels.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">What are we looking for?</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Advanced proficiency in SQL, alongside experience with R or Python.</li><li class="leading-relaxed">Experience using Data Visualization Tools such as Looker.</li><li class="leading-relaxed">Ability to clearly and concisely explain key findings and give data-driven recommendations to technical and non-technical stakeholders.</li><li class="leading-relaxed">Experience with experimental design and the ability to set up and analyze complex tests (e.g., A/B tests, geo-experiments) to derive statistically sound conclusions.</li><li class="leading-relaxed">A Bachelor's degree in a quantitative field (e.g., Mathematics, Statistics, Engineering) or equivalent practical experience.</li><li class="leading-relaxed">Knowledge of performance marketing within mobile gaming or apps (not mandatory).</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About Miniclip</h2>Operating in 12 countries, Miniclip develops and launches games in multiple categories across its 20 studios.Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally.To date, Miniclip’s studios and companies have generated more than 10 billion downloads, including the following games: 8 Ball Pool™, Subway Surfers™, Golf Battle™, Football Strike™, Carrom Pool™, OSM - Online Soccer Manager™, Football Rivals ™, Pure Sniper ™, Puzzle Page™, Head Ball 2™, Motorsport Manager™, Darts of Fury™, Ultimate Golf™, Mini Football ™, Triple Match 3D ™, Agar.io™, and PowerWash Simulator ™.

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