Customer Success Operations Specialist at ESO

Costa Rica or CanadaFull-timeSuccessPosted 14 days ago

About the Role

<p><strong><span data-contrast="none">How You’ll Support Our Mission</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <p><span data-contrast="none">As a member of the Customer Success Operations team you will help support the customer experience, engaging with customers throughout their life cycle both proactively and in response to customer needs.  </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <p><strong><span data-contrast="none">What You’ll Be Doing – The Day to Day</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <p><span data-contrast="none">You will be responsible for working with a team who provide an exceptional experience to customers using our healthcare software applications. This is very much a hands-on role where you will be engaging with customers directly through a variety of life cycle points and driving customer growth and adoption.  The ideal person will have both technical credentials and a friendly, consultative approach to solving technical support, training questions, contracts questions, customer problems, and/or product concerns. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Proactively work with customers to drive product adoption and upgrades.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Work with our Contracts team to guide customers through the renewal process, subscription changes and contract changes.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Be a point of contact for escalated customers and help guide them through training and support processes to address their concerns.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Work with customers who are off boarding to retain the business we can and to ensure a smooth transition.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Deliver timely, accurate, and highly impactful resolutions to customers.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="none">Assist with customer-facing projects as they are available.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <p><strong><span data-contrast="none">Who You Are – The Essentials</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <p><span data-contrast="none">The things you must have to be considered for this role:</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">3+ years of Customer Success or Customer Support with proven Operations or Technical expertise.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Good communication (C1), emotional intelligence, and empathy skills.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Experience with escalated customers.</span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Demonstrated experience with the Microsoft Windows platform, desktops, and servers.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Troubleshooting experience (PC hardware/software, browsers, etc.).</span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="none">Experience communicating and reporting operational data to internal teams and leadership.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <p><strong><span data-contrast="none">Who You Are – The Desirables  </span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Healthcare industry experience is preferred.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Professional certifications are a plus.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":945,"335559739":0,"335559740":240}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Proficient in Salesforce and Excel.</span></li> </ul> <div><strong> </strong></div> <div><strong>About ESO</strong></div> <div><strong> </strong></div> <div>ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across North America, Europe and now Costa Rica! </div> <div> </div> <div>Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission. </div> <div> </div> <div>All offers are contingent upon a successful background check.</div> <div> </div> <div> </div> <div><em>ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.  </em></div> <div> </div><div class="content-conclusion"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Applicant Privacy Notice – please click here to review the <a href="https://acrobat.adobe.com/id/urn:aaid:sc:va6c2:5945f5be-34b7-4056-af9b-e0f14e24cf6c" target="_blank">privacy policy</a> which details how your data is collected, used and protected.</span></p></div>

ESO

Customer Success Operations Specialist at ESO

Costa Rica or CanadaFull-timeSuccessPosted 14 days ago

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