Scribe Software - Careers at Scribe

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About Scribe

Three Bedford Farms Drive
Bedford, NH 03110 USA

phone: 1.603.622.5109
fax: 1.603.622.3862
email: info@scribesoftware.com

CAREERS AT SCRIBE

Scribe is located in Bedford, New Hampshire, just outside of Manchester and less than an hour from Boston. We have a casual and flexible work environment, with a dedicated group of people.

The following positions are available:

Director of Services
Marketing Director
Technical Support Analyst
Training Developer/Trainer

Position Title: Director of Services

Position Type: Fulltime

Salary: Base, plus variable compensation; commensurate with experience

Position Description

The Director of Services position is a member of Scribe's management team and reports to the Executive Vice President. The Director of Technical Services will be highly motivated and self directed with a strong background in leading world-class, global technical support operations. The ideal candidate must have a proven track record leading support operations that deliver a differentiated customer experience and measurable strategic advantage.

Duties and Responsibilities:

Direct the support team in delivering a world-class support experience to customers and partners.
Define support programs, policies, and procedures that meet the needs of customer and partners while supporting the company's growth and profit objectives.
Develop support and consulting service level agreements (SLAs). Manage the team to consistently meet established SLAs.
Advocate on behalf of customers and partners within the management team and other departments in the company.
Implement programs, procedures, and systems to drive the efficiency, sustainability, and scalability of support and consulting operations while delivering a world class support experience to our customers and partners.
Direct and manage the consulting team including a Scribe MVP program of independent consultants to provide services to customers and partners.
Hire, mentor, and develop the consulting and support teams. Define personal performance plans for staff based upon objective success metrics and manage to consistent achievement across the team.
Develop and manage a process to gather direct feedback from customers and partners regarding our support and service operations and establish a process for continuous improvement.
Establish success metrics for consulting and support and establish a system for tracking and managing to these metrics.
Develop and manage to an ongoing operational budget.

Qualifications:

Minimum of ten (10) years experience in technology based service and support with a minimum of five (5) years in a management position, preferably supporting a large partner channel in a global environment. Qualified candidates will have a technical degree and possess the following skills:

Demonstrated experience supporting external customers in a global setting
Working knowledge of managing a support center for technical software products
A strong track record of customer advocacy
Experience defining support processes and service level agreements (SLAs)
Proven ability to manage a support operation to meaningful metrics and SLAs
Strong interpersonal and communication skills.
Adaptability to a fast paced environment and able to quickly understand facts and assumptions and recommend and implement future courses of action.
Self-motivated, self-starter with strong ability to operate with minimal guidance/direction.
Experience supporting ERP, CRM, or data integration software products is preferred
Experience managing a team of employees and outside contractors
Strong leadership and motivational skills
Excellent presentation, communication, and influencing skills
Strong team player
BS required, MBA is a plus

Metrics:

Will be measured on:

Customer satisfaction
Meeting or exceeding SLAs
Delivering a world-class support experience

Contact: jobs@scribesoft.com

Position Title: Marketing Director

Position Description

We are a dynamic and growing company looking for an experienced marketing communications director. Primary focus will be the marketing of our Scribe Insight software to our extensive channel of resellers. Candidates must be savvy in web marketing and have a strong sense of offline marketing as well. The position reports to the EVP of Marketing & Sales, is responsible for the overall leadership, development, implementation and measurement of a comprehensive marketing plan that integrates the company's strategic goals and annual sales plan.

Responsibilities include:

Develop and oversee the execution of a focused marketing plan that will increase customer and reseller acquisition, and position Scribe Insight as the leading mid-market integration tool. This role also includes responsibility for the sales and marketing readiness of the Scribe reseller channel. Responsibilities include:

Initiate, execute and manage marketing communications programs designed to promote the Scribe Software brand among the business applications channel market, prospective customers, and influencers within the primary vendor organizations such as Microsoft.
Determine the event marketing participation schedule and oversee the marketing plans, logistics and metrics associated with each event.
Develop and produce effective communications pieces and marketing collateral that convey the Scribe Software value proposition to channel partners, prospective customers and other audiences.
Develop, execute and measure lead generation programs designed to fill the sales pipeline with qualified prospects.
Support sales force with sales collateral and programs designed to increase lead flow and closing ratios.
Develop robust case study and testimonial programs to highlight customer successes.
Oversee the content of corporate web site with goal of making it an effective selling tool and a valuable resource for prospects, Scribe resellers and customers.
Management of the Scribe reseller readiness program which provides tools and resources to enable resellers to effectively market, position, and sell migration and integration solutions using Scribe Insight.
Management of new product launches including the develop and provide the marketing communications and sales tools that enable the Scribe sales team and Scribe resellers to effectively sell new products or new versions of existing products.
Management of the marketing-related component of Scribe's internal CRM implementation.

Qualifications:

BA or BS in Marketing, Business Administration, English or related field.
5-7 years of experience in a leading channel marketing position within the B2B technology marketplace.
Should have experience leveraging web 2.0 technologies to target new audiences and measure marketing results.
Must possess excellent verbal and written communication skills to present ideas to management, create and approve written materials.
Must have strong project management skills including: attention to detail, skill at meeting deadlines, and ability to lead multiple, complex functions and activities concurrently in a fast paced environment.
Must possess strong interpersonal skills to work effectively within a team environment and deal with internal and external customers, vendors, and resellers.
Must possess the analytical and decision making skills to develop and assess creative concepts and turn them into practical applications.
Proven experience with on-line marketing efforts including writing for the web, SEO and email marketing.
Must be proficient with a CRM application.
Must be proficient with Microsoft Suite: Word, Excel, PowerPoint.
Must be action and results oriented with a sense of urgency to work in a fast-paced growth oriented business environment.

Contact: jobs@scribesoft.com

Position Title: Technical Support Analyst - Level III

Reports to: Director of Services

Position Type: Full time, Exempt

Description:

Technical Support Analyst Level III reports to the Services Director. The responsibilities for the position combine software technical support and systems analysis, training, and consulting focused on helping Scribe's customers and resellers be more successful using its products. The position requires a well rounded professional with experience in the software industry and customer facing skills that can be applied to the broad areas of responsibility.

Responsibilities:

Responsibilities include, but are not limited to:

Resolve 2nd and 3rd level technical support cases and per incident paid support cases thorough analysis and systematic procedures to Scribe�s Resellers and End-users
Contributing to the development of technical resources such as knowledge base articles and technical documentation
Design, develop or duplicate customer�s data migration/integration solutions
Clearly documenting problem descriptions, defects, and resolutions in the technical support system
Provide remote consulting services
Develop end-user prototype solutions
Delivering training to partners and customers, primarily by the Web
Maintaining relationships with OEM partner help desks including training and escalation process
Some travel could be required to deliver on site training and consulting

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills and Experience:

Extensive experience with relational databases, SQL queries, and data conversion/integration.
Experience configuring and/or supporting business enterprise applications (CRM, ERP, etc.).
Experience with Microsoft Dynamics GP, CRM, NAV or AX or other CRM-based applications such as Salesforce.com and/or Saleslogix is highly desired.
DBA background is highly desired.
Strong oral and written communication skills with a demonstrated ability to speak, write, and communicate in English.
Well developed organizational skills, a detail orientation and the ability to work both independently and as part of a team are essential.
Strong problem-solving skills.
Experience with Windows administration and networking.
Prior training and consulting experience.
Desire to learn new things.

Education:

BA/BS Degree in computer related course of study
Computer and software certifications are a plus

Compensation:

Salary: Base commensurate with experience
Opportunity for variable compensation incentives
Health benefits plan
2 Weeks paid vacation
401K plan

Contact: jobs@scribesoft.com

Position Title: Training Developer/Trainer

Reports to: Director of Services

Position Type: Full time, Exempt

Description:

The Technical Trainer reports to the Director of Services and is responsible for the delivery and creation of training for technical consultants in the CRM and ERP space. This position will work closely with Scribe's Support and Engineering teams to deliver and develop successful training online and in person. The successful candidate will be a self-directed, process-oriented individual with strong verbal and written communications skills.

Responsibilities:

Responsibilities include, but are not limited to:

Delivers technical training for a technical audience
Serves as a subject matter expert (SME) on a variety of Scribe Products
Provides appropriate feedback to develop participants' knowledge and skills.
Works with e-learning designer to develop on-line and classroom training, including lesson plans, participant materials, tests and evaluation tools.
Ensures program quality and company standards; updates materials as needed.
Coordinates and schedules training sessions
Assists the Technical Support team.
Conducts post-training and support surveys.

Experience Requirements:

MIS with relevant work experience.
2 years of experience delivering and developing training to highly technical audience.
Knowledge of, and experience with, CRM and ERP systems and database integration/migration.
Detail oriented with exceptional follow-up skills.
Ability to multi-task and establish priorities in fast-paced software development environment.
Strong interpersonal, communication and analytical skills.
Experience with Adobe Breeze and Robohelp and other e-learning software.

Education:

BS Degree in either English, instructional design, or information systems.
Computer and software certifications are a plus.

Contact: jobs@scribesoft.com

Scribe Software Corporation
Attn: Human Resources Manager
Three Bedford Farms Drive
Bedford, NH 03110
phone: 1.603.622.5109
fax: 1.603.622.3862

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