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 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. The best Fortune 1000 companies in the world trust Khoros to help them build closer, more personalized and trusted relationships with their customers. Some of our clients: HP, Samsung, and LiveNation (to name a few). We are a Vista Equity Partners portfolio company, growing fast and adding new products to our platform organically and inorganically.
The Khoros Product Coaching Team drives platform adoption in Khoros solutions by providing one on one and group consultation with platform users on key functionality and best practices. Maintaining an expert level of knowledge on Khoros product(s), individuals in this role share information with users in a compelling and consumable manner in order to increase and improve product usage. Candidates suited for this role must quickly build trust and confidence with individuals over the phone and web conferences. Our consultants are an important proactive resource on the Professional Services team improving the value customers get from Khoros at the user level.
This individual will report to the product coach manager and will be part of the broader Professional Services team. Members of these teams are collaborative and work together to complete the maximum number of customer interactions across the Khoros user base. This role is an ideal opportunity for people who want to be in a hands-on customer facing role while cooperating with a variety of Khoros teams and practices. We continue to innovate and evolve our approach to service. We believe product coaching will become a new standard in business. Join our team and help us define the future.
The Khoros Product Coaching Team was recognized for two Silver Stevie Awards in the Proactive, Personal and Hands-on Help Service & Call Center Awards Achievement Categories
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Responsibilities

• Maintaining personal expertise in product functionality and use cases for Khoros product(s)
• Completing up to 25 unique customer phone calls per week executing prescribed plays to drive adoption
• Recording key observations and results of calls for the Khoros account team
• Documenting feedback and observations from conversations with users to aid in development of marketing material and research for product development
• Lead group "Quickstart Sessions" to help introduce Khoros to new users.

Qualifications

• Experience presenting, instructing, and supporting customers in person or in a remote learning environment
• Ideal candidates should come into the role with an existing high-level of expertise in Khoros products or know the best practices in social media management and listening tools
• Creative self-starter; originates and drives constant improvement
• Demonstrable knowledge of social media platforms in multiple business contexts
• Excellent presentation, written, and verbal skills
• Strong organizational and time-management skills
• Thrives in a fast-paced environment
• Positive attitude and strong work ethic

This role is budgeted in the $50 - $60K base salary range. Salary will ultimately be based on a candidate's experience and external market factors.