Find your future. Join us!
With offices in the USA and India, Webgility is revolutionizing the ecommerce marketplace and helping our customers grow successful businesses.
Our multichannel retail management software helps ecommerce businesses improve productivity, see and understand their financials and increase their profits.
When our customers win, so do we. We believe that ecommerce business owners deserve to spend their time focusing on what matters so they can continue to do what they love while driving growth and profits.
Perks & Benefits
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Comprehensive
health plans -
Fully stocked snacks
and drinks -
Premium work spaces
and amenities -
Engaging team-building
activities
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Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses in retail and ecommerce succeed. We automate their operations (accounting, shipping, inventory, taxes) and give them unique insights so they can win. Webgility's SaaS platform automates ecommerce for thousands of businesses. We're experiencing tremendous growth and we need help meeting customer needs. If you have experience with implementation and set up, this could be the role for you.
Webgility is experiencing significant growth and looking for an Implementation Specialist to support our customers. The main function of this role will be to serve new customers going through our Implementation process. You’ll be the first point of contact they have after Sales and will get them ready to start the onboarding process of our product. If you're passionate about supporting small businesses and have a background in SaaS implementation, we'd love to hear from you!
Webgility is currently remote in the United States with offices in Scottsdale, AZ and Indore, India. We embrace flexibility and you can work from anywhere in the US. Preference will be given to candidates based in the Western, Mountain, and Central time zones.
Job Duties:
- Technical installation, setup and training of our clients on how to use our software in conjunction with their accounting system (QuickBooks, Xero, Netsuite, etc..).
- As a trusted advisor, provide best practices guidance enabling our customers to gain maximum value from our partnership.
- Proactively outline customer critical success factors, potential issues, and devise recommendations towards success.
- Partner with the technical support team to ensure expedited case resolution and manage prioritization
- Ensure product FAQs, Self Help Videos and associate content are current.
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
- Provide internal technical guidance to the Sales and Account Management teams.
- Provide pre-sale customer enablement sessions with the Sales Team
- Responsible for the retention of the customer throughout the implementation phase of their lifecycle.
Qualifications:
- 3+ years’ experience within a Saas based customer success or professional services organization.
- Experience setting up, supporting or consulting on accounting software such as QuickBooks, Xero, Netsuite etc. is a plus.
- Excellent problem solving skills, including issue tracking, triaging, and crisis management.
- Organized, detail-oriented, and committed in producing high quality, on time results.
- Exceptional verbal and written communication skills as applied in systems documentation, client meetings, team interaction, etc.
- Ability to manage customer escalations (internally and externally) and negotiate resolution.
- Proven ability to work effectively across corporate functions (e.g. Sales, Services, Product Management, and Development).
- A strong passion for the customer’s success.
- A self-directed with demonstrated desire for continuous learning and improvement.
- Ability to work in a rapidly expanding and changing environment in an early-stage company.
- Familiarity with the e-commerce retail market, a plus.
- Bachelor’s degree required.
About the Opportunity
Small businesses are the backbone of our economy. Today, more than ever these businesses are struggling to survive and grow. Our mission is to help small businesses grow, make their lives easier and their businesses more efficient. We automate accounting for these businesses, so they can spend more time growing and less time dealing with operational hassle. Our SaaS platform automates accounting needs for thousands of online businesses (ecommerce, retail, etc.). If you’re passionate about solving real-world problems and lending a hand to the small business communities who are trying to survive in an ever-changing digital world, come join us!
Webgility is fully remote in the United States with offices in Scottsdale, AZ and Indore, India. We embrace flexibility and you can work from anywhere in the US.
Why Work for Us
We are a fast-paced group that thrives on innovation and collaboration that drives customer impact always. Webgility prides itself on empowering people and helping them learn, and offers tools for professional growth. Want to join a diverse group of thinkers, collaborators and a contagiously fun culture?
At Webgility, we value strong, positive relationships within our teams, our customer base, business partners and our communities. The ideal candidate will demonstrate a passion for product and technology, but also be a strong communicator willing to collaborate. We are looking for someone who is comfortable in fast-paced environments with competing priorities, excited by collaboration and driven to solve problems for small businesses!
