DevOps Engineer – Level II

We are looking for an Infrastructure / DevOps engineer, who will play a central role managing a mission-critical SaaS infrastructure in the AWS cloud.  Our ideal candidate has a passion for infrastructure automation, “Infrastructure as a Service” design, and is committed to continuous improvement, solving problems as part of a diverse team that includes engineers, QA testers, a release manager, product managers, designers and client stakeholders.  He or she is meticulous about user facing infrastructure work, and has a service oriented ethic focused on meeting the needs of both developers and customers. Responsibilities include building and integrating tools enabling automated software development pipeline, automated software deploys, database backups and restores, software updates, and driving our infrastructure and service delivery platform forward.   

What You’ll Do (Responsibilities):

• Creating and integrating tools to improve automation, monitoring and troubleshooting in the Amazon cloud and Amazon GovCloud
• Configuring and managing a variety of internally developed and third-party applications and services, across multiple environments
• Familiarity with infrastructure-as-code with tools such as Ambassador, Kubernetes, Terraform, CloudFormation and Ansible
• Maintain and enhance containerization, CI and deployment with GitHub, Gitlab, Jenkins
• Enhancing system reliability, stability, performance and security through advanced disaster recovery processes, horizontal scaling and caching
• Monitoring, troubleshooting and resolving issues for application, database, Elastic Search, Kafka, RDS, Redis, Data Warehouse, AWS EMR, AWS Lambda, PostgreSQL, and background job servers.
• Participating in 24/7 on-call rotation
• Contributing to decision making to address issues that affect application uptime, security, performance or deployment schedules
• Supporting data integrity processes on testing and production environments

What You Have (Skills and Experience):

• 3+ years of experience as an Infrastructure engineer supporting a multi-tier web application in production
• Deep knowledge of AWS cloud architecture and services 
• Experience with at least one infrastructure-as-code DSL
• Solid understanding and experience with software application builds and deployments
• Excellent communication skills and interpersonal skills
• Linux system admin experience 
• Experience with PostgreSQL (design, configuration, replication, backups, migrations and upgrades)
• Strong scripting skills (Ansible, Ruby, Bash, Python)
• Operational experience with Elastic Stack (Elastic Search, Logstash, Kibana)
• Knowledge of the IP protocol suite and associated troubleshooting, especially cloud networking and security group management
• Familiar with application monitoring and insight tools, such as DataDog, New Relic and RollBar
• Experience working in a zero-downtime environment
• Advanced knowledge of the following highly preferred: software development lifecycle, agile methodologies, Git, Ruby on Rails, Pivotal Tracker
• Passionate and motivated about DevOps work, enhancing system reliability and optimizing operational processes

DevOps Engineer – Level III

We are looking for an Infrastructure / DevOps engineer, who will play a central role managing a mission-critical SaaS infrastructure in the AWS cloud.  Our ideal candidate has a passion for infrastructure automation, “Infrastructure as a Service” design, and is committed to continuous improvement, solving problems as part of a diverse team that includes engineers, QA testers, a release manager, product managers, designers and client stakeholders.  He or she is meticulous about user facing infrastructure work, and has a service oriented ethic focused on meeting the needs of both developers and customers. Responsibilities include building and integrating tools enabling automated software development pipeline, automated software deploys, database backups and restores, software updates, and driving our infrastructure and service delivery platform forward.   

What You’ll Do (Responsibilities):

• Creating and integrating tools to improve automation, monitoring and troubleshooting in the Amazon cloud and Amazon GovCloud
• Configuring and managing a variety of internally developed and third-party applications and services, across multiple environments
• Familiarity with infrastructure-as-code with tools such as Ambassador, Kubernetes, Terraform and Ansible
• Maintain and enhance containerization, CI and deployment with GitHub, Gitlab, Jenkins
• Enhancing system reliability, stability, performance and security through advanced disaster recovery processes, horizontal scaling and caching
• Monitoring, troubleshooting and resolving issues for application, database, Elastic Search, Kafka, RDS, Redis, Data Warehouse, AWS EMR, AWS Lambda, PostgreSQL, and background job servers.
• Participating in 24/7 on-call rotation
• Contributing to decision making to address issues that affect application uptime, security, performance or deployment schedules
• Supporting data integrity processes on testing and production environments

