Cleo is a cloud integration technology company focused on business outcomes. Every day, we

ensure that each one of our 7,000+ customers' potential is realized by delivering solutions that

make it easy to discover and create value through the connections and integration of enterprise

applications supporting critical workflows. By providing the industry’s most complete and flexible

integration offerings, we are helping our clients build trusted relationships across their partner

ecosystems today, while providing all the control and visibility they need to advance their

business tomorrow.

At Cleo, we are not only passionate about helping our customers achieve success; we are

passionate about our team members. We foster innovation and empowerment through mentoring

in a thriving, high-velocity work environment. Our team members are among the best and the

brightest, working in an environment where strategy, technology, and marketing intersect to

create amazing products. And, we’re only just getting started, so join us now!

Simply put, Cleo ... never stops

The Position

Cleo is looking for a Customer Success Associate that will work directly with existing customers and the CSM team to ensure a smooth onboarding, implementation, and renewal process. This intelligent, empathic, and high energy individual will hold responsibility within the CSM team who serve as the primary customer facing resource for all new and existing customers. Superb ability to interface with Customers, Sales, Services, Support, and Products Team is required.

What You Will Be Doing

• Uphold Cleo’s Customer Success strategy and processes
• Adopt existing, and develop new, methodologies and best practices
• Own day-to-day interactions between Cleo and a subset of customers through 1:1 and 1:many tech touch communications
• Manage and facilitate cross-sell/upsell opportunities sourced within the broader Customer Experience organization.
• Analyze and report on customer usage data, adoption, and project status
• Oversee customer lifecycle processes/touch points and take clients on an optimal customer journey
• Drive the customer escalation process
• Develop ways for Customer Success to deeply understand our customers’ objectives
• Escalate issues appropriately to Services, Support, Product, etc.
• Keep accurate records, including documented customer service actions and discussions.
• Ensure that 100% of interactions are accurately recorded and follow ups scheduled

Requirements

• 3-5 years working at an Enterprise Software and/or SaaS Company in a Customer Success, technical account management or a related field
• Strong written and verbal communications ability
• Proven ability to work in an environment with limited processes
• Experience with Open-Source solutions
• Experience working in a company selling applications, middleware, database, data warehouse, data integration technology or big/fast data technologies
• Experience with annual subscription offerings

Cleo is a cloud integration technology company focused on business outcomes. Every day we ensure that each one of our 7,000+ customer’s potential is realized by delivering solutions that make it easy to discover and create value through the movement and integration of enterprise data. By providing the industry’s most complete and flexible integration offerings, we are helping our client's build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow.

Simply put, Cleo ... never stops

The Position

Cleo is looking for a Senior Implementation Engineer to join our Professional Services team to provide implementation and consulting services to our customers. Ideal candidates possess must possess good knowledge on working with EDI/B2B integration products, EDI mapping and communication protocols like AS2, SFTP etc.

What You Will Be Doing

• Design end to end integration solutions for Cleo cloud customers.
• Work with customer to understand the business requirements.
• Develop EDI maps and business processes.
• Create communication setups with trading partners for AS2, SFTP.
• Create Unit test plan and perform unit testing.
• Assist with System Integration testing and User Acceptance testing and resolve issues.
• Conduct performance testing for high volume customers and fine tune integrations to achieve desired performance.
• Create support documentation and transition the project to support.
• Create go-live plan and warranty support plan.
• Work effectively with other internal departments to ensure the highest level of support for customers.
• Exhibit a sense of ownership of customer systems and work on issues until completely resolved
• Handle multiple projects simultaneously within established time constraints                                                                                                

Requirements

• 7-10 years of experience with any of the EDI integration products.
• Good understanding of ANSI X12 and EDIFACT standards.
• Experience with XML, Flat Files and Spreadsheets
• Experience with transfer protocols such AS2, FTP/s, SFTP, HTTP/s
• Experience working with REST API.
• Good understanding of SQL queries and joins.
• Team player with good written and verbal Communication skills
• Analytical and problem-solving skills

Support Engineer

at Cleo (India) 

Bengaluru

Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow.  In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years. 

Responsibilities will include but not be limited to:

Mandatory Skills:
                     

• Experience with EDI mapping (EDI to XML, EDI to flat file etc.)
• Good understanding of ANSI X12 and EDIFACT standards.
• Experience with XML, flat files and spreadsheets.
• Experience with transfer protocols such AS2, FTP/s, SFTP and HTTP/s.
• Team player with good written and verbal communication skills.
• Analytical and problem-solving skills.

Desired Skills:

• Exposure to basic API concepts
• Exposure to basic database concepts and SQL queries.

Preferred Skills:

• Experience in B2B/EDI Support role
• Experience in Cleo Products

Key Responsibilities:

• Manage the CIC environment within Cleo B2B Cloud systems.
• Respond to incidents and/or event-driven alerts and troubleshoot customer issues.
• Investigate data related EDI issues and inform the customers with the root cause.
• Bug-fixes for the EDI translation issues identified in production.
• Trading partner on-boarding and creation of SFTP/AS2 setups.
• Work effectively with other internal departments to ensure the highest level of support for customers.
• Timely escalation of critical issues.
• Exhibit a sense of ownership of customer systems and work on issues until completely resolved.

Cleo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

The Position

Cleo is looking for an EDI Implementation Engineer to join our Professional Services team to provide implementation and consulting services to our customers. Ideal candidates possess must possess good knowledge on working with EDI/B2B integration products, EDI mapping, and communication protocols like AS2, SFTP, etc.

