Client Advocate

3 weeks ago

Germantown, United States EC Pro US Full time
EC PRO US IS LOOKING FOR A CLIENT ADVOCATE

Do you love horses & technology? Stop scrolling - this job may be perfect for you

This is an exciting Client Advocate role for the right person who has a passion for equestrian life and wants to build a career in the software-as-as-service (SaaS) industry.

This is a unique opportunity to take an established brand in the UK and launch it in the U.S. to create raving ECPro fans on the other side of the pond.

EC Pro is an award-winning equestrian client, staff, and barn management software that was founded in the UK in 2017. Our founder, Jamie, noticed that the riding school system was upside down. He found himself standing in long wait lines to book riding lessons for his daughter, while the barn staff ran around in a constant hurry, trying to manage the growing crowd of customers.

It struck him that booking a horse shouldn't be that hard. It should be as easy as booking a flight, hotel, vacation, workout session, or food delivery right from your phone. Thus, EC Pro was born.

EC Pro is a cloud-based software solution that gives riding school and equestrian center owners complete control over their business operations and bookings while providing customers with the digital experience and modern convenience they expect.

Sound cool? Keep reading

About the Role

At EC Pro, we're passionate about helping customers manage their most precious asset: Their team's time. By creating a world-class customer experience, building great relationships, and possessing a huge depth of knowledge about our products, the EC Pro support team plays a crucial role in helping us achieve that mission. That's where you come in.

As a Client Advocate, you'll be the voice of the company, embodying those values and driving customer value and satisfaction. In the process, we'll provide mentorship, training, and the potential to make a big impact at a growing organization. If you're curious, organized, and like solving problems while helping people, we want to talk to you

Responsibilities

  • Working directly with the Sales Team onboarding new clients
  • Training new clients, assisting existing clients with questions
  • Responds to our customers within, as a minimum, our SLA timescales
  • Investigate and document customer-reported defects
  • Work with other departments to research and resolve customer issues
  • Provide customer feedback to the product and development teams
  • Assist in creating training materials for customers and for new hires
  • Accurately records and logs interaction with customers and updates account information in HubSpot

Must have:

  • Bachelor's degree in communications, marketing, or related field. Or, equivalent experience
  • Personal knowledge and experience in the Equestrian world
  • Strong writing and communication skills; excellent phone presence
  • Organized and self-driven
  • Tech savvy and a quick learner
  • 2-4 years of experience handling customer-facing technical troubleshooting in a SaaS environment
  • Enthusiasm for helping customers find solutions
  • Ability to retain ownership of an issue until resolved

Nice to have:

  • Entrepreneurial, start up, or small business experience

Our Tech Stack:

  • HubSpot
  • Canva
  • Google Suite (Docs, Slides, Sheets, etc)
  • Slack
  • Clickup

Compensation (?)

  • $60-65,000 annually, depending on experience; eligible for bonuses
  • PTO
  • Health, Dental, and Vision Insurance

Other Info

  • Flexible schedule
  • Fully remote

Hiring Manager

Russell Daws, Principal at ECPro US

Contact: HR@ecpro.us

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