What You Have (Skills and Experience):

• 6+ years of experience as an Infrastructure engineer supporting a multi-tier web application in production
• Deep knowledge of AWS cloud architecture and services 
• Designed and implemented at least one IaaS environment for micro services architecture for development, QA, UAT and Production
• Maintained 99.99% SaaS solution availability or better for at least 12 months
• Experience with at least one infrastructure-as-code DSL
• Solid understanding and experience with software application builds and deployments
• Excellent communication skills and interpersonal skills
• Linux system admin experience 
• Experience with PostgreSQL (design, configuration, replication, backups, migrations and upgrades)
• Strong scripting skills (Ansible, Bash, Python)
• Operational experience with Elastic Stack (Elastic Search, Logstash, Kibana)
• Knowledge of the IP protocol suite and associated troubleshooting, especially cloud networking and security group management
• Experience working in a zero-downtime environment
• Advanced knowledge of the following highly preferred: software development lifecycle, agile methodologies, Git, Pivotal Tracker
• Passionate and motivated about DevOps work, enhancing system reliability and optimizing operational processes

We are looking for a frontend engineer who will define the User Experience implementation standards while leading a multi-national high-performance GraphQL, React and React Native team. Our ideal candidate has deep experience defining, building, testing, delivering enterprise software, and mentoring junior resources. The candidate is a clever problem solver, with a profound understanding of web technology, architecture and process and who is able to find consensus around workable solutions.

The candidate will have a leadership role on an Agile development team and ownership of Casebook Platform client-side codebase. Casebook Platform caters to all human services. The ideal candidate needs to have an engineering mindset, an exceptional appetite for cutting edge technological advances, and enthusiastic about continuous learning. Casebook Platform follows cloud native architecture and software design patterns with state of the art Continuous Integration and Continuous Deployment modeling. Additionally, the candidate will collaborate with design and product teams which includes client-facing delivery and implementation of the Casebook Platform for small non-profit organizations to large scale state and local government projects.

What you’ll do (Responsibilities):

• Provide technical leadership on frontend design, integration, implementation of enterprise SaaS human services system
• Flexible design architectural approach to deliver configurability along with the data creation, integrations, workflows, notifications, and data persistence
• Understand and synthesize platform development recommendations based on business objectives, product roadmap, solution architecture, and technical considerations while advancing award-winning user experience.
• Contribute to the development of Casebook platform functionality and extensibility by using state-of-the-art frameworks, libraries, and tools
• Specify and troubleshoot API integrations in an ecosystem of multiple systems
• Work closely with client stakeholders, partners, product managers, creative designers, platform architect, and other software engineers
• Constantly learn and use leading-edge technologies
• Implement a system that will address the needs of vulnerable populations

What You Have (Skills and Experience):

• You have at least 5+ years of experience in web development
• You have at least 2+ years experience in React
• You have at least 2+ years experience in GraphQL (server and client-side)
• You have one year of experience in Cypress end-to-end integration test development
• Experience working with TypeScript is a plus
• Experience working with UI component frameworks (Material-UI preferred)
• Master of web technologies, including HTML5, ES6, CSS3, JavaScript, Webpack, JSON
• Extensive knowledge of JS quality and unit testing tools like Jest
• Experience and deep understanding of responsive web design, fluid layouts and positioning, browser behavior and compatibility, cross-browser issues and solutions
• Experience building multi-tier web application
• Functional understanding of OpenAPI standards to deliver all phases of RestFUL web services
• Strong analytical and technical skills to identify critical issues, escalate them and drive them to resolution
• Experience in an agile software development project
• Experience using a software version control system (e.g., Git) in a project with multiple developers committing to a shared repository
• Familiarity with an automated build and deploy pipeline
• Bachelor’s degree in Computer Science or related field (or equivalent work experience)

Help us build something that matters

We help people who are at risk. We help the people who are trying to help those people. We accomplish this through multi-channel, modern UI design, reusable components and modules and user-centered products making up our platform, Casebook. Our long-term objective is to continue developing, selling, and implementing innovative technology for the public sector (State & Local government) and private sector human services – from child welfare to juvenile justice, adult services, mental health, and so on.