The Impact You Will Make
- Become a Webgility product expert and articulate the product strategy and roadmap for the integrations / platform team, partnering closely with key stakeholders, both internally and externally
- Work closely with our architects, developers and designers to prioritize and deliver on high-impact initiatives
- Research and validate new opportunities through user research, data analysis, user testing, competitive analysis and customer interviews
- Identify and measure key success metrics for customer and business impact
What You Bring to the Table
- BA/BS in Computer Science, Business or related field required, graduate degree a plus
- 5+ years of product management experience with skills in product and technical leadership and comfortable in fast-paced, Agile environments
- Exemplary communication skills, including the ability to distill, refine and socialize key findings into stakeholder needs
- Ability to manage competing priorities, make recommendations, be able to compromise and develop new ideas with stakeholders and be able to deliver a consensus while keeping customer needs at heart
- Strong technical product expertise, including an innate understanding of technology and how to use it to deliver outstanding and innovative products
- Working knowledge of client/server, desktop, mobile, database, and development tools
- Strong comfort level with data; able to use data to analyze and monitor product adoption, set goals and metrics, and contribute to the prioritization of initiatives and features
- Proven track record of taking ownership and driving measurable outcomes with a history of successful delivery of large scale projects with high-quality, while managing the entire life-cycle
- Ability to think both strategically and tactically; equally comfortable with long-term planning and day-to-day progress tracking and execution
- Self-starter and able to motivate teams to deliver initiatives from conception to launch
Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses in retail and ecommerce succeed. We automate their operations (accounting, shipping, inventory, taxes) and give them unique insights so they can win. Webgility's SaaS platform automates ecommerce for thousands of businesses.
Webgility is currently remote in the United States with offices in Scottsdale, AZ and Indore, India. We embrace flexibility and you can work from anywhere in the US.
The main function of this role will be to serve the customer success team in providing them insights and reports to better support Webgility customers. We're experiencing tremendous growth and we need help meeting customer needs. If you have experience with operations and customer success, this could be the role for you.
Job Duties:
- Provide project / program management for internal Customer Success projects and manage day-to-day CS operations (e.g., reporting and analysis) as well as acting “internal consultant” for leadership to align on goals and execution
- Partner with Enablement to create and sustain training and onboarding materials for Customer Success
- Evaluate and administer CRM/CSM solutions, including customer success platforms that enable CS reps to gain key insights and allow focus on opportunity areas among a high-volume account list.
- Complete data analysis with large data sets to gather insights required to make key business decisions, such as retention/churn analysis, product adoption metrics, account tiering, retention forecasting, account health, NPS, adoption, etc. and set and measure KPIs.
- Define and document key processes across the Webgility Customer Lifecycle (e.g. account handoff, proactive touchpoints, cross-functional coordination, business reviews)
- Support leadership to set goals, targets, measure performance, and workforce/team planning
- Partner to drive Strategic initiatives such as customer-to-product feedback, customer experience, marketing, engagement initiatives
Qualifications:
- 3+ years’ experience within a SaaS based customer success or professional services organization.
- 2+ years working in CS Ops and/or Sales Operations
- Strong analytical skills and an aptitude for working with data
- Organized, detail-oriented, and committed in producing high quality, on time results.
- Ability to work independently and drive projects from start to finish in a fast paced environment
- Exceptional verbal and written communication skills as applied in systems documentation, client meetings, team interaction, etc.
- Proven ability to work effectively across corporate functions (e.g. Sales, Services, Product Management, and Development).
- A self-directed with demonstrated desire for continuous learning and improvement.
- Ability to work in a rapidly expanding and changing environment in an early-stage company.
- Familiarity with the e-commerce retail market, a plus.
- Bachelor’s degree required.
Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses in retail and ecommerce succeed. We automate their operations (accounting, shipping, inventory, taxes) and give them unique insights so they can win. Webgility's SaaS platform automates ecommerce for thousands of businesses.
Webgility is experiencing tremendous growth and we're looking for a Customer Success Specialist to help support our customers. As a Customer Success Specialist, you'll be the face of Webgility to our customer base during their most critical moments - driving product adoption, engagement, and helping them grow and scale their ecommerce business. If you're an experienced Customer Success Specialist, this is your opportunity to make a big impact!
Webgility is fully remote in the United States with offices in Scottsdale, AZ and Indore, India. We embrace flexibility and you can work from anywhere in the US but candidates located in Pacific, Mountain, and Central timezones are strongly preferred.
Responsibilities include:
- Strategically manage a book of Webgility’s large segment customers
- Manage the 90-day onboarding experience through a defined sequence for the start of our customer’s journey to drive product adoption and engagement
- Focus and guide customers to our outlined model adoption goals
- Using knowledge of Customer Health Scores to prioritize customers within your portfolio
- Proactively research industry trends and knowledge in ecommerce for SMB’s
- Drive successful experiences for our customers with emphasis on success factors, potential issues, and providing solutions
- Responsible for providing professional support to customers by utilizing strong project management skills
- Articulate and position the value we provide for customers (with a focus on proven success and ROI) through consistent measurement, reporting, and check-ins
- Conduct reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product expansion.
- Identify at-risk accounts and minimize monthly, quarterly, and annual churn rates.
- Leverage knowledge of SaaS and e-commerce industry best practices to provide excellent consultative support and ongoing value.
