Customer Success Engineer

Customer Success Engineer

FinDock Woerden

What is required?

  • Preferred higher education related to software
  • At least 2 years experience with Salesforce.com as an admin or developer
  • Analytical and problem solving skills
  • Excellent command of the English language (spoken and written), preferably Dutch as well
  • Self-motivated, tenacious, troubleshooting skills
  • You have a sense of ownership and responsibility for customer success

What will you get?

  • From €4.600 gross p/m (depending on experience and skills)
  • 32-40 hour workweek (hybrid working policy)
  • 25 vacation days
  • 5K education allowance; coaching and development program
  • Pension allowance
  • Time off for volunteering

What will you do?

  • 35% Answering cases from customers and partners
  • 30% Consulting calls with customers
  • 20% Helping setup FinDock with partner and customer
  • 10% Training customers and partners how to use FinDock
  • 5% Process analysis and improvement

This vacancy has been created based on interviews with employees to help you get a realistic preview of the job.

Vacancy

As a Customer Success Engineer at FinDock, you are responsible to provide the best possible customer and partner experience during implementation and after go-live. You consult with customers and partners, providing technical knowledge and best practice advice by combining technical Salesforce, FinDock and Payment knowledge with social skills.

The partners lead the implementation and will do the configuration and installation at our customers. You jump in when they face technical challenges or have questions about certain use cases. To solve technical challenges, you need to dive into the customer's Salesforce configuration and customization. You advise the partner or customer how to solve the issue, therefore, it helps to have basic understanding of coding. Part of your work will be to implement customers' requirements using FinDock and Salesforce functionality.

To improve our support and success tools and processes, as well as provide insightful input for our product development, you continuously transform your day-to-day experiences into opportunities. You will communicate with many different people, so it is important that you can adjust your approach to the person you speak with.

Depending on where you live, you can either work from the FinDock office in Woerden, Leeuwarden or from home. You work closely with our Customer Success Manager and our Product and Development team.

If you like to think outside of the box, bring new ideas to the table, are eager to learn, want to become an expert on FinDock, Salesforce and payments and you have a positive mindset, then this role could be a perfect fit.

Calendar

Customer Success Engineer

On a good day, the easy support cases and challenging questions take turns and you have enough time to answer them all. Throughout the day, you have multiple calls with clients and it feels rewarding when you find the root cause of the problem and can help the client solve this.

On a less enjoyable day, you only receive basic support questions. The answers to these questions can be found on our website, so this can feel like a dull day.

  • 09:00
  • 10:00
  • 11:00
  • 12:00
  • 13:00
  • 14:00
  • 15:00
  • 16:00
  • 17:00
  • 18:00
    • Lunch
    • Stand-up with CSG team
    • Solving easy technical implementation challenges through email
    • Onboarding new customer
    • Answering easy support cases through email
    • Call with colleague
    • Consulting call with customer
    • Helping setup FinDock with partner and customer
    • Stand-up with CSG team
    • Consulting call with customer
    • Helping setup FinDock with partner and customer
    • Preparing calls
    • Answering easy support cases through email
    • Solving technical implementation challenges
    • Meeting with System Integrator partner
    • Administration
    • Lunch
    • Stand-up with CSG team
    • Helping setup FinDock with partner and customer
    • Meeting with manager
    • Onboarding new customer
    • Consulting call with customer
    • Consulting call with new customer

Firsthand experience

An experienced partner reaches out, because he struggles with a unique and complex use case he needs to implement at a customer. How do you proceed?

You read the email and start analysing the problem. The problems that occur vary from permission problems to technical errors to unclear FinDock features. If needed, you can ask the client for more information. If you cannot find the cause of the problem directly, you can set up a call with the client.

The FinDock product is implemented by Salesforce consultants working for partners. These partners also have questions for you if they have challenges with the implementation.

You always try to help the client as best as possible. Even if there is no solution in the application yet, finding a workaround that helps the customer move on is rewarding.

Growth

Every full-time employee can access an annual education budget of €5k, to follow online or offline courses related to their role or ambitions. 'Thrive' is one of the core values at FinDock. We encourage and support our employees to explore their interests and develop skills and talents so that they can become the best versions of themselves, both inside and outside the office. Employees have the opportunity to engage with an employee success coach to help them navigate their careers and optimize their time at FinDock. In the role of Customer Success Engineer you can grow into deeper, more strategic consulting engagements with our flagship customers across Europe, you can start building your own team, you can grow into a more technical position working as a consultant or become part of our development team. As you can see below, the growth options for this role are endless.

