Customer Success Manager

SERVICES (Shaw Centre, Singapore)

If you thrive on people interactions, surprising customers with how well you can serve them, love travel, enjoy working in a fast paced, fun, flexible working environment, and can achieve goals with minimum supervision but maximum guidance, then Newforma is the company you want to be with.

Reporting to the APAC Regional Director, the Customer Success Manager’s primary function is to ensure we continue to exceed our customers’ expectations in Solution and Service delivery. The CSM role is a hybrid Technical and Sales role where you will need to analyse existing customers’ needs, determine how best to assist them then deliver on that. You will be responsible for a list of specific customers within the South East Asia region but may need to cover Australia, New Zealand and other APAC countries on occasion. The role also includes some pre-Sales activities working with our Sales function.

Your background in the AEC space will help you determine workflow, technical and training requirements of customers, helping them to deliver projects more profitably and with reduced risk. You will determine when to deliver the services yourself and when to utilise others. Technical support issues are either dealt with directly or escalated through our Support teams, though you may be required to cover for our support team on occasion.

The CSM will be familiar with standard troubleshooting concepts, practices, and procedures and relies on experience and judgment to plan and accomplish goals. This role is also responsible for managing customer renewals and add-on sales as well as updating individual contact and account information in the Salesforce CRM system as well as contributing to and maintaining content in Knowledgebase Articles from solutions to cases.

This position will require considerable travel at times to support our customer base, but you will also find that Newforma supports flexible working hours and conditions and is a fun, family supportive place to be. You can work from customers’ offices, cafes, airport lounges, the beach and even from our office!

Essential Duties and Responsibilities:

• Ensure that our customers continue to want to renew their Newforma subscription each year (we have a world leading renewal level that is the envy of most software companies) by continuing to deliver a world class service that meets or exceeds customer expectations.
• Use your industry experience to deliver relevant product demonstrations, knowledge transfer, training and consulting.
• Work to onboard new customers by conducting needs analysis during the pre-sales phase, then ensuring we address those needs.
• Plan and deliver user training to customers.
• Work with existing customers to help them gain even more value from Newforma solutions.
• Prepare renewal agreements including add-on product and services orders.
• Attend conferences, exhibitions and user groups. Speak and present at these events if needed.
• Be a thought leader on how technology can help deliver better, more profitable projects for all stakeholders.
• Back-fill for the Product Support team as needed.
• Schedule and conduct remote online sessions with customers to resolve in-depth technical and process issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
• Interaction with Sales Managers, Regional Director and others to provide feedback and insight on customers that are being managed.
• Conduct customer and prospect needs analysis then present and deliver solutions
• Ongoing education general research to help with future resolution of customer issues
• Evaluate ways to improve our Service and Support delivery
• Be aware and help provide support in a multi-region environment.
• Periods of extensive travel  may be required.
• Be conscious of the differing cultural requirements of the APAC territory.

Qualifications:

• Ability to multitask in a fast paced environment
• Ability to understand and diagnose software product and customer issues
• Ability to absorb and retain information quickly
• Highly self-motivated and directed with a high level of attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment
• A capable self-starter who is able to deliver on goals unsupervised.
• Exceptional customer service orientation
• Excellent written and oral communication skills
• Ability to communicate clearly, courteously, and professionally to non-technical individuals

Education and Experience:

• 3-5 years in a Technical Account Management or Customer Service role
• AEC Industry background or Newforma experience highly preferred
• Experience needs analysis, product demonstration, training and customer support.
• Knowledge of Windows Servers, Windows Web servers and Desktop Operating systems
• Knowledge of Cloud infrastructure and technologies (such as Amazon AWS, Microsoft Azure Active Directory etc) would be helpful
• Experience working in a team-oriented, collaborative environment
• Proven analytical and problem solving abilities
• Experience supporting MySQL or other databases highly desirable, but not required
• A degree in Architecture, Engineering (Building and Construction related) and/or equivalent experience
• A firm understanding of BIM workflows and technologies
• Basic working knowledge of LAN networking and distributed (client/server) computing environments.
• Basic understanding of Microsoft Outlook and Exchange systems and other email servers would be beneficial
• Active Directory and network security knowledge
• Excellent written and verbal Communication Skills
• Preference for candidate to be able to speak, read and write Mandarin at business/technical levels.

IT Specialist

IT (Manchester, NH)

Overview:                           

Newforma, a leading provider of software for architecture, engineering and construction firms worldwide, based in Manchester, NH is looking for an enthusiastic and detail oriented individual to join our IT Department.  The IT Specialist will assist with end user support requests and a variety of ongoing IT projects.  We are looking for a candidate with fundamental PC and networking experience, who is willing to join a fast-paced work environment and be a contributing member of the IT Department.

This is a Temporary Part-Time position through September with the potential to be hired on Full-Time.

Responsibilities:

Exposure to a wide range of entry level IT tasks including, but not limited to:

• Software installations
• Laptop/Desktop builds and repairs
• Desktop, Laptop, Tablet deployments (Windows and Mac)
• Service end user support requests
• Demonstrated high performance will result in the potential to learn and assist in:  Office 365 administration, including Active Directory; VM administration, and more

Requirements: 

• Desire to learn new and exciting technology
• Excellent interpersonal verbal & written communication skills
• Logical troubleshooting ability and analytical skills
• Demonstrated track record of success in academic and work history as well as a high sense of ownership and accountability
• Knowledge of Windows 8 or 10 operating systems (preferably some experience installing, updating, or troubleshooting)
• Experience with MS Office products and Office 365

Who We Are:

Newforma’s intuitive project information management (PIM) technology promotes collaboration between individuals, project teams and across the enterprise in the AECO industry.  By building a more connected project environment, Newforma optimizes the processes by which critical information is captured, shared and managed, and delivers a more intelligent and profoundly productive experience for architects, designers, builders, owners, and the full construction team. 

Equal Opportunity Employer:

Qualified applicants will receive consideration without regarding to age, race, color, religion, sex, sexual orientation, disability, or national origin. Must be eligible to work the United Stated and pass a background check.

Quality Engineering Lead

ENGINEERING (Manchester, NH)

Overview:                           

The Quality Engineering Lead is part of the Newforma team responsible for providing support for quality practices for our Agile teams, and mentoring the Quality Engineers.   You will also have time in your day performing both manual and automated testing on our applications, including our mobile, Cloud and enterprise product suites. You will work closely within the Quality Engineering Group and Agile Teams to test enhancements to existing products, new products, and to resolve associated technical issues. As a lead, you will be an integral part of the Quality Engineering Group, contributing to planning, mentoring and group knowledge.  

Responsibilities:

• Guide, support and mentor QA Engineers. Lead and participate in Quality Engineering meetings, stand-ups and retrospectives. Work closely with the Product Owners and Teams to ensure quality is built into the product early and is testable. Test application through backend functions as well as through the UI. Help to qualify new features by testing on supported platforms and configurations. Implement, execute and troubleshoot automated tests during the sprint cycles. Verify builds with acceptance tests, track bugs, story analysis, and participate in development meetings. Design and execute test approach to support the agile work for software applications.

Requirements: 

• • Computer Science degree or relevant work experience.
  • Strong Quality Engineering background.
  • 2-5 years’ experience leading small teams of quality engineers.
  • Must have experience working within an Agile methodology.
  • Thorough knowledge of methodologies of quality assurance and standards.
  • Must have strong problem-solving skills, thorough in completion of tests and detail oriented.
  • Experience with testing tools such as Protractor, Xcode (iOS), Espresso (Android), TestComplete, Selenium, etc.
  • Experience in database technology such as SQL, non-relational (DynamoDb, Cassandra, etc.).

Preferred but not required:

• • Performance Testing experience and the tools experience to go along with it, LoadComplete, JMeter, LoadRunner, etc.
  • Using Software engineering tools such as source control, continuous integration environments, coverage analysis.
  • Experience with Cloud services like AWS.
  • Experience with mobile testing, iOS or Android.

Who We Are:

Newforma’s intuitive project information management (PIM) technology promotes collaboration between individuals, project teams and across the enterprise in the AECO industry.  By building a more connected project environment, Newforma optimizes the processes by which critical information is captured, shared and managed, and delivers a more intelligent and profoundly productive experience for architects, designers, builders, owners, and the full construction team. 

Equal Opportunity Employer:

Qualified applicants will receive consideration without regarding to age, race, color, religion, sex, sexual orientation, disability, or national origin. Must be eligible to work the United Stated and pass a background check.

Tier 2 Product Support Specialist

SUPPORT (London, UK)

The Tier 2 Product Support Specialist identifies, troubleshoots and resolves product and technical issues for all Newforma software products including on-premise enterprise, hosted solutions (Cloud) and mobile applications. This role analyzes the issue to determine if it is functioning "as designed" or appears to be a product defect, seeks to identify workarounds when standard procedures have failed, and escalates cases to Tier 3 as necessary under specified criteria, constantly seeking to ensure customers are informed of progress and issues are resolved in a timely fashion. This may involve swarming techniques that engage other team members and managers for assistance as necessary. 

The Tier 2 Specialist is familiar with standard troubleshooting concepts, practices, and procedures and relies on experience and judgment to plan and accomplish goals. This role is also responsible for updating individual contact and account information in the Salesforce CRM system as well as contributing to and maintaining content in Knowledgebase Articles from solutions to cases.

This position will require some off hour activity to support the customer base during off business hours. This requirement should be less than 10 %. Also some travel maybe required again less than 10 %.

Essential Duties and Responsibilities:

• Ability to manage Incoming cases via email, phone and CHAT.
• Monitor the inbound case queue using the Salesforce Service Cloud platform
• Back-fill for Tier 1 as needed
• Interact with Tier 1 for warm transfer process
• Determine if customer issue is already addressed with existing Knowledgebase article, Help topic, video tutorial, etc. 
• Schedule and conduct GoToMeeting sessions with customers to resolve in-depth technical issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
• Interact within the Tier 2 group as needed for swarming process for new or unknown situations
• Locate, review and analyze submitted crash reports
• Attempt to duplicate suspected defects in VM lab environment
• Determine if existing issue relates to known defect currently being tracked in the JIRA database
• Monitor aging cases and escalate as necessary based on predefined rules
• Interact with Tier 3 for warm transfer process with a fully documented case including all background information gathered during customer interactions
• Interaction with Account Managers/Sales to provide feedback and insight on cases that are being managed
• Interact with Tiers 2 and 3 and QA, Product Management, etc., as needed to gain further knowledge around issues that are being managed
• Ongoing interaction and training within the support Virtual Machine environment
• Ongoing education general research to help with future resolution of customer issues
• Part of rotation for off hours and weekend coverage
• Evaluate ways to improve and prevent future issues
• Create content and document Knowledgebase articles
• Review Knowledgebase articles for technical accuracy based on case issues
• Be aware and help provide support in a multi-region environment.

Qualifications:

• Ability to multitask in a fast paced environment
• Ability to understand and diagnose software product and support issues
• Ability to absorb and retain information quickly
• Highly self-motivated and directed with a high level of attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment
• Exceptional customer service orientation
• Excellent written and oral communication skills
• Ability to communicate clearly, courteously, and professionally to non-technical individuals

Education and Experience:

• 3-5 years Help Desk and/or Customer Service experience
• Experience with CRM Case Management platforms such as Salesforce Service Cloud
• Experience troubleshooting Windows Servers, Windows Web servers and Desktop Operating systems
• Knowledge of Microsoft Azure Active Directory helpful
• Experience working in a team-oriented, collaborative environment
• Mobile application troubleshooting skills
• Proven analytical and problem solving abilities
• Amazon Web Services experience helpful
• Experience supporting MySQL or other databases highly desirable, but not required
• CS degree and/or equivalent experience
• Basic working knowledge of LAN networking and distributed (client/server) computing environments.
• Firewall, Router, VPN, WAN, and Anti-virus configuration and support experience
• Experience in Microsoft Outlook and Exchange system administration
• Active Directory and network security knowledge
• MSCE certification preferred
• Excellent written and verbal Communication Skills

Prior AEC Industry background or Newforma experience preferred but not required

Web/Cloud Services Developer (Front End/Back End)

ENGINEERING (Montreal, QC)

Web/Cloud Services Developer (Front End/Back End)

Newforma, a leading provider of software for design and construction firms worldwide, is growing!  Creating software that makes a difference in the AEC industry is what drives our company.  We are implementing a serverless architecture within AWS using such cutting-edge technologies as iOS, Android, Angular, NodeJS, API Gateway and Aurora databases.   We have multiple positions open for talented software developers.  If you have the drive, confidence, thirst for knowledge, desire to be challenged and technical expertise required, we’d like to see your resume.

Responsibilities:

·         Work with modern front-end and/or back-end web services languages and technologies and in a multi-tenant, globally deployed cloud services environment

·         Examples:  Swift, Java / Android, Angular, HTML5, NodeJS, AWS, serverless architectures, and Aurora databases. 

·         Experience in an API-driven ecosystem, with a background in RESTful API development and OAuth 2.0

·         Design, code, install, test, debug, and document software solutions using appropriate processes, tools, frameworks, libraries, patterns, best practices and standards.

·         Optimize software for speed and compatibility; add features that contribute to the product with a focus on quality.

·         Ensure code and features are developed to meet requirements and standards.

·         Work in an agile environment as a member of a full-stack scrum team.

·         Willingness to work outside of normal business hours, as necessary, to accommodate system implementations, maintenance, and responses to outages.

·         Participate and contribute to our Scrum development environment by participating in Scrum meetings.

Qualifications:

·         BS in Computer Science, or similar engineering program.

·         Passion for building great software applications and continuous improvement.

·         Strong problem solving skills.

·         Experience with Scrum and Agile lifecycle development (a plus).

·         Good written and oral communication skills in English.

·         Experience with Amazon Web Services infrastructure, and Open Source technology deployment in a cloud services context.

·         Optional: Mobile application development.