Customer Success Specialist

eLocal is the most successful digital advertising firm you’ve probably never heard of. Each year, we connect millions of consumers with local and regional businesses, and we are looking for a talented Customer Success Specialist to join our Customer Success team remotely from anywhere in Eastern US.

We are seeking talented and motivated individual who will be responsible for driving customer engagement, addressing account improvement opportunities, and providing excellent customer service. Prior customer service experience is a plus but not required as we will train you. In this position you will be interacting with our customers on an everyday basis regarding our performance-based advertising product.

You are:

· A highly motivated self-starter, with unstoppable drive to succeed

· Persistent, dependable, and intelligent

· An excellent problem-solver with strong analytical skills.

· Someone who enjoys working by phone and spending a lot of your day having conversations.

· Pleasant, curious, creative, energetic, focused, patient, and coachable.

· Comfortable with basic computer skills, knowledge of Microsoft Office Suite, specifically Excel experience

· Prior experience in Account Management/Customer Success

· Customer Relationship Management software experience (preferred but not required).

· Highly organized and self-disciplined – someone who is comfortable working remotely.

· Ability to work in a busy team environment

· Ability to think strategically, making sound decisions under minimal supervision

What you will do:

· Get to know accounts you will be managing

· Strategically plan revenue retention and expansion

· Execute daily customer support operations including responding to questions, solving problems, and following up on reported issues.

· Onboarding new clients, and in doing so, set honest expectations around our product for our customers and convey best practices to them for success with our program.

· Work with the rest of the Customer Success Team to develop and implement customer experience improvements.

· Ensure that our customer support standards are being achieved and exceeded.

· Evaluate customer accounts for improvement opportunities.

About eLocal:

If you are looking for the fun and growth opportunities of a startup coupled with the support and backing of a stable corporate parent, eLocal is for you. We are a fast-growing, virtual-first workforce of 160 largely spread across the US (and more recently Canada), with a corporate office in the Philadelphia area where we were founded. For over a decade, eLocal has been one of the leading digital advertising platforms for local and regional commerce. Now with the backing of Brookfield Asset Management – one of the largest investment companies in the world – we are scaling our operation and growing our footprint in the industry faster than ever.

We are a certified Great Place to Work™ in 2023-2024 for the fourth year in a row! Year after year, our people overwhelmingly say they would recommend eLocal to friends and family as a great place to work.

We’re still growing and we want you to be a part of our journey. At eLocal, we value our employees and we live our values! We offer an extremely generous benefits package that includes:

• Competitive salary with substantial annual performance-based bonus.
• Participation in long-term incentive plan.
• Heavily subsidized Medical through Blue Cross Blue Shield (95% to 82% company-paid), Dental and Vision.
• 100% company-paid Short-Term Disability, Long-Term Disability and Life/AD&D Insurance.
• Monthly wellness stipend and spending account.
• Flexible, uncapped Paid Time Off.
• 401(k) with company match.
• Extremely positive company culture – we work hard, but people enjoy working here and enjoy working together!
• Work-From-Home position.