Upland Software

Role Description Reporting to the RVP, Strategy in one of Upland’s key business units, the Strategic Alliances Manager is responsible for building and managing alliances with other strategic technology partners to drive business growth, maximize commercial opportunities and expand market reach. This person will play a critical role in understanding new technology trends to help identify the next success for our product offerings and then leverage technology partners to achieve shared business objectives. We offer a fast-paced, innovative, collaborative environment where you can make a big difference, have fun, and take your career & earning potential to the next level. The strategic alliance manager needs to be self-motivated, highly versatile, engage in conversation with various internal and external stakeholders, and have excellent communication and interpersonal skills. Primary Responsibilities - Drive growth and sales opportunities through strategic partnerships and technology alliances. - Identify potential strategic partnership opportunities and collaboration areas. - Negotiate partnership agreements and contracts. - Manage and nurture existing partner relationships. - Stay updated with industry trends and technology partnership developments. - Be a key stakeholder and visionary in continuing to build on our key innovation. - Perform competitive analysis reviews of the market. - Collaborate with leadership, product, sales, and marketing teams on technology partnership initiatives. - Understand the needs of all stakeholders (internal, customers, and partners), and manage expectations. - Perform other duties and functions as assigned. Qualifications - 3-5 years of experience working in a strategic alliances/partner role. - Proven success of building and managing key strategic, high growth/high potential, global partnerships and alliances. - The ability to develop a clear strategy that aligns with the company's goals and the needs of partner organizations. - A clear and deep understanding of technology, monitoring industry trends, market dynamics, and competitor activities. - Existing relationships/experience with managing/knowledge of AWS, Microsoft, Elasticsearch, ServiceNow and/or Salesforce. - A flexible approach to work and experience of working across multiple time zones with differing industries and varying organizations. - Strong interpersonal, communication and relationship-building skills to cultivate partnerships with external organizations. - Worked effectively with cross-functional teams, including product management, marketers, and sales teams. - A desire to participate in relevant industry events, conferences, and networking opportunities. - A bachelor’s degree in business or technology focused subjects or a related field, or an equivalent combination of education and work experience. - A fun approach to the workplace and a real drive to succeed. Desired Skills - A deep understanding of knowledge management, contact center management or enterprise search and related technologies. - Developed “Go To” Market strategies around Generative AI technologies and Knowledge Management. - Experience of presenting and demonstrating in small or large group settings, working with executives to GM level. - Led regular pipeline reviews with sales teams to ensure pipeline information is thorough and accurate. - Flexibility to travel globally. Company Description Upland Software (Nasdaq: UPLD) is the intelligence layer that unifies and contextualizes enterprise knowledge, content, and data, turning isolated information into actionable outcomes for every human and agent. More than 1,100 enterprise customers rely on Upland's deep domain expertise to unlock the full value of their AI and agent-driven operating models, driving measurable outcomes across customer experience, employee productivity, and regulatory compliance. For more information, visit www.uplandsoftware.com .

• Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion. • Build and maintain strong, long-term relationships with customers by understanding their needs and aligning our solutions to meet their goals. • Identify any potential risks associated to customer health and retention and communicate through regular pulse updates. • Attend on-site customer meetings and relevant industry events • Serve as the voice of the customer, providing feedback to internal teams to improve products, services, and processes. • Monitor customer health metrics and reach out proactively to ensure customers stay engaged and successful. • Collaborate with support and technical teams to address and resolve customer issues promptly. • Support in renewal conversations, forecasting and communicating clear next steps to secure timely contract renewals. • Identify new opportunities for growth and expansion. • Assist with various special projects to support the Customer Success organization.

• Provide all levels of Technical Support assistance to the users of Objectif Lune's software and solutions by telephone, by email, system portal and through forums in a timely and efficient manner – ensuring excellent customer service standards are always maintained. (Respect SLA’s and KPI’s) • Process and provide software Activations • Provide expertise on the best use and practices of the software and environment. • Provide excellent customer service, understanding client queries quickly and providing concise, clear written and verbal instructions in order to reach a positive outcome on their issue. • Own and manage cases through their entire life-cycle, ensuring case administration is completed in line with departmental policy. • Perform all tasks required to provide impeccable customer service. • Replicate issues encountered by users for analysis. • Identify technical problems, propose potential solutions, implement’s them with users and document the interventions. • Inform users of best practices and transfer know-how on the optimal use of Objectif Lune's software’s. • Manage time and priorities according to the service standards. • Pro-actively maintain an in-depth knowledge of supported core product’s functionality, new features, and general updates. • Maintain relationships with key departments.

• 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.