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YOUR OPPORTUNITY
We are excited to welcome a Technical Application Specialist to join our dedicated global Technical Success team. You’ll hit the ground running as an expert of InMoment products and help build Customer Experience solutions using our software. In short, you are the wizard behind our platform! A modern and effective solution requires data, technology, and human expertise used in combination to achieve business outcomes. You are the human expert to our tech.
In this role, you can have an immediate impact in a high-growth environment. With the projects and initiatives ahead, the role demands a smart, hardworking, and passionate individual to hop on board. You will be working closely with the Customer Success team and our customers to deliver high-quality solutions and carry on a tradition of customer experience excellence.
We value our employees and encourage each person to contribute their ideas for improvement in both daily procedures and long-term goals. This is an intermediate technical position with the opportunity to advance your career in a complex tech environment in the booming CX space. Although we have offices located in many parts of the world, this role can be completed from the comfort of your home in a remote setting.
WHO WE ARE
At InMoment, we have a saying: #OwnTheMomentsThatMatter. And we live it! As a team, we recognize that every moment offers a new opportunity to make an impact and leave our mark. We take deliberate action to make the lives of our families, teammates, clients, and community better within every interaction.
We are dedicated to our game-changing mission of Experience Improvement (XI), helping our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. We consistently challenge the status quo in the customer experience (CX), employee experience (EX), market research (MX), and product experience (PX) industries with our hyper-modern technology platform, decades of domain authority, and global teams of experts. And we have more innovation in store!
Are you ready to #OwnTheMomentsThatMatter with us?
WHO YOU ARE
You live and breathe customer service and demonstrate a customer-first attitude at all times
Communicates, if not over-communicates, effectively and effortlessly with internal and external customers
Exceptional interpersonal and decision-making skills
Understands deadlines and goals and can operate with a sense of urgency without sacrificing quality
Exhibits a high level of personal accountability, strong work ethic, integrity, and proven organizational skills with attention to detail
Loves working in a super collaborative, high-tech, fast-paced environment and doesn’t mind getting their hands dirty – working shoulder to shoulder across teams to help InMoment’s growth trajectory
Technology driven with savvy technical skills
Proficient with Google Suite (Gmail, sheets, slides, forms etc)
Quickly develop company-specific expertise and remain abreast of market changes, customer trends, and competitors’ best practices
Inspirational team player, colleague, and culture champion within InMoment
A collaborative facilitator who develops relationships and loyalty with his/her colleagues at all levels of the company
WHAT YOU’LL DO
Build customer experience surveys and customized client reporting solutions using the InMoment proprietary application.
Work closely with internal team members to implement and QA the InMoment application for clients.
Create and maintain client program timelines.
Troubleshoot problems.
Interpret customer experience data.
Provide support to client analysis, presentations and strategic plans.
Work with clients, both internal and external on survey and report design to deliver optimal operational improvement solutions.
Provide post-implementation support on clients of various tiers.
Configure/implement as per specifications provided by Clients.
Advise clients, both internal and external on technical challenges
IDEAL EXPERIENCE
2-3 years of experience in technical implementations, solution design, client success, technical project management would be awesome (and also required)!
Bachelor’s degree, preferably with a technical emphasis
Experience with HTML/CSS, JavaScript desired
Well versed in MS Excel/Google Sheets, VBA, intermediate to advanced level highly preferred
Ability to quickly foster credibility with a technical audience
Proven ability to listen and understand customer needs with an empathetic ear
Independent thinker, creative problem solver, an exceptional eye for detail
Strong ability to learn new technology and ramp-up quickly
Implement technical solutions, e.g. configure surveys, dashboards, reports, etc. using InMoment software solutions
Manage ongoing program and system administrative tasks
Conduct quality reviews for deliverables
Maintain/update project & solution documentation
As a subject matter expert, share and document best practices for technical CX solutions
Work directly with clients to troubleshoot and resolve technical/system-related issues and questions
Ability to work in a high-energy technical team environment as a team player
Positive and energetic vibes, excellent listening skills and strong writing skills
Tech savvy, this is a tech company after all!
WHAT YOU’LL GAIN
Autonomy – We trust our employees and offer an extremely flexible work
schedule
Vacation and Personal Days – We encourage all employees to recharge!
Top up employer assistance Maternity Leave Program
Continuous learning and development opportunities
Private Medical Plan with dental insurance
Life Insurance
Employer-paid Short Term Disability and Life Insurance
401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance
Access to wellbeing initiatives and offerings such as our Employee Assistance
A program that includes counseling sessions, phone and online support on matters such as Family, Health, Money, and Work for you and your family members.
Fun, innovative, collaborative, supportive working environment
Regular performance reviews and bonus incentives
Inclusion and Diversity teams – Women of InMoment and InMovement
Employee recognition platform points can be used with retailers such as
Amazon, and use points for hotels, tickets, gift cards, and charitable
donations
Employee recruitment referral program with generous payouts!
Support from the leadership team to deliver the best solution and service possible
An opportunity to truly ‘Leave your Mark’ in a global organization. Come join our team!
KEY RELATIONSHIPS
Reports to Team Lead, Technical Success
At InMoment, inclusion and diversity is at the core of who we are. InMoment prides itself on an inclusive culture that promotes, encourages and supports the diverse voices of our employees and clients. We strive to create workplaces that reflect the communities we serve and believe that different perspectives, interests and backgrounds foster a stronger and more creative work environment.
We thank all those who apply, however, only candidates selected for an interview will be contacted.
**Please no phone calls and no agencies/recruiters – this is a direct hire**