Developer
Customer Succes Manager
Sr Customer Success Engineer
Team Lead

Working at FinDock

FinDock is a technology company based in the Netherlands, that empowers users to manage end-to-end payments on Salesforce with its native Salesforce application.

While we reach Salesforce customers in nearly every industry, our core focus is the nonprofit sector. FinDock extends Salesforce and the Salesforce Nonprofit Success Pack so that nonprofits can adapt to donor payment preferences and offer multiple ways for donors to give, all managed within CRM. With FinDock, nonprofits can unify donor and payment data, deliver insights to fundraising teams, and launch intelligent donor experiences right from the heart of Salesforce.

Our core values are Trust, Customer Success, Doing Good, and Thrive. FinDock is innovation focused: learning is constant and growth on personal as well as professional level is highly valued.

  • Headquarters in Woerden
  • 16 employees in the Netherlands
  • 21 employees worldwide
  • Customers in 9 countries
  • Colleagues from 7 nationalities
  • 14% / 86%
  • Average age: 36 years
  • Business Casual
  • Hybrid working

Colleagues

Conway Buckle (40) - UK&I Territory Manager

Why did you decide to work for this company?
If you want a great leadership team and a path to your own personal success, then you should seriously consider joining us now rather than later. Personally, I like to work at Findock because there is a lot of chance for growth personally and professionally. I am looking forward to the next steps of the journey!

What was your previous job?
Head of Business Development at Economic Change CIC.

What do you do in your spare time?
Play music and spend time outdoors.

Daan Brouwer (26) - Sales Account Executive

Why did you decide to work for this company?
FinDock has interesting and satisfied customers and our product fits the market really well. I joined FinDock because I enjoy the challenge of working with large corporations, customers and partners, and working with small and large NGO's.

What was your previous job?
Business Development Representative at FinDock.

What do you do in your spare time?
Reading non fiction books.

Jorrit Droogsma (38) - Distinguished Engineer

Why did you decide to work for this company?
Building a product from scratch on Salesforce technology was my reason to join FinDock. My new colleagues can develop and expand this product further. We work with highly skilled professionals in a fast paced environment while making an impact.

What was your previous job?
Senior Salesforce Consultant at Deloitte.

What do you do in your spare time?
Going out with family and/or friends and gaming.

Abarna Mahalingam (28) - Test Automation Engineer

Why did you decide to work for this company?
The main reason why I like to work at FinDock is because I am new to Salesforce and I can learn a new technology this way. I really like the team I work with: we share knowledge and support each other. I am looking forward to work with FinDock for more years to come.

What was your previous job?
Team Lead at Tata Consultancy Service.

What do you do in your spare time?
Learning about new technologies and reading novels.

Matthijs Aerts (24) - Junior Business Controller - Finance

Why did you decide to work for this company?
After obtaining my Bachelor's degree I was looking for a job with a challenge and responsibility: I found this at FinDock. The rapid company growth, the opportunity to grow within the Finance department, and being able to give input to the management team are things that really appeal to me.

What was your previous job?
Graduate Student Intern at Solid Systems Security Group.

What do you do in your spare time?
Motorcycling.

Robbert Douma (49) - VP Sales & Partnerships

Why did you decide to work for this company?
FinDock is a unique company with a fantastic solution and a unique customer base, this makes it attractive to work here.

What was your previous job?
Senior Director Solution Engineering - Salesforce.

What do you do in your spare time?
Gaming, walking, exercising and going out for dinner.

Vincent Rochebrun (33) - Territory Manager South Europe

Why did you decide to work for this company?
FinDock is a fast growing company with a startup like culture. It is a company willing to do good by providing best in class technologies to the nonprofit world.

What was your previous job?
Senior Sales Account Executive at Salesforce.

What do you do in your spare time?
Bike touring, photography, sailing and restoring vintage motorcycles.

Marc Hooghiemstra (42) - Senior Customer Success Consultant

Why did you decide to work for this company?
In this company you are a person instead of a number and there is a lot of attention for personal and professional development. 'Thrive' is an important value in the company and this actually complied with.

What was your previous job?
Salesforce Developer / Consultant at Deloitte.

What do you do in your spare time?
Working out and 3D designing and printing.

Application process

Phone call with Recruiter
Interview with the Hiring Manager
Talent assessment and interview with Employee Success Coach
Panel interview
Reference check and possible offer

Interesting job?