Echosec Systems is seeking a Customer Success Representative to immediately join our rapidly growing team and provide inbound technical support and onboarding support to the growing list of global security and government customers who use our platform technology.

Who we are

Echosec Systems is a leader in online information discovery. Gathering millions of posts from dark web marketplaces, social media sites, and discussion forums, Echosec delivers an unparalleled level of digital and physical security to their global user base. Their web-based threat and risk intelligence solutions allow organizations to rapidly detect critical online content, so they can respond faster.

Echosec ingests data from hundreds of sources ranging from well known social media sites like Twitter and YouTube, to niche discussion forums like Discord, Telegram, and Gab. Advanced keyword and image detection filters allow Echosec users to monitor threats and get high priority alerts when specific content is detected.

Security teams worldwide trust Echosec Systems to provide a critical layer of information about unfolding events. Whether the event is a natural disaster, a violent threat, or a planned attack against a high-risk individual, Echosec provides situational awareness and real time information that mitigates risk, minimizes damage, and keeps people and organizations safe.

Responsibilities/job duties:

This role requires stellar technical troubleshooting, training, and account and relationship management skills to drive value outcomes and solve problems for our clients.

The goal of the customer success department is to guide customers towards attaining continuous value with Echosec Systems. This includes product support and education, strategic alignment of goals, an awareness of best practices, and guidance/evolution towards advocacy

What you’ll do:

  • Troubleshoot and provide technical support and training on Echosec Systems products while also enabling Echosec Systems customers to become experts on the platform.
  • Handle inbound inquiries and support requests via live chat, email, and phone.
  • Measurably improve customer satisfaction and increase retention by helping customers successfully onboard onto our platform, and achieve their business goals throughout their contract term.
  • Build and maintain customer support and educational materials such as our knowledge base, support guides, and online training courses
  • Work cross-functionally with Sales, Account Management and Engineering teams to ensure customer issues are escalated and resolved promptly and correctly.
  • Help support Echosec Systems Account Managers with a portfolio of accounts with a focus on retention and expansion
  • Support trials with clearly outlined goals and success criteria under the direction and guidance of CS leadership
  • Diligently track and report on usage data and support data across a range of features.

Who We’re Looking For

You are fanatical about providing excellent client service and support and have excellent interpersonal presence and technical skills. You’re a collaborative team player who rolls up their sleeves, responds quickly and decisively, is flexible and open to change, and is able to productively work with the team to achieve company objectives. You thrive in the fast-paced, dynamic scale-up environment inherent to a high-growth technology company like Echosec Systems.

Our ideal candidate has:

  • 1-2 years experience in customer success, account management, or technical account management role, preferably within a SaaS company.
  • Advanced experience with CRMs (Salesforce, Hubspot), Help Desk Support Software (Zendesk), and MS Office/Google Apps.
  • Deep understanding of digital spaces and global social media communities is considered a major asset.
  • Experience onboarding and training users, as well as providing top notch user support
  • Ability to communicate complex concepts to a wide range of audiences, including technical and non-technical customers
  • A desire to solve problems and build relationships
  • Excellent verbal and written communications skills

  • Attention to detail, thoroughness and an urgency to consistently set and meet deadlines
  • Keen attention to detail and adherence to deadlines