Customer Success Software Engineer

Inas Sevilla

Lake Hiawatha, NJ ***** 973-***-****

*********.*******.***@*****.***

SOFTWARE ENGINEER

Job Summary with 25 years of Experience

Requirements Gathering & Technical Analysis:

• Led client-facing workshops and interviews to gather detailed business requirements and pain points.

• Translated high-level business goals into precise functional and technical specifications, user stories, and acceptance criteria for the engineering team.

• Performed impact analysis for new features and system enhancements, ensuring seamless integration and alignment with product roadmaps. Customer Success & Technical Support:

• Collaborated directly with the Customer Success team to provide Tier 2/3 technical expertise, resolving complex issues related to system configuration, data integrity, and API integrations.

• Developed and implemented custom SQL queries and reports to help clients monitor their usage, track key metrics, and optimize their business processes.

• Created and maintained comprehensive technical documentation, including knowledge base articles and troubleshooting guides, for both internal teams and end-users. Domain-Specific Solution Delivery:

• Managed the end-to-end configuration of the contract management module, including designing custom contract templates, clause libraries, and complex approval workflows.

• Enabled clients to efficiently manage the procurement process by configuring and launching various eSourcing events, such as RFIs, RFPs, and reverse auctions.

• Designed and implemented workflow automation rules and business logic to streamline manual processes, reducing client operational costs and improving overall efficiency. Skills

• SQL Server Database

• Classic ASP

• Javascript, VBScript

• HTML

Consultant November 2024

Simfoni, Inc. Philippines

• Equipped the support team with in-depth knowledge of the current system.

• Provided the support team with the skills necessary to navigate the existing system effectively.

• Prepared the support team to handle customer inquiries related to the current system.

• Created clear and comprehensive documentation of the existing database structure and business logic.

• Developed detailed records outlining the current database structure and the business rules that govern it.

• Documented the existing database and business logic for future reference and maintenance.

Senior Software Engineer/Manager 2022 - March 2024 Simfoni, Inc. Morristown, NJ

• Requirements Gathering: Conduct discovery sessions with clients to understand their current business processes, pain points, and desired outcomes related to eSourcing, workflow automation, and contract lifecycle management.

• Solution Design: Translate business requirements into clear, concise, and detailed technical specifications and solution designs for new features, configurations, and integrations.

• Documentation: Create and maintain comprehensive documentation, including functional specifications, user stories, process flows, and technical guides.

• Gap Analysis: Identify gaps between customer requirements and existing product functionality, and work with the Product team to prioritize and plan future enhancements.

• Configuration & Testing: Assist with the configuration of the platform to meet customer-specific needs. Conduct user acceptance testing (UAT) and provide support to customers during their testing phases.

• Onboarding & Implementation: Collaborate with the Customer Success team to facilitate smooth and effective client onboarding. Provide technical support and guidance during the implementation process.

• Training & Enablement: Develop and deliver training sessions and materials to help clients effectively use and adopt the software. Act as a subject matter expert on the platform's features and best practices.

• Tier 2 Support: Serve as a point of escalation for complex technical support issues from our Customer Support team. Diagnosing problems, troubleshooting technical challenges, and working with Engineering to resolve bugs.

• Adoption & Optimization: Proactively engage with clients to ensure they are getting the most out of the software. Identify opportunities for process improvement and new feature adoption to increase their ROI.

• Feedback Loop: Act as the voice of the customer, collecting and communicating feedback to the Product team to inform the product roadmap and drive continuous improvement.

Software Developer 2004 - March 2022

EC Sourcing Group, Inc. Morristown, NJ

• Designed database: created the structure that will store the software's data. It involves defining tables, columns, data types, and relationships between them.

• Coded and tested the software: building software functionalities are built line by line. Testing ensures the code functions as intended and identifies any errors.

• Interacted directly with the users for software enhancement: gathered user feedback to improve the software. It involved interviews, surveys, or observing how users interact with the software.

EDUCATION

Bachelor of Science in Computer Engineering

Mapua Institute of Technology

Manila, Philippines

References available upon request.

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