What You Will Be Doing

• Build data transformations for customer business initiatives.
• Develop EDI maps and business processes.
• Create communication setups for AS2, SFTP.
• Work effectively with other internal departments to ensure the highest level of support for customers.
• Exhibit a sense of ownership of customer systems and work on issues until completely resolved
• Handle multiple projects simultaneously within established time constraints    

Skills Required

• 3-4 years map development experience
• Good understanding of X12 and EDIFACT standards
• Experience with XML, Flat Files and Spreadsheets
• Experience with transfer protocols such AS2, FTP/s, SFTP, HTTP/s
• Team player with good written and verbal.

Cleo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Position Summary

As a Sales Development Representative, you will play a critical role in supporting the organization’s significant growth while identifying new opportunities for Cleo within prospective accounts within target European countries. Reporting to Cleo’s Sr. Director of Marketing, you will be tasked with initiating sales cycles and developing millions of dollars in pipeline for our EMEA Sales Team through strategic prospecting and outreach.  You will become a Cleo product expert and develop the necessary skills to enjoy a future sales role here at Cleo. This role will require a high level of outbound activity and organization. 

Essential Duties and Responsibilities

• Work in parallel with Cleo’s EMEA VP of Sales to identify and prospect in-market net new accounts
• Generate new business opportunities through outbound campaign activities including cold-calling, email, and social selling
• Collaborate with Marketing to drive necessary content creation and any other collateral that will assist in breaking through list of targeted accounts
• Continuously improve knowledge of products, industry trends, and sales techniques to enhance sales development skills
• Thoroughly qualify prospects to ensure there is a good fit between Cleo and prospective accounts
• Inspire prospects and create a sense of urgency through clear articulation of Cleo’s value proposition and pain-based selling
• Consistently achieve or exceed monthly opportunity targets
• Attains monthly outbound activity expectations for dials, emails, and total touches against targeted accounts
• Effectively craft tailored messaging for specific accounts based on digital activity identified across multiple platforms
• Become proficient in using some of the best sales tools within the industry like sales engagement / nurturing platforms, buying intent (AI) data, and account-based orchestration.  

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Effective verbal and written communication skills
• Focus on the positive and strive for continual improvement
• Be results oriented and driven to carve out a career path within the field of sales
• Display a strong interest in supply chain trends and technology
• Collaborate and operate well in a fast-paced, team-oriented environment
• Be a quick learner with the ability to solve complex problems
• Adhere to a strong work ethic and maintain a positive outlook
• Enjoy learning about the IT /Software industry

Summary:

Cleo Support Technical Solution Manager will manage an assigned group of Managed services accounts. The Technical Solution Manager will be the client’s primary point of contact and owns the client’s service delivery and experience. The Technical Solution Manager manages general Service Delivery functions while ensuring service levels agreements and contract expectations are met, follow-up items are addressed, and successful delivery and coordination occurs across all stakeholders.

Duties & Responsibilities

• Service Delivery
  • Provides a single point of contact and accountability to the customers for all Managed Services related matters.
  • Proactively works with the customer to provide a seamless service.
  • Ensures all services are delivered according to the contract
  • Handles escalations for delivery and acts as a client advocate to ensure consistent service and ongoing satisfaction with standard processes.
• Project Management
  • Technical Solution Manager manages all the onboarding and change requests to ensure continuity and communications.
  • Managed the project from scope, cost and time management standpoint.
  • Assigns tasks for timesheet entry and timesheet approval.

• Client Meetings/Communications
  • Technical Solution Managers are responsible for communicating effectively to the client and facilitating structured meetings.
  • Organize client meetings at mutually agreed upon times and frequency to:
    • Discuss new and existing change requests and onboardings.
    • Discuss any issues with the delivery process and corrective actions.
    • Consult clients on potential and new projects
  • Ensure contract compliancy
  • They should also communicate effectively to internal teams:
    • Keep Sales/Customer Success Managers informed of important activities going on within the account such as new business opportunities, service issues, and any other impacting events.
    • Keep internal teams informed of upcoming activities that may impact resource plans, production processing, staffing, etc.
  • Reporting
    • Deliver standard and/or contractual SLA reports to customers
    • Manage the operational aspects of monthly/quarterly Business Reviews with clients:
    • Problem trends, strategic direction
    • Change Request performance
  • Escalation Management
    • Technical Solution Managers are responsible for ensuring the client’s solution is running as expected. They are the client advocate, and the initial escalation point for the customer if the normal process fails.
    • Act as an advocate for the client by getting the right level of attention brought to the client’s issue
    • Put together improvement plans to resolve recurring issues on the customer’s behalf
  • Client Satisfaction
    • Technical Solution Managers are responsible for ensuring the client’s overall satisfaction. This is a critical evaluation point for each DM.
    • Ensures client response to Cleo surveys.
    • Works with client to clarify any issues or manage expectations.
    • Works across Cleo cross-functional organizations to develop and manage action plans for any negative survey items.

Requirements

• Bachelor’s degree in computer science, Management Information Systems, or related field
• 5+ years of delivery management or project management experience, preferably with any of the EDI integration products. Overall 10+ years of experience.
• Good understanding of support systems and working of a support organization.
• Project Management Professional (PMP) certification preferred
• Must be well organized and detail oriented
• Demonstrated experience delivering cloud-based technology solutions
• Exceptional stakeholder management and executive presentation skills
• Skilled with interacting and coordinating across multiple business and technical teams
• Ability to manage a portfolio of multiple customers concurrently
• Ability to build strong, long term client relationships
• Strong communication and client facing skills
• Analytical and problem-solving skills