Customer Success Specialist

Atlanta, GA

About Us

Prokeep is a software company that has developed a messaging platform for the $17 trillion construction industry. We are post product, post revenue and growing fast in the US and Canada. Our team is strong, nimble, and devoted to making our customer’s lives easier with simple to use technology. We envision a world where distributors using our tools are more efficient and better equipped to build strong, long-lasting relationships with their customers.

Prokeep is on a quest to break down barriers of communication in wholesale distribution using pioneering technology and we are growing! To help us accommodate our expanding customer base we are looking for a Customer Success Specialist to add to our existing Customer Success team.

Reporting to the Director of Customer Success, the Customer Success Specialist (CSS) will support the post-sales customer lifecycle as it relates to customer support, product testing, platform optimization, user analytics and will also proactively manage a book of business of Prokeep customers. This role will be split time, working on both Customer Support (reactive) and Customer Success (proactive) initiatives.

This is an exciting opportunity for someone that has a desire to learn more about the growing Customer Success field, is interested in growing with a startup company and is eager to work alongside an established team and experienced entrepreneurs. To help us achieve our goals, we need you to love customer facing tasks, collaborative work and overachieving

Your Mission

As Prokeep is a growing company, the Customer Success Specialist will have ample opportunity to gain a wealth of experience by helping to develop customer programs, processes and best practices for our customer success and support teams. The primary responsibilities of the Customer Success Specialist are:

  • Provide empathic support (via phone and email) for all issues while adhering as close as possible to current our Service Level Agreement with customers 
  • Help build and maintain the customer Knowledge Base
  • Help QA new releases
  • Own account provisioning
  • Closely monitor usage and adoption rates of assigned customer accounts to ensure account renewal
  • Promote the Company’s services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured within your book of business
  • Become an expert in Prokeep’s Customer Success technology platforms
  • Promote the Company’s services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured within your book of business

Qualifications

  • Previous experience with Customer Support preferred
  • Basic understanding of Customer Success and Customer Support within Saas  technology companies
  • Demonstrated ability and desire to serve customers
  • Ability to learn new technologies quickly. Ideally, familiar with Saas workplace applications
  • Data-driven with a commitment to process
  • Excellent interpersonal skills
  • Creative thinker with the ability to troubleshoot issues quickly and effectively
  • Superior communication skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including the C-suite.
  • Extremely well-organized and analytical with an ability to work well under pressure in a fast paced environment 
  • Strong team player as well as a proactive individual contributor

Working Relationship & Compensation

This is a full-time salaried position with health benefits and unlimited PTO starting as soon as possible. This is NOT a remote position and candidates must be geographically located in Atlanta, GA. We are a fast growing Company and this position has HUGE potential for growth within the organization. Prokeep offers generous health, vision, and dental benefits, unlimited vacation, and equity in our fast growing company.

Next Steps

If interested, please email jobs@prokeep.com to introduce yourself and start the process.


Email to apply