Onboarding & Implementation Specialist

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Charlotte, NC
 — 
Full Time

Ekos is seeking an Onboarding and Implementation Specialist to join our team and help us support our growing customer base. The ideal candidate will possess a positive, energetic attitude, with a self-starter approach to work. They must be highly motivated with demonstrated passion for everything technology and have an ability to thrive in a fast-paced and dynamic work environment. This person should be detail-orientated, well-organized, and able to manage multiple customer requests simultaneously. In order to help ensure all aspects of this multifaceted position are performed as expected, metrics will be provided along with regularly scheduled performance reviews. This full-time, permanent position reports to the Manager of Customer Success.  

What you'd be doing:

  • Manage the onboarding and implementation process of 80+ new customers each month
  • Build new customer Ekos instances within 2 business days of receiving all information
  • Successfully manage customer handoff between Sales and Onboarding by providing clear direction and communication
  • Communicate with new users when their customized Ekos instance is ready and offer thorough next steps for implementation
  • Monitor customer activity for the duration of their four-week onboarding engagement and ensure they are following implementation best practices
  • Manage customer information in company CRM, including but not limited to 1:1 trainings, customer issues, accounting integration status, etc.
  • Become an Ekos product expert and provide clear, effective, and efficient training for new Ekos users, acting asa trusted Ekos advisor
  • Explain technical concepts to non-technical users with empathy, clear communication methods, and patience
  • Work with company case management system, Zendesk, tracking support tickets as assigned and following through to completion in a timely manner
  • Answer basic technical questions and capture feedback to share with Support and Product
  • Work with other departments as needed to find solutions to customer concern or complaints, including but not limited to Sales, Support, and Product
  • Ensure customers are set up for success by managing a smooth transition and handoff between Onboarding and Technical Support

What we'd like to see:

Basic Requirements

  • Bachelor’s degree in Marketing, Communications, Business, or equivalent work experience
  • Customer service experience required
  • A passion for small business, technology, and most importantly for teaching, coaching, helping customers by sharing your knowledge
  • 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
  • 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 Accepted Accounting Principals (GAAP)
  • Experience working with small businesses in the craft beverage/product industry
  • Experience with software as a service (SAAS)applications, particularly in a customer success role
  • Experience with other ERP solutions
ekos_ is an Equal Employment Opportunity employer.

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