We are looking for a software/systems engineer, who will serve in a client-facing role for the implementation of a large IT integration project.  Our ideal candidate has deep experience building enterprise software, and is committed to standing up a shippable product as part of a diverse and high-performing team that includes client stakeholders, other software engineers, designers, QA testers, release managers, product managers, and infrastructure engineers.   The candidate is a born problem solver, with a solid understanding of web technology, architecture, and process who is able to drive consensus around workable solutions. 

The candidate will have a leadership role on an Agile development team and ownership of Casebook Platform client-side codebase. Casebook Platform caters to all human services. The ideal candidate needs to have an engineering mindset, an exceptional appetite for cutting edge technological advances, and enthusiastic about continuous learning. Casebook Platform follows cloud native architecture and software design patterns with state of the art Continuous Integration and Continuous Deployment modeling. Additionally, the candidate will collaborate with design and product teams which includes client-facing delivery and implementation of the Casebook Platform for small non-profit organizations to large scale state and local government projects.

What you’ll do (Responsibilities):

• Provide technical leadership in the design, integration, implementation, and transition of enterprise SaaS human services system
• Flexible design architectural approach to deliver configurability along the data creation, integrations, workflows, notifications, and data persistence
• Understand and synthesize integration requirements, and develop recommendations based on business objectives, product roadmap, solution architecture and technical considerations
• Contribute to the development of Casebook platform functionality using state-of-the-art frameworks and tools
• Specify and troubleshoot API integrations in an ecosystem of multiple systems
• Work closely with client stakeholders, partners, product managers, creative designers, platform architect, and other software engineers
• Constantly learn and use leading-edge technologies
• Implement a system that will address the needs of vulnerable populations
• Contribute to the highest security, extensibility, reusability and testing standards in system architecture and software, interface, components, data structures, and algorithms specifications, 

What You Have (Skills and Experience):

• Experience building multi-tier web applications (Java preferred)
• Experience building microservices
• Experience utilizing OpenAPI standards to deliver all phases of RestFUL web services
• Experience with ElasticSearch, PostgreSQL, Redis, S3, Redshift, KSQL, Apache Kafka and Superset
• Experience leading a major IT application implementation effort
• Ability to synthesize information to deliver optimal solutions and identify roadblocks
• Experience working with technical and operational management, and process owners
• Must have a strong background in software engineering principles and techniques.
• Strong analytical and technical skills to identify critical issues, escalate them and drive them to resolution.
• Experience in an agile software development project
• Experience using a software version control system (e.g., Git) in a project with multiple developers committing to a shared repository
• Experience with IT security architecture and best practices
• Experience with software testing, including test planning, integration testing and load and performance testing
• Familiarity with an automated build and deploy pipeline
• Bachelor’s degree in Computer Science or related field (or equivalent work experience)

We are looking for a senior software/systems engineer, who will serve in a client-facing role for the implementation of a large IT integration project.  Our ideal candidate has deep experience building enterprise software, and is committed to standing up a shippable product as part of a diverse and high-performing team that includes client stakeholders, other software engineers, designers, QA testers, release managers, product managers, and infrastructure engineers. The candidate is a born problem solver, with a solid understanding of web technology, architecture, and process who is able to drive consensus around workable solutions. 

The candidate will have a leadership role on an Agile high performance development team involved in delivering major components of Casebook Platform that caters to all human services. Ideal candidate needs to have an engineering mindset, exceptional appetite for cutting edge technological advances, enthusiastic about continuous learning and needs to have worked successfully in Agile teams. The role includes client facing delivery and implementation of Casebook Platform for large scale state and local government projects. 

