Upland Software

• Lead and develop a high-performing Customer Success Management team • Drive a high-performance culture through coaching and feedback • Act as primary escalation point for customer portfolios • Collaborate cross-functionally to align on customer needs • Champion customer satisfaction and retention

• Lead and develop a team of 4 Customer Success Managers • Drive a high-performance culture through coaching and structured feedback • Act as primary escalation point for customer portfolios • Collaborate with Sales, Support, and Marketing teams to ensure customer satisfaction • Champion customer satisfaction, retention, and expansion

• Technical analysis, design, functional requirements scoping and documentation of prospective solutions • Configuration, development and implementation of demonstrations, proof of concepts and final solutions • Technical product and solution training • Track and record time and contributions across milestones for project completion or consultancy time spent

• Implementation Support: Configure and deploy BA Insight connectors and related components within customer or demo environments. • Assist in setting up integrations between BA Insight and systems like SharePoint, FileNet, iManage, or Documentum. • Support indexing, metadata enrichment, and data orchestration processes for enterprise AI use cases. • Technical Troubleshooting: Investigate, reproduce, and resolve technical issues escalated by customer-facing consultants or the Support team. • Analyze logs, monitor indexing and orchestration pipelines, and identify root causes of connector or configuration issues. • Collaborate with internal engineers to resolve complex technical challenges and document findings. • Testing & Validation: Execute and document functional, performance, and regression testing for connector and orchestration configurations. • Validate installations, upgrades, and patches prior to customer delivery. • Ensure configuration consistency across environments (Dev, Test, UAT, Production). • Documentation & Process Compliance: Maintain clear and accurate records of work performed, including environment details, configuration parameters, and troubleshooting notes. • Follow internal implementation methodologies, quality checklists, and escalation procedures. • Provide feedback to improve documentation, internal tools, and reusable scripts or templates. • Team Collaboration: Work closely with Senior Consultants, Support Engineers, and Project Managers to ensure technical readiness for project milestones. • Operate largely asynchronously, performing work during flexible hours that complement global project timelines.

Role Description We are looking for a Technical Consultant to join our India-based Center of Excellence team. The consultant will work behind the scenes to configure, test, and troubleshoot BA Insight components and integrations—supporting senior consultants and project managers who handle customer-facing activities. This is an ideal role for someone who is technically strong, detail-oriented, and eager to learn, but prefers to work in a supportive, back-end capacity rather than directly with customers. You’ll be part of a technical delivery team that ensures our implementations stay on track, issues get resolved quickly, and product deployments are consistent across environments. What would you do? - Implementation Support - Configure and deploy BA Insight connectors and related components within customer or demo environments. - Assist in setting up integrations between BA Insight and systems like SharePoint, FileNet, iManage, or Documentum. - Support indexing, metadata enrichment, and data orchestration processes for enterprise AI use cases. - Technical Troubleshooting - Investigate, reproduce, and resolve technical issues escalated by customer-facing consultants or the Support team. - Analyze logs, monitor indexing and orchestration pipelines, and identify root causes of connector or configuration issues. - Collaborate with internal engineers to resolve complex technical challenges and document findings. - Testing & Validation - Execute and document functional, performance, and regression testing for connector and orchestration configurations. - Validate installations, upgrades, and patches prior to customer delivery. - Ensure configuration consistency across environments (Dev, Test, UAT, Production). - Documentation & Process Compliance - Maintain clear and accurate records of work performed, including environment details, configuration parameters, and troubleshooting notes. - Follow internal implementation methodologies, quality checklists, and escalation procedures. - Provide feedback to improve documentation, internal tools, and reusable scripts or templates. - Team Collaboration - Work closely with Senior Consultants, Support Engineers, and Project Managers to ensure technical readiness for project milestones. - Operate largely asynchronously, performing work during flexible hours that complement global project timelines. Qualifications - 2–4 years of experience in technical support, software configuration, system integration, or quality assurance—preferably in a SaaS or enterprise software. - Prior experience with enterprise search, content management systems, or AI data processing pipelines is a plus. - Experience working in a team-based delivery model or shared service environment preferred. Requirements - Primary Skills - Core Engineering Fundamentals: Strong foundation in programming concepts (data structures, logic, debugging). - Basic proficiency in at least one language: Python, JavaScript, or similar. - Understanding of REST APIs, JSON, XML. - Enterprise Systems & Integration (Foundational): Basic understanding of how enterprise systems connect and exchange data. - Exposure to APIs and simple integrations. - Familiarity with platforms like SharePoint, OneDrive, or similar tools. - Enterprise Search (Conceptual Understanding): Basic knowledge of indexing, metadata, and search relevance (high level). - Understanding that search depends on data quality and structure. - AI Fundamentals (Conceptual): High-level understanding of LLMs (what they are, how they work at a basic level), grounding (data-driven responses), and hallucination (incorrect AI outputs). - Awareness of tools like Microsoft Copilot (usage-level familiarity is sufficient). - Troubleshooting Mindset: Ability to debug issues systematically, strong logical thinking, and willingness to investigate problems. - Ability to follow structured troubleshooting steps. - Secondary Skills - Familiarity with Windows Server environments, IIS configuration, and authentication protocols (OAuth, SAML, Azure AD). - Familiarity with enterprise content systems (SharePoint, iManage, Documentum, FileNet, etc.) is highly desirable. - Soft Skills - Technically curious and eager to grow into a senior consulting role over time. - Self-starter with strong attention to detail and the ability to work independently with minimal supervision. - Excellent written English and documentation skills (verbal fluency helpful but not mandatory). - Works well in structured processes, but willing to learn new tools and environments as the technology evolves. - Passionate about delivering an amazing customer experience. - Capable of working without a company office, with a fully remote team. - Growth Skills - Possesses a good work ethic; a self-starter with a desire to grow. - Always looking for better ways to get the job done. Work Schedule - Standard IST working hours with mandatory overlap (3–4 hours) with North American business hours (e.g., 6:00 PM – 10:00 PM IST). - Flexibility to alternate schedules with other CoE Project Managers to ensure consistent U.S. coverage. Qualification - Bachelor’s degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field or equivalent combination of knowledge and experience. - This role requires overlap with multiple time zones for planning meetings, status updates etc. on a regular basis. The duration of these overlaps can change depending on the type of meeting. - Upland India has the flexibility to manage your working hours accordingly to help in your work-life balance.

