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ESO

Customer Success Operations Specialist

ESO
Costa Rica or CanadaPosted 2 days ago
onsite

Job Description

How You’ll Support Our Mission 

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.   

What You’ll Be Doing – The Day to Day 

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.  

  • Proactively work with customers to drive product adoption and upgrades. 
  • Work with our Contracts team to guide customers through the renewal process, subscription changes and contract changes. 
  • Be a point of contact for escalated customers and help guide them through training and support processes to address their concerns. 
  • Work with customers who are off boarding to retain the business we can and to ensure a smooth transition. 
  • Deliver timely, accurate, and highly impactful resolutions to customers. 
  • Assist with customer-facing projects as they are available. 

Who You Are – The Essentials 

The things you must have to be considered for this role: 

  • 3+ years of Customer Success or Customer Support with proven Operations or Technical expertise. 
  • Good communication (C1), emotional intelligence, and empathy skills. 
  • Experience with escalated customers.
  • Demonstrated experience with the Microsoft Windows platform, desktops, and servers. 
  • Troubleshooting experience (PC hardware/software, browsers, etc.).
  • Experience communicating and reporting operational data to internal teams and leadership. 

Who You Are – The Desirables   

  • Healthcare industry experience is preferred. 
  • Professional certifications are a plus. 
  • Proficient in Salesforce and Excel.
 
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 North America, Europe and now Costa Rica! 
 
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. 
 
All offers are contingent upon a successful background check.
 
 
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.  
 

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About ESO
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Customer Success Operations Specialist at ESO | Renata