Customer Success Specialist

_

Charlotte, NC
 — 
Full Time

Ekos is seeking a Customer Success Specialist to join our team as a principal liaison between our customers and our product. This position primarily works with end users, providing each 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 identify missed opportunities, and a passion for working with small businesses and technology. In order to ensure all aspects of this position are performed as expected, metrics will be provided with regular performance reviews. This full-time, permanent position reports to the Manager of Customer Success.


What you'd be doing:

Customer Service

  • Develop strong relationships with Ekos customers by proactively engaging and educating them on best practices
  • Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps
  • Explain technical concepts to non-technical users with empathy, clear communication methods, and patience
  • Work collaboratively with the Marketing, Product, Sales, and Support teams to develop and promote new features
  • Receive direct feedback from users and team members and quickly implement changes and recommendations
  • Perform other customer service tasks as needed

 

Customer Optimization

  • 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
  • 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
  • Strategically track customer interactions and concerns to provide data and feedback to product and support teams to continually improve the customer experience
  • Convert struggling customers intoEkos superusers through superior customer care, including handling escalated customer calls
  • Provide additional remote and/or onsite training for ekos_ops customers as needed
  • Suggest product ideas or software feature requests that will better serve our customers

Webinar and Event Management

  • Set up 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      
  • Deliver multiple weekly, live training webinars on Ekos features and functions using Zoom
  • Participate in and present at Ekos hosted user events and conferences as needed

What we'd like to see:

  • Bachelor’s degree in Marketing, Communications, Business, or equivalent work experience
  • Customer service experience required, customer success industry experience preferred
  • Excellent listening, writing, speaking, explanation, and presentation skills
  • Superior organizational skills for email, individual calendar, company Share Point, and Knowledge Base articles
  • Ability to multi-task, prioritize, and manage time effectively without strict guidelines
  • Strong ability to work independently and with a team
  • A passion for small businesses and technology
  • Web and technology savvy
  • Must be able to work from office located in Charlotte, NC
  • Ability to work a flexible schedule, with advanced notice

Bonus

  • Experience with financial systems and Generally AcceptedAccounting Principals (GAAP)
  • Experience working with small businesses in the craft beverage/product industry
  • Experience with software as a service (SAAS) applications
  • Experience with other ERP solutions
ekos_ is an Equal Employment Opportunity employer.

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