10:60-004: Customer Success Engineer- Boulder, CO Rally Software Development

Job Responsibilities
This role will work as part of a high performance team to promptly identify, analyze and resolve customer inquiries, concerns, and issues, responding to requests for technical support with our software as well as educating customers to ensure their success with Agile and Rallys products.
Key responsibilities include:
work as part of a high performance team to promptly identify, analyze and resolve customer inquiries, concerns, and issues.
Respond to requests for technical support with our software.
Act as a liaison between customers and product management to ensure identified customer issues are resolved.
Educate Rallys customers on Agile and Rallys products.
Advise customers on tool and Agile/Kanban methodology implementation.
Work with customers in an ad-hoc question/answer environment to deliver customized, focused information and training.
Improve Rallys customer support experience from helping to define the offering to collecting feedback.
Coordinate internal resources to ensure Customer Success.
Write Technical Documentation.
Qualifications
The ideal candidate will have the following experience and attributes:
5+ years experience in technical customer support in technology/software organizations with a solid software development background. A solid understanding of Application Lifecycle Management / Software Development Life Cycle preferred.
Possess superior problem solving skills with a proven ability to exercise sound judgment to solve complex issues, recognize business critical situations and escalate as needed.
Excellent presentation, demonstration and facilitation skills in leading meetings, trials and projects.
Excellent analytical and communication skills.
Interest in acquiring deep product and methodology expertise.
History of outstanding customer service and customer advocacy.
Ability to work effectively in a fast-paced and fluid environment.
Excellent team player with strong interpersonal skills to interface closely with many groups across the organization.
Experience with Agile processes such as Scrum, XP, Lean, FDD, DSDM, or Kanban a huge plus.
VMware, Ruby, REST, Javascript, HTML, .Net, and SOAP skills desired, but not mandatory.
Bachelor's degree in engineering, computer science, physical sciences or equivalent experience.

Location:	Boulder, CO United States