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United States
ESO Looking for Customer Success Operations Specialist at Remote Full Time
Job Description
How You’ll Support our Mission
The Customer Success Operations Specialist will serve as the backbone for our Customer Success team responsible for connecting the dots across the customer journey with ESO, working with cross-functional teams to accelerate product adoption, and add value as an advocate and partner to our Fire, EMS, Hospital and State customers. These innovative health and safety solutions allow first responders to better manage response time, diagnosis and transport associated with time-sensitive emergencies. Our Customer Success professionals provide advisory and consultative assistance to drive rapid time-to-value for our EMS, Fire, and Hospital customers.
This role will report to the Customer Success Operations Team Lead.
What You’ll be Doing
The Customer Success Operations Specialist will execute the following tasks and activities:
- Own inbound customer inquiries across all channels and coordinate across other teams to bring timely closure, feedback and resolution for the customer.
- Govern triage efforts with customer experience teams in Onboarding, Training and Customer Support to properly route and set resolution dates for prioritized issues and inquiries.
- Execute operational tasks related to customer contracting and invoicing including but not limited to: renewals, multi-year quotes, stair-step and tier adjustments, amendments, payor changes, and zero-dollar orders related to license changes and adjustments.
- Execute operational tasks related to contractual negotiation requests (e.g. Certificates of Insurance or Security Assessments) and other vendor doc requests.
- Engage in semi-annual to annual business reviews (usage/consumption/performance) with customers.
- Execute closed-loop recovery activities based on Voice of Customer sentiment and feedback.
- Manage and improve our ClientSuccess, Salesforce, and other Customer Success team technology and tooling.
- Gather, research, and consolidate data to help the team identify trends, themes, and opportunities.
Who You Are
Some specific requirements include:
- 3+ years of experience in either Software or Professional Services, preferably in the tech space.
- Experience working in client-focused operational teams including experience with onboarding, training, and software adoption.
- Proven ability to manage dynamic tasks and activities that result in successful customer outcomes.
- Strong track record and desire to manage via metrics and key performance indicators.
- Ability to make tough decisions, to change and adapt quickly while remaining focused on the customers.
- Demonstrated operational execution skills, including project management and process improvement skills.
- Demonstrated success team objectives related to operational performance improvement.
Benefits & Perks
ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:
- Competitive health plans (medical, dental, & vision insurance)
- PTO (starting at 20 days) & 12 company holidays
- 401(k) with company match
- Telemedicine service provided by ESO
- Savings accounts (FSA, HSA, DCA)
- Employee Assistance Program (EAP)
- Annual health and wellness reimbursement
- Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
- Paid parental leave, new child program, & flexible parental return-to-work options
- Casual office environments and unlimited office snacks and drinks
About ESO
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 the US, Canada and Northern Ireland.
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.
In the spirit of ESO’s mission to “Improve Community Health and Safety through the Power of Data,” and in accordance with ESO’s duty to provide and maintain a workplace that is free of known hazards,
ESO requires all United States (US) employees to be fully vaccinated against COVID-19, regardless of if you work remotely or in office unless a reasonable medical or religious accommodation is requested in a timely manner and approved. This policy will help safeguard the health of our employees and customers, as well as the community at large.
All offers are contingent upon a successful background check and compliance with ESO’s COVID-19 Vaccination Policy.
ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action 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.
