Customer Success Specialist


Charlotte, NC
Full Time

Ekos is seeking a Customer Success Specialist to join our team as a principal liaison between our clients and our product. This position primarily works with customers, providing each one with professional, conscientious, and effective service while moving at a fast pace to meet established goals. The ideal candidate will possess a strong customer service background, proven relationship-building skills, the ability to provide understandable and effective training, and a passion for working with technology. In order to ensure all aspects of this position are performed as expected, measurable metrics will be provided along with regular performance reviews. This full-time, permanent position reports to the Customer Success Manager.  

What you'd be doing:

Customer Service

- Develop strong relationships with customers by proactively engaging and educating them on Ekos benefits

- Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps

- Maintain records of customer problems with description details in Zendesk Sell

- Resolve all customer issues by making quality decisions as an expert on behalf of Ekos

- Work collaboratively with the marketing, product, sales, and customer support teams to develop and promote initiatives

- Perform other customer service tasks as needed


Customer Training

- Provide in-depth training and support via phone, email, webinars, or screen shares

- Be an Ekos product expert and provide clear, effective, and efficient training for customers either through 1:1 sessions or large group webinars

- Deliver weekly, live training webinars on Ekos features and functions

- Adapt to and understand production processes for beer, wine, cider, kombucha, food, beverage, and all Ekos product lines

- Speak to all Ekos features, integrations, and modules and encourage users to optimize their instance through 1:1 calls and trainings


Webinar Management

- Setup webinars and virtual event elements such as registration pages, emails, content, locations, surveys, and archives with a goal to increase awareness, product knowledge, and adoption of Ekos core features     

- Manage webinar series and topic offerings as requested

- Provide live webinars and trainings as requested

What we'd like to see:

 - Bachelor’s degree in marketing, communications, business, or equivalent work experience

- Customer service experience required

- Ability to receive direct feedback from users and team members and quickly implement changes and recommendations

- Superior organizational skills for email, individual calendar, company Share Point, and Knowledge Base articles

- Ability to multi-task, prioritize, and manage time effectively

- Excellent listening, writing, speaking, and presentation skills

- Strong ability to work independently and with a team

- A passion for small business, technology and most importantly for teaching/coaching/helping customers and sharing your knowledge

- Web and technology savvy

- Must be able to work from office located in Charlotte, NC

- BONUS POINTS: Experience with financial systems and Generally Accepted Accounting Principals (GAAP)

ekos_ is an Equal Employment Opportunity employer.

Apply now.

We're excited to meet you! Fill out the form below and we'll talk to you soon.

We got it! Thanks.

Your application has been received.
Oops! Something went wrong while submitting the form.