• Lead and participate in technical meetings with enterprise customers, including troubleshooting sessions and go-live support calls. • Translate complex technical details into language understandable by both technical and non-technical stakeholders. • Calmly manage tense situations and help de-escalate when technical issues or deadlines create pressure. • Configure, integrate, and optimize BA Insight connectors with systems such as SharePoint, FileNet, iManage, and other enterprise repositories. • Utilize REST APIs and scripting to implement or extend integration logic. • Troubleshoot complex issues across multi-tier environments including application servers, connectors, indexing services, and authentication systems. • Support orchestration pipelines that prepare data for LLM/AI consumption. • Work closely with Project Managers, Solutions Consultants, and Support to ensure project milestones are met. • Partner with Product and R&D to identify defects, suggest enhancements, and test new connector functionality. • Maintain detailed technical documentation and logs of customer work.

• Lead discovery sessions with customer executives and stakeholders to understand business needs and priorities. • Design and deliver presentations, demos, and solution concepts that align InGenius and Panviva capabilities with Prospect outcomes. • Clearly articulate InGenius and Panviva differentiation and advantages, ensuring customer confidence. • Lead pilots and Proof of Concepts (PoCs), providing technical guidance and ensuring successful outcomes. • Act as an industry thought leader, shaping solution narratives with deep customer and market insights. • Represent Upland at events, webinars, and executive briefings, showcasing innovation and value. • Support pipeline generation through solution workshops, proposals, and RFP responses. • Collaborate with product, engineering, and partner teams to influence roadmap and deliver customer impact. • Mentor junior SCs and contribute to the SC community at Upland, fostering an inclusive, learning-first culture.

• Manage a portfolio of approximately 10-20 accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth. • Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion. • Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors. • Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, grow and mature our customers. • Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support. • Senior level relationship ownership and management. • Understand clients’ business and identify opportunities for Upland to add value. • Provide leadership and insight into customer’s objectives, process and technology roadmaps. • Identify any potential risks associated to customer health and retention and communicate regularly to leadership team. • Collaborate with internal cross-functional teams to create and execute risk mitigation plans. • Facilitate multiple moving parts, resources & communication chains. • Manage customer subscription renewals, including proposal development, estimates and commercial negotiations. • Identify new opportunity (growth) and drive expansion within existing customer portfolio.

• Manage a portfolio of approximately 10-20 accounts • Own, drive, and manage the end-to-end customer relationship • Define and execute success plans for maturing and expanding customer accounts • Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services • Maintain a highly collaborative relationship with the customer and with internal teams • Understand clients’ business and identify opportunities for Upland to add value • Provide leadership and insight into customer’s objectives • Identify any potential risks associated to customer health and retention • Collaborate with internal cross-functional teams to create and execute risk mitigation plans

• Serve as a trusted advisor to our most strategic Prospects and Customers • Combine deep industry knowledge with technical expertise to design solutions • Lead discovery sessions with customer executives and stakeholders to understand business needs • Design and deliver presentations, demos, and solution concepts that align capabilities with Prospect outcomes • Clearly articulate differentiation and advantages, ensuring customer confidence • Lead pilots and Proof of Concepts (PoCs), providing technical guidance • Act as an industry thought leader, shaping solution narratives with deep insights • Represent Upland at events, webinars, and executive briefings • Support pipeline generation through workshops, proposals, and RFP responses • Collaborate with various teams to influence roadmap and deliver customer impact • Mentor junior SCs and contribute to a learning-first culture