What you’ll do (Responsibilities):

• Provide technical leadership in the design, integration, implementation, and transition of enterprise SaaS human services system
• Flexible design architectural approach to deliver configurability along the data creation, integrations, workflows, notifications, and data persistence
• Understand and synthesize integration requirements, and develop recommendations based on business objectives, product roadmap, solution architecture and technical considerations
• Contribute to the development of Casebook platform functionality using state-of-the-art frameworks and tools
• Specify and troubleshoot API integrations in an ecosystem of multiple systems
• Work closely with client stakeholders, partners, product managers, creative designers, platform architect, and other software engineers
• Constantly learn and use leading-edge technologies
• Implement a system that will address the needs of vulnerable populations
• Contribute to the highest security, extensibility, reusability and testing standards in system architecture and software, interface, components, data structures, and algorithms specifications, 

What You Have (Skills and Experience):

• Experience building multi-tier web applications (Java preferred)
• Experience building microservices
• Experience utilizing OpenAPI standards to deliver all phases of RESTful web services
• Experience with ElasticSearch, PostgreSQL, Redis, S3, Redshift, KSQL, Apache Kafka and Superset
• Experience leading a major IT application implementation effort
• Ability to synthesize information to deliver optimal solutions and identify roadblocks
• Experience working with technical and operational management, and process owners
• Must have a strong background in software engineering principles and techniques.
• Strong analytical and technical skills to identify critical issues, escalate them and drive them to resolution.
• Experience in an agile software development project
• Experience using a software version control system (e.g., Git) in a project with multiple developers committing to a shared repository
• Experience with IT security architecture and best practices
• Experience with software testing, including test planning, integration testing and load and performance testing
• Familiarity with an automated build and deploy pipeline
• Bachelor’s degree in Computer Science or related field (or equivalent work experience)

We are looking for a frontend engineer who will define the User Experience implementation standards while leading multi-national high-performance GraphQL, React, and React Native teams. Our ideal candidate has deep experience defining, building, testing, delivering enterprise software, and mentoring junior resources. The candidate is a born problem solver, with a solid understanding of web technology, architecture, and processes who is able to drive consensus around workable solutions.

The candidate will have a leadership role on an Agile development team and ownership of Casebook Platform client-side codebase. Casebook Platform caters to all human services. The ideal candidate needs to have an engineering mindset, an exceptional appetite for cutting-edge technological advances, and be enthusiastic about continuous learning. The role includes client-facing delivery and implementation of the Casebook Platform for large-scale state and local government projects.

What you’ll do (Responsibilities):

• Provide technical leadership on frontend design, integration, and implementation of enterprise SaaS human services system
• Flexible design architectural approach to deliver configurability along with the data creation, integrations, workflows, notifications, and data persistence
• Understand and synthesize platform development recommendations based on business objectives, product roadmap, solution architecture, and technical considerations while advancing award-winning user experience.
• Contribute to the development of Casebook platform functionality and extensibility by using state-of-the-art frameworks, libraries, and tools
• Specify and troubleshoot API integrations in an ecosystem of multiple systems
• Work closely with client stakeholders, partners, product managers, creative designers, platform architects, and other software engineers
• Constantly learn and use leading-edge technologies
• Implement a system that will address the needs of vulnerable populations

What You Have (Skills and Experience):

• You have at least 5+ years of experience in web development
• You have at least 2+ years experience in React
• You have at least 2+ years experience in GraphQL (server and client-side)
• Experience working with TypeScript is a plus
• Experience working with UI component frameworks (Material-UI preferred)
• Master of web technologies, including HTML5, ES6, CSS3, JavaScript, Webpack, JSON
• Extensive knowledge of JS quality and unit testing tools like Jest
• Experience creating E2E tests with Cypress is a plus
• Experience and deep understanding of responsive web design, fluid layouts and positioning, browser behavior and compatibility, cross-browser issues and solutions
• Experience building multi-tier web application
• Functional understanding of OpenAPI standards to deliver all phases of RestFUL web services
• Strong analytical and technical skills to identify critical issues, escalate them and drive them to resolution
• Experience in an agile software development project
• Experience using a software version control system (e.g., Git) in a project with multiple developers committing to a shared repository
• Familiarity with an automated build and deploy pipeline
• Bachelor’s degree in Computer Science or related field (or equivalent work experience)

