Kimble Applications is a global leader in professional services automation (PSA) software. We help consulting businesses and other professional services organizations scale faster and succeed. Our application helps those companies sell, resource and deliver projects better using a modern SaaS application built on the Salesforce platform. Kimble is the only leading vendor that focuses exclusively on PSA so we’re able to put all of our energy into innovation, ease of use and adoption around our customers’ key service processes. Built to work seamlessly with CRM, Kimble PSA drives a forward-looking focus and faster decision making with intelligent insights and guidance.
Kimble continues to grow fast – 400% over the last three years – following a significant investment from top growth equity firm Accel-KKR in 2018. We have been recognized, based on user reviews, as the clear leader of the?G2 Momentum Grid for PSA for the last two seasons.
Our culture is fun and purposeful. We are open to new ideas and challenges; we’re supportive and honest, and we’re passionate about growth – for our people, our customers and our company.
You will join a team responsible for providing support to our client Kimble installations on the Salesforce Platform (PaaS) working with Kimble Support, Professional Services and our Customer Success Managers.
The Support Services team’s focus is troubleshooting, review, and analysis of customer-reported issues. Support’s objective is to understand the customer’s configuration setup and provide context and explanation for the observed behavior and position the customer to be a more savvy user of their delivered solution as well as have a clear view of their options and paths for further evolution of their setup. Should we encounter system functional issues, Support advocates for the customer in highlighting, pursuing, and communicating the solution path with internal teams to resolve the customer experience.
Troubleshooting/investigation of customer-reported issues and questions
Communication and analysis of relevant concepts, configuration setups, and product information
Positioning and accommodation of relevant Kimble capabilities and services
Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues
Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales – to recognize and identify action opportunities and optimize collaboration to enhance customer experience
Time-specific shift attendance and resource schedule compliance for coverage purposes. Occasional shifted and off-hours tasks may be required
Ability to be successful in self-management and discipline towards attendance, communication quality, and team participation
Voice and video meetings with customers and colleagues
Familiar knowledge of software development lifecycle – from roadmap to development to QA to deployment
Experience with relational database structures (SQL, SOQL, etc), techniques and considerations for traversing related data tables/objects
Sound communication skills including business writing and excellent spoken and written English
Ability to articulate technical concepts into concise and understandable explanations for a less technical reader
Demonstrable skill in analysis or technical problem solving
Self-management, ability to maintain productivity and quality without constant direct supervision
Hold or be studying a computer science or software engineering related degree or comparable and demonstrable knowledge of key concepts
Specific knowledge of Salesforce, Apex, and the master-detail object model are a significant plus, though not required
Kimble is an equal opportunities employer.
Currently all of our employees are working remotely due to COVID-19.