Senior Client Services Engineer

Poll Everywhere is looking for a Client Services Engineer to be the liaison between our Product Engineering and Customer Success teams. In this role you will work with these teams to diagnose and resolve technical issues, provide guidance to customers, and collaborate with team members to ensure that these high-value accounts have everything they need to get the most out of Poll Everywhere at their organization. You’ll be joining a very successful program that’s essential to our company strategy. As this program expands, the requirements of this role will naturally as well. You’re motivated by this growth and excited by the challenge of designing systems to expand it sustainably.
Engineering at Poll Everywhere is highly collaborative in nature. You can expect to work cross-functionally with Customer Success Managers to understand an account’s use-case, Product Managers on how your projects fit into the broader product strategy, with Designers on usability, accessibility, and aesthetics, and to maintain a high bar for quality with our QA team.
At Poll Everywhere we’re serious about helping our people meet their career goals. We have a long history of seeking out growth opportunities aligned with individual interests and promote internally often. Whether it's leading a project, establishing an elegant pattern to solve a common problem, or refining an interface so users can get their work done more quickly and enjoyably, we work hard to find the right match for each person. Poll Everywhere has an excellent track record of being a place to deepen your product development and engineering skills.
Poll Everywhere is looking forward at a refreshed mission to make presentations more inclusive. We believe that having our product in use at more of the 17 billion meetings a year in the F1000 would change those organizations through the inclusion of more voices. Our platform enables presenters to create interactive questions, word clouds, discussions, and competitions that their audience can respond to using any device. Founded in 2008, we now support millions of users worldwide from educational institutions to household companies such as Google, AT&T, and Target.

Objectives of the role

• Be a dedicated technical team member for our Customer Success team:
• Actively participate in customer calls by gathering technical requirements, proposing a solution & working with the larger engineering team to ensure alignment with our solution
• Help their managed accounts get the most out of Poll Everywhere by simplifying license seat administration, integrating with tools they use, and configuring their accounts.
• Document technical solutions you build. Balance completing one-off requests against designing tooling and systems to automate these requests and scale the team’s capability.
• Work with the technical teams of our managed accounts when you or our Customer Success Managers come across technical challenges to ensure the highest level of usage of Poll Everywhere.
• Refine technical estimation skill as you learn our business. Commit to delivery timelines and meet those commitments.
• Deliver effective solutions to both technical and non-technical internal and external stakeholders

Daily & monthly responsibilities

• Estimate the technical complexity and time to complete features, data migrations, or ad-hoc tasks. Communicate these estimates to the Director of Customer Success to help them decide on priority of work.
• Build relationships with your Customer Success Manager peers. Develop features, workflows, automations, and complete bulk tasks to help their accounts use Poll Everywhere more successfully.
• Document these workflows, processes, and tools.
• Implement integrations for our managed accounts
• Single Sign On to be able to have users be able to authenticate with Poll Everywhere using systems already in place at their organizations.
• Learning Tools Interoperability (LTI) for exporting Poll Everywhere responses to tools used for grading and assessment in Higher Education.
• System for Cross-domain Identity Management (SCIM) for provisioning users and syncing user directories
• Meet with customer success managers & managed accounts to provide guidance on technical requirements for integration projects and address any challenges blocking progress

Quarterly Responsibilities

• Contribute to the Customer Success team’s feature prioritization discussion, providing technical estimates of the work involved for each.
• Look across one-off solutions and consolidate them into systems (roughly every 3 months) to keep the quality of code high, to allow us to maintain consistent velocity, and to proactively manage technical maintenance.
• Participate in on-call rotation

Skills you need to be successful in the role

• 3+