- Actively work with our Product and Marketing teams to provide feedback and other insight directly from customers.
- Collaborate with Support and Implementation teams to escalate any customer issues and make sure they are addressed in a timely manner
- Strategically targeting a portfolio of customers to better understand their business and upsell services
Qualifications:
- 3 + years relevant work experience in a customer-facing role, account management, or strategic consulting organization. SaaS and technical experience preferred.
- Excellent communication skills (both verbal and written), meticulous attention to detail, and resourceful problem-solving attitude
- Strong organization skills and superb capabilities with managing projects simultaneously and successfully
- Self-motivated individual with the desire for continuous learning and improvement
- Ability to work in a rapidly expanding and changing environment in an early-stage company.
- Demonstrated ability in driving customer retention and fostering meaningful client engagements
- An analytical and results focused mindset, coupled with a creative make-it-happen spirit
- Experience using CRM software (Salesforce & Outreach), Microsoft Office Suite (Word, PowerPoint, Excel) and Google Applications (Analytics, Docs, Sheets, Slides)
- Experience with QuickBooks or similar accounting software
- Strong interpersonal skills, and a proven track record of working cross-functionally to resolve customer issues
BONUS POINTS:
- Technical Support Experience
- Account Management / Customer Success Management
- Accounting Knowledge
Number of Positions: 3
For this role suitable candidates can be given flexibility of Permanent Work from Home even after COVID situation normalizes (We have been operating remotely since March 2020)
What will your job look like?
As a Technical Support Engineer your responsibilities (not necessarily limited to following) at Webgility will be:
- You will provide engineering expertise to troubleshoot, solve problems related to ecommerce and data integration.
- You will investigate, debug and reproduce issues, provide fixes and workarounds and verify changes to ensure continued operability of the software solution.
- Performing troubleshooting within customer environments focused on the resolution of customer reported issues.
- Answering product related queries raised by customers/partners through our support portal.
What would make you a Good Fit for the role?
- Willingness to work in US Time Shift.
- Experience in supporting .Net/SQL Server based products and/or custom application
- Knowledge of C#/.Net and database technologies (SQL Server/PostgreSQL) Replicate customer environments and work to identify & fix the root cause or provide interim workaround as needed.
- Provide technical support and work with customers to solve complex issues with the product in their environment.
- Anyone or more of the following databases Postgresql or RDBMS and basic query writing skills.
- Knowledge of troubleshooting tools such as curl, postman, fiddler, chrome debugger etc.
- Keeping customers/partners updated on the status of support tickets in a timely and effective manner.
- Escalating issues to the next level of support when you have reached the limits of your knowledge and tracking those cases to ensure you continue to learn.
- To contribute to the development of the customer support organization by participating in regular internal meetings and training sessions.
- Good interpersonal and communications skills. Excellent time management, decision making, prioritization and organization skills.
In case you find this matching with your previous experience, we welcome you to apply / Drop in your resume with Subject line TECHNICAL SUPPORT ENGINEER at career@webgility.com
Number of Positions: 3
Work from Home till the COVID situation normalize (We have been operating remotely since March 2020)
What will your job look like?
As a software engineer your responsibilities (not necessarily limited to following) at Webgility will be:
- Collaborate with a team of world-class engineers in solving problems relating to ecommerce, data integration, security, data analytics, and micro-services with high availability demands.
- Identify, prioritize and execute tasks in the software development life cycle.
- Develop tools and applications by producing clean, efficient code.
- Review and debug code.
- Reformulating existing code to ensure adherence to stipulated guidelines.
- Checking your code to detect and remedy errors and omissions.
- Testing your outputs to ensure that they are in excellent working order.
- Ensuring that outputs are visually appealing, user-friendly, and engaging.
- Deploying developments and monitoring uptake by the target audience.
What would make you a Good Fit for the role?
- B.E./ B. Tech / Bachelor's degree in Computer Science, Mathematics or equivalent job experience.
- Software development experience developing commercial software using C#
- Extensive experience with ASP.NET framework, SQL Server and design/architectural patterns (e.g. Model-View-Controller (MVC)) and WebAPI
- Extensive experience with unit testing/mocking frameworks
- Understanding of SOLID principles and design patterns
- Experience with scalable RESTful API development and deployment with .NET/C# technologie
- Experience with the SQL Server , Postgres
- Demonstrated problem solving and debugging skills
- And off course Good communication skills
- Experience with scalable RESTful API development and deployment with .NET/C# technologie
In case you find this matching with your previous experience, we welcome you to apply / Drop in your resume with Subject line SE/SSE .NET at career@webgility.com
Number of Positions: 3
Work from Home till the COVID situation normalize (We have been operating remotely since March 2020)
What will your job look like?
As an SDET your responsibilities (not necessarily limited to following) at Webgility will be:
- Reviewing product/ application requirements and preparing test scenarios.
