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 and a passion for working with technology. In order to help ensure all aspects of this position are performed as expected, measurable metrics will be provided along with regularly scheduled performance reviews. This full-time, permanent position reports to the CEO

What you'd be doing:

Customer Service

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

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

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

·       Maintain records of customer call problem/description details

·       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

 

Event Management

·       Set up webcast 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       

·       Coordinate with team members to manage the delivery of key event related elements

·       Perform event tasks including: conference bridge scheduling, work order processing, data input, answering event audience member inquiries, location design edits and custom reports generation

·       Provide live webcast & virtual show monitoring and platform trainings as requested

·       Perform other webcast and virtual event related activities as needed

 

What we'd like to see:

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

·       Customer service experience required

·       Superior organizational skills

·       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

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

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

ekos_ is an Equal Employment Opportunity employer.

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