Help us build something that matters

We help people who are at risk. We help the people who are trying to help those people. We accomplish this through multi-channel, user-centered products making up our platform, Casebook.  Our long-term objective is to continue developing, selling, and implementing innovative technology for the public sector (State & Local government) and the private sector human services – from child welfare to juvenile justice, adult services, mental health, and so on.

QA Automation Engineer – Level III

We are looking for an QA automation engineer, who will play a central role in assuring quality production releases on a mission-critical SaaS Human Services platform on the Amazon AWS Cloud. Our ideal candidate is a self-starter that has a passion for quality assurance automation, adhering to the platform design, and is committed to continuous improvement. He or she is meticulous about user facing infrastructure work, and has a service oriented ethic focused on meeting the needs of both developers and customers. Responsibilities include building and integrating testing tools enabling automated software deploys, database backups and restores, software updates, and ensuring the quality of our platform.   

What You’ll Do (Responsibilities):

• Formulate long term strategies for quality assurance testing, and analyze long term impacts
• Lead decision making around selection of third-party testing tools or development of new tools and best practices
• Work independently, within and across teams to design and develop technical solutions, address complex issues, and execute QA tasks, in collaboration with a product manager, tech lead, UX designers, other QAs and engineers
• Provide technical leadership in the architecture/design, development, and implementation of testing tools for multiple products and services delivered as part of human services platform using state-of-the-art frameworks and tools
• Improve the automation testing coverage to all FE and BE features and functionality
• Establish and enforce architectural standards and development best practices by leading and mentoring other members of the team, conducting code review, and creating documentation
• May work with CTO, CPO, partner or client stakeholders to establish product Automation QA strategy and plan
• Ability to organize and prioritize multiple assignments

What You Have (Skills and Experience):

• 6+ years experience with software quality assurance testing, including unit, integration, load, stress, security penetration and performance testing
• 4+ years of experience on automation testing and releasing large scale, SaaS based enterprise applications
• Expert in software quality and testing methodologies
• Expert in test automation tools, UI automation frameworks(Selenium etc.) and Mobile automation frameworks(Appium etc.)
• Experience with Test Design Patterns
• Excellent coding skills in Java and JavaScript
• Excellent fundamental knowledge of data structures, algorithms, and object oriented design

• Deep understanding of system development life cycle, technical project management approaches and requirements, and design techniques on multi-track projects
• Unrelenting need to perpetually optimize testing coverage, testing process and principles and continuously increase the SaaS solutions quality
• Experience doing quality assurance testing of a complex enterprise software product, including cross-component and cross-module integration testing and load/performance testing
• Experience identifying when automated testing is not sufficient and when manual testing is critical
• Extensive experience working as an integral part of a cross-functional agile development team using test-driven development
• Experience with RESTful API enterprise system testing
• Experience with data transformation and data pipelines testing models and approaches
• Deep interest in Machine Learning, Artificial Intelligence and Natural Language Processing
• Strong presentation, interpersonal and communication skills
• Ability to work independently and with minimum supervision
• Exceptional ability to process and synthesize information to deliver optimal solutions and identify roadblocks.

• Ability to organize and prioritize multiple assignments

Customer Experience Agent

About Us:

At Casebook PBC, our software makes people’s lives better. Our company is committed to empowering community well-being through the delivery of adaptive, research-based and practice-driven technology. Designed to “help the helpers,” our innovative and award-winning SaaS solutions help improve outcomes in human services. We are continually expanding and updating the Casebook Platform in the hopes that our technology will reach a broader array of agencies, and that we will push the entire industry to innovate and aspire to a higher standard. We are a mission-driven company, and by joining, you’ll be making that mission a reality.

