Customer Success Specialist

EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. With a focus on premium content like NFL Sunday Ticket, smart promotions, and seamless partnerships, we offer a cloud-based platform that combines ease of use with advanced functionality and reliability. We're empowering business owners to control their content like never before, ensuring their screens are more than just TVs—they're key to engaging, entertaining, and understanding their customers to help drive business results. We are poised to leverage our strong leadership, innovative technology, and strategic partnerships to become the go-to destination for on-premise entertainment and marketing

About the role: 

The Customer Success Specialist (CSS) is part of the EverPass Customer Success team and manages EverPass SMB customers and supports its enterprise-class (large) customer base. The objective of this role is to: (1) drive adoption of the platform across the customer base; (2) coordinate and execute all aspects of Managed Services for customers; (3) work strategically with internal departments to ensure customer needs are met; and (4) provide a seamless and effective onboarding of new customers. CSSs provide a blend of strategic counsel; creativity; innovation, detail-orientation, and technical prowess.

Responsibilities:  

• Execute client content strategy by managing all facets of the EverPass software
• Work with CSM’s and CSD’s to achieve success according to the defined account plans
• Responsible for regular updates of content including promotional, social & video content
• Manage the scheduling of content and changing playlists to meet the client's expectations
• Prepare and distribute reports on campaign performance
• Deliver platform usage reports as needed
• Participate in regular meetings with clients and execute action items relating to platform
• Coordinate with internal and external partners to execute all tasks of the Account Plan
• Partner with the customer's key stakeholders by building a strong working relationship
• Provide technical support & troubleshoot any software/hardware issues at client sites
• Coordinate with internal departments (Product, Creative, Implementation, etc) to deliver the needs of the client.
• Managing multiple projects and customers simultaneously must be able to prioritize effectively

Qualifications:  

• 1-3 years of relevant experience in customer success or sales 
• Bachelor’s degree or equivalent experience
• Excited about working in a high-growth, B2B SaaS environment.
• Experience managing your own book of customers including onboarding, monthly touchpoints and QBRs
• Strong written and verbal communication skills
• Action-oriented and ability to work well with ambiguity 
• Familiar with Project Management methodologies
• Flexible self-starter who isn’t afraid to jump into the fire 
• Patient demeanor and thoughtful communication skills
• Willingness to travel to customer locations as needed

Expected Compensation: The anticipated base salary range for a new hire into this position is $x - $x. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements.

About EverPass: 

Benefits and Perks: 

• Competitive Compensation 
• Medical, dental, vision, life, and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Paid Parental Leave
• Mental Health and Recharge Days 
• 401k Match
• Pre-tax Transportation
• Employee Assistance Program
• Type of work: Hybrid
• Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours