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Job Title: Data Engineer – Customer Success Analytics
Location: Hybrid, Ultralag, Heredia
Education: Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field (or equivalent experience)
Experience: 2+ years in data engineering, analytics engineering, or similar roles
No of Openings: 1

Summary:

• The Data Engineer – Customer Success Analytics is responsible for building and maintaining the data infrastructure that supports Customer Success operations and decision-making.
• This role focuses on developing scalable data pipelines, improving data models, and ensuring high-quality, reliable datasets for reporting and analytics.
• The ideal candidate is hands-on, detail-oriented, and passionate about transforming complex data into actionable insights that drive customer outcomes, operational efficiency, and future automation initiatives.

Roles and Responsibilities:

• Design, build, and maintain ETL/ELT pipelines from systems such as Salesforce and other operational platforms into data warehouses (e.g., Snowflake).
• Audit, normalize, and restructure existing data models, tables, and views to improve performance, consistency, and usability.
• Develop clean, scalable, and analytics-ready data models to support dashboards, reporting, and operational workflows.
• Translate business requirements (e.g., ARR, renewals, churn, consumption, customer health) into structured and well-documented data definitions.
• Investigate and resolve data discrepancies by identifying root causes and implementing long-term fixes.
• Optimize query performance, data processing, and overall data warehouse efficiency.
• Implement data validation frameworks, monitoring processes, and quality controls to ensure data accuracy and reliability.
• Document data lineage, transformations, and definitions to support governance and transparency.
• Collaborate with Data Analysts, Customer Success teams, and Operations to build scalable and reusable datasets.
• Prepare structured datasets to support automation initiatives, reporting improvements, and future AI-driven use cases.

Required Skills:

• 2+ years of experience working with data in roles such as Data Engineer, Data Analyst, Analytics Engineer, or similar.
• Strong SQL skills and experience with ETL/ELT processes and data modeling.
• Experience with at least one programming language (e.g., Python, Scala, C#, or similar).
• Hands-on experience with data warehouse technologies (e.g., Snowflake, BigQuery, Spark).
• Familiarity with data build tools such as DBT.
• Experience with version control tools (Git/GitHub) and development workflows.
• Strong understanding of data modeling principles (normalization, dimensional modeling, schema design).
• Proven ability to identify and improve data pipeline and reporting performance.
• Strong analytical and problem-solving skills, particularly in resolving data inconsistencies.
• Ability to work cross-functionally and communicate technical concepts clearly.
• English C1

Desired Skills:

• Experience working with Salesforce data models (Accounts, Opportunities, Contracts, Subscriptions).
• Familiarity with tools such as Tableau, Gainsight, or similar analytics platforms.
• Experience supporting SaaS or subscription-based business models (ARR, renewals, churn, consumption).
• Exposure to automation, predictive analytics, or AI-related data preparation.
• Experience with data governance, access control, and documentation standards.
• Knowledge of REST APIs and server-side technologies (e.g., Node.js, TypeScript, Python).

Job Title: Salesforce CPQ Quoting Specialist & Process Analyst
Location: Ultralag, Heredia (Hybrid)
Experience: 5+ years (SFDC/CPQ focus)
Education: Bachelor’s degree preferred
No. of Openings: 4

Summary:

• The Salesforce CPQ Quoting Specialist & Process Analyst is responsible for building both complex, customized quotes and high-volume transactional quotes with a strong focus on accuracy, consistency, and speed.
• This role partners closely with the sales team to ensure quotes are properly structured, aligned with business rules, and delivered efficiently to support the sales cycle.
• Additionally, this role contributes to evaluating and improving the overall quoting process by analyzing workflows, identifying inefficiencies, and providing actionable recommendations to enhance scalability, streamline operations, and improve stakeholder experience.

Core Responsibilities:

• Configure and build complex quotes for custom solutions, ensuring all client needs and specifications are met
• Generate high-volume, straightforward quotes efficiently and accurately
• Ensure all quotes adhere to company policies and pricing strategies
• Coordinate end-to-end quote lifecycle, including handling non-standard requirements
• Develop expertise in proprietary tools to shape opportunities and translate them into Salesforce quotes
• Analyze current quoting processes to identify areas for improvement
• Collaborate with Sales Operations to understand challenges and streamline workflows
• Provide actionable feedback and recommendations to enhance efficiency and accuracy
• Ensure compliance with company policies
• Address and escalate issues related to quote generation
• Collaborate cross-functionally to resolve complex quoting challenges
• Partner with Global Evergreen Subscriptions Portfolio Sales team
• Act as a liaison between Sales Operations, Account Executives, Deals Desk, and management
• Participate in cross-functional meetings to align processes and strategies
• Track and report on quote outcomes, including win/loss insights and key metrics

Required Skills:

• Proven experience in a sales, quoting, or process improvement role
• Strong expertise in Salesforce (SFDC) – minimum 5 years required
• Experience with Salesforce CPQ and quote configuration
• Strong analytical skills with focus on process optimization, cost structures, and contract terms
• High attention to detail and strong numerical aptitude
• Excellent communication and interpersonal skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

Desired Skills:

• Bachelor’s degree
• Experience working with Sales Operations, Deals Desk, and cross-functional teams
• Experience in high-volume quoting environments
• Familiarity with proprietary quoting or sales tools
• Experience analyzing workflows and driving process improvements

Location: Ultralag, Heredia (Hybrid)
Experience: 1–3 years
Education: Associate degree or equivalent work experience
No. of Openings: 1+

Summary:

• The SAM Back Office Analyst supports Service Account Managers (SAMs) by owning back-office activities related to processing documentation, reporting, and data management.
• This role ensures consistency, quality, and timeliness of information used for decision-making, while contributing to process standardization and operational efficiency.
• The analyst will work closely with cross-functional teams to maintain documentation, build reports and dashboards, validate data accuracy, and provide insights through structured reporting and executive summaries. This is a detail-oriented role requiring strong organizational skills and a proactive, service-oriented mindset.

Core Responsibilities:

• Support frontline Service Account Managers (SAMs) by managing back-office activities related to documentation and reporting
• Create, maintain, and update standard operating procedures (SOPs) for recurring account management activities
• Design, build, and maintain recurring reports and dashboards using tools such as ServiceNow and Salesforce
• Standardized report templates, including layout, metrics, naming conventions, and formatting for consistency
• Perform data quality checks and reconcile key data across systems to ensure accuracy
• Prepare executive summaries highlighting trends, risks, and recommended actions
• Monitor report delivery timelines, quality, and stakeholder feedback, and address any issues
• Propose and implement process improvements to reduce manual work and improve clarity and efficiency
• Collaboration with Service Account Managers, Technical Support, and Implementation teams

Required Skills:

• 1–3 years of experience in customer success, technical support, professional services, or similar roles
• Strong attention to detail and structured writing skills
• Proficiency in spreadsheets and presentation tools (Excel/Google Sheets, PowerPoint/Slides)
• Basic data analysis and interpretation skills
• Strong time management and ability to handle multiple recurring deadlines
• Clear and professional written and verbal communication skills
• Ability to work on multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office or Google Workspace
• English B2+-C1

Desired Skills:

• Experience working with reporting tools or platforms such as ServiceNow or Salesforce
• Exposure to working with Service Account Managers or customer-facing teams
• Experience creating SOPs or processing documentation
• Experience in process improvement or operational efficiency initiatives
• Service-oriented mindset focused on supporting frontline teams

Location: Ultralag, Heredia (Hybrid)
Experience: 3+ years
Education: Associate’s degree or equivalent preferred
No. of Openings: 1+

Summary:

• The Asset Recovery Analyst is responsible for supporting asset recovery operations by ensuring accurate reconciliation between internal systems and third-party logistics partners.
• This role plays a key part in maintaining data integrity across the service logistics network, managing return transactions, and supporting billing and recovery processes.
• The analyst will work closely with internal teams and external partners to monitor return dispatches, resolve transaction issues, and provide reporting insights to drive operational improvements.
• This is a highly detail-oriented role requiring strong analytical skills and the ability to manage tasks independently in a fast-paced environment.

Core Responsibilities:

• Monitor return dispatches and ensure alignment between ERP systems (e.g., SAP) and third-party return transactions
• Identify failed or incorrect transactions, investigate root causes, and implement corrections
• Track daily and weekly defective return locations (e.g., UPS) to identify processing issues and resolve open transactions
• Maintain a consolidated log of defective transactions, including root cause and corrective actions
• Provide weekly reconciliation reports and highlight areas requiring remediation to leadership teams
• Support monthly and quarterly close processes by addressing transaction discrepancies
• Identify activities supporting billing and payment processes within asset recovery
• Collaborate with third-party partners and internal IT teams to ensure system alignment
• Respond to customer and partner inquiries related to return labels and instructions
• Participate in ongoing projects, meetings, and provide regular updates on operational activities

Required Skills:

• 3+ years of experience in data analysis within a service parts, logistics, or supply chain environment
• Experience working with ERP systems such as SAP or Oracle
• Strong analytical and problem-solving skills
• Advanced Excel/Google Sheets skills (VLOOKUP, Pivot Tables, Concatenate)
• High attention to detail and accuracy
• Strong written and verbal communication skills
• Ability to work independently in a remote environment
• Proficiency in Microsoft Office or Google Workspace

Desired Skills:

• Basic understanding of global logistics and trade management
• Experience with service planning or logistics systems (e.g., UPS, Baxter)
• Experience supporting billing and asset recovery processes
• Ability to work in global or cross-functional environments
• Additional language skills beyond English

Location: Ultralag, Heredia (Hybrid)
Education: Bachelor’s degree in Business, Operations, Project Management, or related field (or equivalent experience)
Experience: Experience in a project coordinator, project support, or operations coordination role
No of Openings: 1

Summary:

• The Project Coordinator – Advanced Services Modernization Program supports execution across multiple workstreams within Professional Services Operations.
• This role is responsible for maintaining project plans, tracking milestones, managing dependencies, and coordinating cross-functional activities.
• The ideal candidate is highly organized, detail-oriented, and capable of driving day-to-day coordination, data accuracy, and stakeholder alignment across modernization initiatives.

Roles and Responsibilities:

• Coordinate project schedules, meetings, and deliverables across cross-functional teams.
• Maintain project plans, trackers, risk logs, and status reports to ensure accurate project visibility.
• Monitor project timelines and follow up on action items and deliverables to ensure deadlines are met.
• Prepare and maintain project documentation, reports, meeting agendas, and meeting minutes.
• Facilitate communication between stakeholders, vendors, and internal teams to ensure alignment and effective information flow.
• Track project risks, issues, and dependencies and escalate when necessary.
• Support project rollouts, training coordination, and operational readiness activities.
• Maintain project documentation repositories and reporting dashboards.
• Coordinate project meetings, workshops, and status reviews.
• Assist project and program managers with reporting, documentation, and coordination activities.
• Ensure project actions and deliverables are completed and properly documented.
• Provide regular project status updates and progress reporting.

Required Skills:

• Experience in a project coordinator, project support, or operations coordination role.
• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Experience coordinating meetings, schedules, and cross-functional project activities.
• Experience maintaining project plans, trackers, status reports, and documentation.
• Ability to track action items, risks, and issues and follow up to ensure completion.
• Experience with project tracking tools such as Asana, Jira, or MS Project.
• Ability to work independently and coordinate across multiple teams and stakeholders.
• Strong attention to detail and problem-solving skills.

Desired Skills:

• Experience supporting project rollouts, training coordination, or operational initiatives.
• Google Suite or Microsoft Office
• ServiceNow