Position Overview:

At Casebook, Customer Experience is an essential part of our organization. The Customer Experience agent’s top priority is to make our customers successful and ensure that their experience using Casebook is a pleasant and productive one by delivering quick, accurate, personable support.

As a Customer Experience Agent at Casebook, your task is to make our customers successful. This is a demanding role that requires a unique skillset. As the voice of our Platform, you will act both as an advocate for our product and a champion for our users, by communicating with them across multiple channels. Your job is to ensure that Casebook’s customers have the best experience possible, no matter how they choose to contact us.

We take customer service seriously. This is a position we consider essential to the team’s success. Our customers rely on Casebook for their day-to-day work with vulnerable populations and we want to provide the best service we possibly can.

Casebook PBC is also an equal opportunity employer. At Casebook PBC, we appreciate the value of diversity, and strive to create and support a workforce representative of the population we serve. Casebook PBC is committed to creating an inclusive and respectful environment for all employees, and does not discriminate on the basis of race, color, religion, sex, gender expression and identity, national origin, political affiliation, sexual orientation, sexual and reproductive health decisions, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor. 

Responsibilities:

• Provide thoughtful, personalized communication to Casebook users via phone, chat, email and social media.
• Effectively resolve customer enquiries in a considerate and timely manner.
• Investigate, troubleshoot, replicate and document customer issues efficiently and concisely.
• Write outgoing communications such as release notes, articles for the knowledge base and other ways to help customers and users better understand how to use our platform to address their needs.
• Make active contributions to help achieve team goals and successes.
• Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

Required Experience/Skills:

You care deeply, genuinely and passionately about customer support and about the role it plays in making our customers and company successful.

You have prior experience doing live customer support by chat and ticketing systems (like Zendesk) and you know how to do it well. You know that every bit of work you do makes a real difference in making a customer happy.

You understand the web and how it works. You’re not necessarily writing and deploying your own JQuery-based, CSS-heavy responsive sites, but you’re also not intimidated by the technology.

You know when something is over your head and are not afraid to ask for help. You are skilled at explaining technical problems succinctly and clearly.

You are a naturally empathetic and articulate communicator.

College degree or equivalent professional experience preferred.

Location: Remote; Must work East Coast business hours 

Reporting Information:

Reports to the Service Delivery Manager.

Culture and Benefits Summary:

Casebook PBC is proud to be a certified Great Place to Work: https://www.greatplacetowork.com/certified-company/7015438

Customer Onboarding Specialist

About Us:

At Casebook PBC, our software makes people’s lives better. Our company is committed to empowering community well-being through the delivery of adaptive, research-based and practice-driven technology. Designed to “help the helpers,” our innovative and award-winning SaaS solutions help improve outcomes in human services. We are continually expanding and updating the Casebook Platform in the hopes that our technology will reach a broader array of agencies, and that we will push the entire industry to innovate and aspire to a higher standard. We are a mission-driven company, and by joining, you’ll be making that mission a reality.

Position Overview:

Customer Success is the core of our operation and key to supporting Casebook’s mission to ‘help the helpers’ in Human Services. The Customer Success team aspires to ensure our new customers see increased organization and collaboration between staff through better relationships, especially with their own clients who are our nation’s most vulnerable. Customer Success & Support is a customer-facing function that interfaces with our customers to understand their needs and manage the implementation of our platform to their organizations.  The Onboarding Specialist is part of the team that represents the face of the company to new and existing customers and ensures a timely and effective onboarding. 

The Onboarding Specialist will set up customers for immediate success by supporting the implementation process for new customers. This role is part project manager, part configuration specialist or software expert, part relationship manager. As an onboarding specialist you will serve as the lead advisor to customers, running their on-boarding experience and helping them to achieve their desired objectives with Casebook. 

As the key contact in a transition, the Onboarding Specialist works with customer stakeholders and internal teams to manage the successful implementation of our platform and its services in a way that solves problems in their organizations and creates value to propel them forward toward their own missions. This role is part project manager (planning, tracking, reporting, follow ups), customer satisfaction and outcomes (e.g., working with customer support, product management, design and engineering, tracking metrics, managing the creation and maintenance of knowledge assets, training, etc.).