- Executing tests on application functionality and usability.
- Analyzing test results on database impacts, errors or bugs, and usability.
- Preparing reports on all aspects related to the software testing carried out and reporting to the design team.
- Interacting with the product team to understand product requirements.
- Participating in design reviews and providing input on requirements, product design, and potential problems.
- Bug finding, reporting, and retesting.
- Will need to execute smoke and regression suits against different builds.
- Will have to write manual test cases and execute it on different platforms.
- Investigate customer problems referred by the technical support team.
Mandatory Skills:
- Should have good knowledge on all stages of Software testing.
- Should have good knowledge on STLC and all models of software testing.
- Should have hands-on experience on Test cases writing and executing.
- Ability to interpret systems flows.
- Experience in Agile process management methodology.
- Candidates with Problem Solving Skills, Generate Innovative Ideas
- Must be able to work independently, as well as within teams.
Desired Skills:
- A bachelor's degree in computer science or related field.
- Up-to-date knowledge of software test design and testing methodologies.
- Working knowledge of test techniques and compatibility with various software programs.
- Knowledge for Selenium or UFT (good to have)
- ISTQB Certified professional (good to have)
- Working knowledge of programming.
- Excellent communication and critical thinking skills.
- Good organizational skills and detail-oriented mindset.
In case you find this matching with your previous experience, we welcome you to apply / Drop in your resume with Subject line SE/SSE .NET at career@webgility.com
Number of Positions: 1
Work from Home till the COVID situation normalize (We have been operating remotely since March 2020)
What will your job look like?
As an 'Sr. Manager, Customer Support' your responsibilities (not necessarily limited to following) at Webgility will be:
- Improve customer support experience, create engaged customers and facilitate organic growth
- Own support metrics and KPIs including CSAT, AHT, Abandonment Rate, Retention, & First Response Time
- Take ownership of customers issues and follow problems through to resolution
- Proactive engagement in new process strategy and deployment to better Webgilitys customer experience
- Develop new support procedures, policies and standards for the broader Customer Support team
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer support agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industrys developments and apply best practices to areas of improvement where necessary
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Plan, adhere to, and manage the approved budget on a quarterly basis
- Ability to prioritize day to day tasks with overall business objectives
- Provide After Hours point of Escalation and leadership for Customer Issues.
Desired Skills:
- MBA/PGDM from Tier I/II Business School
- Minimum of 8 years of experience leading, mentoring, training and developing people (preferably technical support teams)
- Proven working experience in a leadership role in the Customer Support function preferably in SAAS based eCommerce industry
- Strong customer service, and interpersonal skills
- Excellent communication and presentation skills
- Excellent knowledge of management methods and techniques
- Working knowledge of customer service software, databases and tools
- Awareness of industrys latest technology trends and applications
- Ability to think strategically and to lead
- Customer orientation and ability to adapt/respond to different types of customers
- Strong logical troubleshooting and multi-tasking skills
- Go the extra mile to engage customers
- Ability to prioritize and manage time effectively
- Track record of over-achieving quota
- Ability to work in night shifts
In case you find this matching with your previous experience, we welcome you to apply / Drop in your resume with Subject line Sr. Manager, Customer Support at career@webgility.com
Number of Positions: 1
Work from Home till the COVID situation normalize (We have been operating remotely since March 2020)
What will your job look like?
As an Marketing Operations Analyst your responsibilities (not necessarily limited to following) at Webgility will be:
-
Work collaboratively with marketing stakeholders, including Sales, Marketing, and Product leadership to understand target customer needs and build a lead management system which drives conversion and revenue. Including:
- Evaluate existing Pardot architecture and provide recommendations
- Manage reporting and KPIs, providing actionable insights
- Build customer segmentation and bespoke funnels and tracking
- Prospect database maintenance
- Implement engagement and nurture programs including prospect and customer email
- Manage automation rules within Pardot (lead routing, lead scoring, etc)
- Support marketing campaigns and integrate them into the lead management system.
- Generate regular detailed reports on a variety of marketing activity performance to ensure visibility and team alignment with progress toward goals
Desired Skills:
- Customer focused. Proven ability to understand different customer segments and develop scalable solutions in Pardot.
- Highly analytical. Proven ability to use data to drive decisions
- Excellent verbal and written communication skills
- 2+ years of experience in Pardot (certification preferred but not required)
- 2+ years of Salesforce experience (certification preferred but not required)
- 5+ years in a marketing operations role
- Experience using Google Analytics, ChartMogul, Power BI, Outreach, Chili Piper, Intercom, GoToWebinar, and Clearbit preferred
In case you find this matching with your previous experience, we welcome you to apply / Drop in your resume with Subject line Marketing Operations Analyst at career@webgility.com
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