Location
Bangalore | India
Job description
Overview
At Khoros, our passion is to help the world's best brands create customers for life. We build products we're proud of, and we're passionate about customer success. As part of the Vista Equity family, you'll receive best-in-class development opportunities and the ability to work with customers like Samsung, HP, Sony, and Visa.
The Khoros Engagement Platform Comprises An Online Community, Social Media Management And Messaging Products For Social Customer Service, Social Support, And Social Media Marketing Teams To Listen, Respond And Act On Customer Conversations – Creating Deep Relationships And Fostering Brand Loyalty And Advocacy. We As a Company Follow Our Core Values Of
Accountability - We embrace an ownership mentality
Customer-Centricity - We are obsessed with achieving customer value
Agility - We move with urgency and purpose
Khoros is looking for an Enablement Advisor who will be responsible for managing and delivering complex software rollouts with multiple customers and providing training. The ideal candidate is a self-starter with a strong background working both independently, and with a team, to develop scalable processes and meet deadlines. The Khoros Enablement Advisor is a good listener who is articulate, responsive, patient, and possesses the ability to explain a wide range of social media concepts to customers with varying levels of social media knowledge.
This is a customer facing role. As such, you will be expected to have good communication skills and should enjoy working with customers. This position will be focused on supporting our North America region, and will be required to accommodate North America working hours. Due to the nature of our customer-centric team, participation in occasional off-hours deployments and/or occasional rotation in on-call outage assistance may also be required.
Responsibilities - Successfully deliver instructor-led technical training for social media software via video conference, phone, email, and occasionally in-person
- Kick off new software implementations by uncovering and mapping the customer's goals and objectives to best practices
- Forecast and navigate delays in customer timelines by evaluating impact and aligning expectation
- Stay up to date on new features of the company's product releases and update existing courseware as new versions of software are made available
- Collaborate in the design and development of new technical training courses for social media software
- Assist in tracking existing clients' (customers and partners) training needs
- Ability to problem-solve and work in a fast-paced environment, always looking to provide operational and process improvements within the department
- Successful candidate will be well-organized with an attention to detail
- Successful candidate will have a proven ability to meet deadlines and account for their own time and activities
Qualifications - 3+ years experience in a customer-facing consulting or technical support role, or similar position
- Strong command of the English language (written, spoken, colloquial). You should have a clear telephone voice and good diction
- Confidence in your presentation skills – ability to capture attention and deliver key messages in a variety of contexts (small groups to larger audiences)
- Experience using Microsoft Office applications (Word, PowerPoint, Excel, Outlook); knowledge of G-Suite a plus.
- Knowledge and experience with a business workflow product
- Experience creating E-learning course material is a plus.
- Ability to apply critical thinking to customer and team objectives.
- Comfortable breaking down large problems and concepts into achievable segments.
- Talent for troubleshooting, able to identify and explore alternative solutions when the first/best choice isn't feasible.
- Eager and able to learn independently while also recognizing when to seek help.
- Strong time-management skills when serving multiple customers with competing priorities.
Preferred - Experience working hands-on with one or more of the following:
- Customer experience solutions and digital customer care strategies like messaging, chat, and voice, including care analytics
- Chatbot/conversation design (e.g. Google Dialogflow)
- CRM Integrations (i.e. Salesforce, MS Dynamics, Zendesk, etc.)
- Digital contact centers
Job tags
Salary
