Customer Success Specialist

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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.

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