Sorry, this listing is no longer accepting applications. Don’t worry, we have more awesome opportunities and internships for you.

Customer Implementation Specialist

Ekos Software, Inc.

Customer Implementation Specialist

Charlotte, NC
Full Time
Paid
  • Responsibilities

    ABOUT EKOS:

    Ekos is the industry leader in providing management software to independent craft manufacturing businesses – currently focusing on craft beverages. Ekos partners with over 1,600 craft beverage producers to manage their day to day operations in inventory, production, sales, and accounting.

    POSITION DESCRIPTION:

    Ekos is seeking a Customer Implementation Specialist to join our team and help us support our growing client base. The ideal candidate will possess experience in the customer success industry, a positive attitude, and a self-starter approach to work. They must be highly motivated with demonstrated passion for engaging with new customers and an ability to thrive in a fast-paced and dynamic work environment. Finally, this person should be detail-orientated, well-organized, and able to manage multiple customer requests simultaneously without the need of being micromanaged. 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.  

    RESPONSIBILITIES:

    • Engage with customers following the sale of Ekos to collect data and other information required to customize their platform solution
    • Confirm accurate setup of Ekos platform solution and deliver to the customer within 48 hours of receiving their data
    • Own the onboarding journey and project plan for a minimum of 20 new customers at any given time, detailing the tasks that need to be completed for the timely implementation of Ekos
    • Monitor customer activity for the duration of their onboarding engagement via ChurnZero and proactively engage users for optimized product use
    • Identify and assess customer needs and goals to achieve success in Ekos through a series of kickoff and training calls
    • Manage customer data in ChurnZero, Salesforce.com, and Zendesk, including but not limited to 1:1 training sessions, customer issues, and call notes in the expected time frame set by management
    • Become an Ekos product expert and provide clear, effective, and efficient training for new Ekos customers, positioning yourself as a trusted Ekos advisor
    • Explain technical concepts to non-technical users with empathy, clear communication methods, and patience
    • 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

    QUALIFICATIONS:

    Basic Requirements

    • 2-3 years' experience in a customer success or customer service position, preferably in an implementation or training role
    • Bachelor's or associate degree in Communications, Business, or equivalent work experience
    • Superior organizational skills for email, individual calendar, company SharePoint, and Ekos tools
    • Ability to prioritize work efficiently and manage time effectively based on assigned tasks
    • Excellent listening, writing, speaking, and video-conference` presentation skills
    • Strong ability to work independently and achieve individual goals with minimal oversight
    • Web and technology savvy with the ability to explain technical concepts to nontechnical users
    • A passion for small business, technology, and most importantly for teaching, coaching, helping customers by sharing your knowledge
    • Must be able to work from office located in Charlotte, NC
    • Ability to work a flexible schedule, with advanced notice

    Bonus

    • Experience with software as a service (SaaS) applications
    • Experience with financial systems and Generally Accepted Accounting Principals (GAAP)
    • Experience working with small businesses in the craft beverage/product industry
    • Experience with other ERP solutions

    Ekos is an Equal Employment Opportunity employer.