EverPro - Enterprise Customer Success Associate

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.  

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en 

We are looking for an Enterprise Customer Success Associate to focus on our pulseM and Customer Lobby product lines as a part of our greater Customer Engagement Solutions business organization. Our organization helps service professionals, homebuilders, and remodelers in North America manage their online reputation, generate business, and deliver an exceptional customer experience. Our customers represent the “best of the best” in the home improvement and service industries and our products are built to match their specific needs.  

As an Enterprise Customer Success Associate, you will be responsible for caring for and supporting our VIP customers across our CES brands, acting as the right-hand person for the Enterprise Customer Success Manager and ensuring all expectations and performance metrics are being achieved. From working with C-Suite executives down to coordinating initiatives with your fellow support cohorts, the E-CSA will facilitate a multitude of initiatives for our top customers whether it be project management, product implementation and training, or general help with administrative requests. Relationships will be created and maintained via email communications, inbound/outbound telephone calls, training sessions, and ongoing business reviews. The position will report to our Director of Customer Success and will be a remote-optional role with offices in Oakland, Denver, and Atlanta.  

Responsibilities:  

• Administrative assistance and general governance of enterprise-level relationships consisting of dozens to hundreds of individual locations and franchises 

• Proactive outreach via phone and email to your portfolio of customers 

• Provide support in structuring presentation materials and reports for executive business reviews that will help ensure expectations are met and results delivered 

• Lead web conference training sessions for customers and their teams 

• Identify opportunities to increase revenue with existing customer base 

• Contribute to the improvement of our Enterprise CS workflows and efficiencies  

• Collaborate with sales, our member communication team, production, and other functions ensuring cohesive communications to our top customers and that deadlines are being met 

• Travel to partnership events and on-sight kickoffs as necessary 

 Experience and skills we seek:  

• 3 years or more of relevant customer support, customer success, or sales experience at a SaaS company including work with renewals, upsells, and revenue retention 

• 1 or more years of relevant CS or sales experience working with enterprise-level customers 

• Commitment to providing “wow” customer experiences, building on (and improving upon) our very high recommendation rate  

• Superb telephone etiquette and eloquent prose skills 

• Project management experience is preferred 

• Experience with HubSpot, Jira, and/or Asana is preferred 

• Proficiency with Office 365 and Salesforce is required 

• Web-savvy, comfortable with social media tools and all things web-related  

• Outstanding organizational skills, with strong follow-through on tasks and keenly responsive to customer inquiries 

• High energy, positive attitude 

• A serious interest in learning, and sharing those learnings with others for the betterment of the organization 

 Where: 

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America. 

Benefits and Perks:  

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid 

• Robust health and wellness benefits, including an annual wellness stipend 

• 401k with up to a 4% match and immediate vesting 

• Flexible and generous (FTO) time-off 

• Employee Stock Purchase Program 

 Compensation: 

The target base compensation for this position is $45,000 USD per year + additional variable pay in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.