During the course of a week you may be: 

• helping our new customers successfully learn and configure Casebook – you’ll develop an understanding of their business processes, discover the pain points leading them to select Casebook, and introduce them to new, smarter ways for everyday workflows using our software
• leading product configuration, user set up, technical integrations, reporting, and user adoption activities
• evaluating a customer’s business and data requirements, current tech stack, and business objectives in order to define their ideal on-boarding approach
• taking part in the constant improvement of our customer journey, and giving feedback about our onboarding processes to further drive efficiency and workflow improvement
• creating and updating documentation using a suite of software and technical platforms we use to track each customer’s onboarding progress, identify and track tickets, manage supporting team’s work for onboarding, and creating assets for customer education and self service.

Casebook PBC is also an equal opportunity employer. At Casebook PBC, we appreciate the value of diversity, and strive to create and support a workforce representative of the population we serve. Casebook PBC is committed to creating an inclusive and respectful environment for all employees, and does not discriminate on the basis of race, color, religion, sex, gender expression and identity, national origin, political affiliation, sexual orientation, sexual and reproductive health decisions, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor. 

Responsibilities:

•  Lead, Execute and Manage Customer Onboarding efforts for assigned customers
  • Interact with customers via email and video calls to introduce them to onboarding process 
  • Schedule and run meetings 
  • Train customers and users on the software 
  • Provide information and assistance on how to use Casebook effectively to meet their needs
  • Perform software configuration, as needed
  • Identify needs for professional services, as needed
  • Use CRM to track and share client- and onboarding-related information troubleshoot onboarding issues 
  • Follow internal processes 
• Track Customer Success & Experience activities
  • Coordinate with supporting teams to ensure onboarding activities are completed in a timely manner
  • Tracking onboarding activities to completion 
  • Share customer feedback with supporting teams and 
  • Track Product Maintenance & Customer Support issues to share relevant updates with customers
• Record and track Customer Engagement Outcomes
  • Manage onboarding package deliverables and time spent to ensure efficient and effective delivery
  • Triage customer onboarding issues and collaborate with internal teams to prioritize and resolve
  • Help deliver positive customer experiences

Required Experience/Skills:

• Obsessed with creating amazing customer experiences
• Excellent communication and presentation skills 
• Experience managing multiple customer engagements with diverse stakeholders across different locations to a successful and timely outcome
• Previous experience with Microsoft Excel or other spreadsheet software, CRM platforms, and ticketing systems
• Experience demonstrating software or technology to users of varying tech empathy
• Demonstrated ability to rapidly learn, apply and train new technology – our processes and tools continue to evolve, so this role must be at the forefront of adoption 
• 4+ years working in SaaS software — in support, onboarding, services or project management
• Demonstrated success working in a fast-paced, rapidly changing environment

• Willingness to go the extra mile to make things happen
• Demonstrated ability to pay close attention to all the small particulars when working on a task or project

• Analytical and process-oriented mindset

• Strong desire and skills to succeed in a startup environment: tenacious, self-directed, flexible, strategic but can turn on a dime
• Ability to effectively influence, negotiate, and communicate with internal and external stakeholders and interact with management
• Proven experience analyzing tradeoffs between customer needs and resource and technical constraints

Location: Remote

Reporting Information:

Reports to the Director of Customer Success

Culture and Benefits Summary:

Casebook PBC is proud to be a certified Great Place to Work: https://www.greatplacetowork.com/certified-company/7015438

Additionally, Casebook PBC offers competitive salaries and a comprehensive benefits plan, including fully funded medical, dental and vision plans, 401k contributions and generous paid time off. We value our employees and are committed to supporting them as they help make our vision a reality.

Company Description

Job Description

Qualifications

Additional information

Company Description

Job Description

Qualifications

Additional information

Company Description

Job Description

Qualifications

Additional information