Customer Experience Associate at Khoros

| Austin
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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 Experience. As part of the Vista Equity family, you'll receive best in class development opportunities and the ability to work with customers like Google, Microsoft, Disney and Sprint.


We are building a new, innovative team of Customer Experience experts designed to be an integral part of cross-functional sales teams having differentiating, solutions-focused discussions with our Customers. These teams help Customers define their vision for their own Customer Experience, craft the just right Khoros Professional Services packages to ensure Khoros software delivers on those Customer Experiences, and are strong examples of what it is to be a Khoros Customer. 


The Customer Experience Associate is a critical member of the cross-functional team. Key focus areas include helping gather clear business and technical requirements from Customers and then matching those requirements to either standard services offerings or supporting Services Architects in the development of custom services solutions for customers. 


Customer Experience Associates will contribute to clear and concise visions and presentations associated with active sales opportunities that are delivered to prospects as part of a solutions sales process. This position requires someone who is quick thinking, flexible, creative, and analytical. The ability to research, learn and quickly leverage complex information to share with our Customers is a key component of this position.


This role is part of the Customer Success/Operations Team but will work broadly across the organization to collaborate and build processes and solutions required to craft exceptional Customer Experiences. In particular, our most important partners are in the Sales organization. We will work together to acquire, serve, and delight customers. 


Job Responsibilities

  • Collaborate with a broad deal team in a pre-sales capacity to evaluate customer needs, interact with customers to learn more and refine their requirements, and work with the deal team to construct just right services package to meet those needs.
  • Establish processes, tools, and best practices for collaborating with Sales Executives to gather input from customers using a consultative approach that helps sell the value of Khoros as a partner.
  • Contribute to and deliver compelling custom presentations to highlight Khoros' partnership and expertise.
  • Provide input and recommendations in the development and pricing of Professional Services approaches and engagements. In partnership with Sales Executives share the rationale for those services and articulate what Customers can expect from the Khoros Customer Experience.
  • Provide input to Services Architects to support the design and scoping of custom solutions for customers.
  • Partner with the Sales team and other Customer Experience team members to articulate customer requirements to Professional Services teams, ensure a smooth transition from Sales to Services to set the stage for a successful customer implementation of Khoros products, and establish a foundation for a long term differentiated Khoros Customer Experience.
  • Partner with Sales Executives and other members of the sales team to respond effectively to issues and opportunities.
  • Become an active, integral part of sales strategy and execution.


Requirements

  • Bachelor's Degree or equivalent.
  • Minimum of 3-4 years working in a SaaS or other technology organization in a Customer-facing role.
  • Passion for Customer Experience and making customers successful.
  • Excellent presentation, communication, and project management skills.
  • Innate intellectual curiosity about marketing and advertising, social media, social care, community, our product, our partners, and our competitors
  • Responsible self-starter with the ability to problem-solve and work in a fast-paced environment.
  • Well-organized with an attention to detail and a proven ability to meet deadlines.
  • Proficiency with Salesforce. 
  • The position requires up to 50% travel in the United States and abroad; applicant must have a current passport.


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases
    • RedisDatabases

Location

7300 Ranch Road 2222 , Austin, TX 78730-3204

An Insider's view of Khoros

What are some social events your company does?

Khoros Austin embodies cultural diversity through inclusivity and team engagement. Not only do we offer daily catered lunches and weekly bootcamp and yoga classes, but we organize unique monthly happy hour experiences, (mixology contests, candle making, mindfulness classes) quarterly volunteer opportunities and partnerships with local non-profits.

Laura Whitefield

ATX Senior Executive Assistant & Cultural Specialist

How does the company support your career growth?

After trying on quite a few different roles, I feel so fortunate to have found the perfect one for me. My managers have always been so helpful in making sure to elevate and help me prep for the right opportunities to provide value for the company and help me transition into a role that I love.

Sidney Gomez

Sales Engineer

How has your career grown since starting at the company?

I've had multiple opportunities to learn and grow at Khoros. I began as a Recruiter and was promoted to Recruiting Lead within a year. Having worked in recruiting a while, earlier this year, I was interested in a career shift and was supported through a transition into Sales Engineering. My career has grown exponentially since being at Khoros.

Kristine Lim

Associate Sales Engineer

What are Khoros Perks + Benefits

Khoros Benefits Overview

Khoros offers a competitive benefits plan that empowers employees to make decisions that best benefit themselves and their families. By incorporating exceptional benefits with office-specific perks and a work-life balance, Khoros delivers an exceptional employee experience for its global team.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We provide breakfast tacos on Tuesday with light breakfast items available everyday (yogurt, etc.). Employees get free lunch on Monday, Wednesday, Thursday and we have lunch drop available Tu and Fr.
Game Room
Our game room includes Ping Pong, Foosball.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
$50/month offered for employee wellness
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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