Customer Success Consultants
Lenos Software, San Francisco, CA  
Job Type: Full-time
Location: Virtual
We are:
We are a self-funded, mission-driven company, headquartered in San Francisco, California, operating worldwide. The Lenos Event Marketing & Management Platform is a combination of CMS/Website Studio, Financial/Supplier Management solutions and Performance Analytics tools, for managing corporate meetings, events, conferences, and digital marketing programs.  
Founded in 1999, our enterprise solutions are as simple to use as they are powerful, enabling non-technical users to create branded, stunning event websites, versus “one-size-fits-none” templates.
Our clients include an estimated 50 percent of Fortune 500 firms and many leading brands such as Salesforce, Boomi, Nike, Ford, NCR, Sikorsky, who rely on Lenos solutions to power their global digital engagement with clients, prospects, partners, and employees.
Lenos is our industry’s leading innovator and privacy advocate.  As an employee-owned company, we collectively strive to provide a supportive and engaging work environment where everyone has an opportunity to be heard and to shape our future. We value team players who are curious, self-directed, passionate about excellence and customer-centric success.
You are:  
A professional with 5+ years of experience in enterprise software tech customer service.  You are curious and find meaning and pleasure in helping others succeed while building professional relationships as a Lenos ambassador and solutions advocate.  You hold yourself to high performance standards and seek to continuously learn and grow professionally.  
You are proficient using web technologies and have excellent critical thinking skills to help troubleshoot user challenges while equally confident about taking responsibility and ownership.  As a person who embraces change you appreciate the fluid nature of event management typically resulting in website design and feature requirements to change multiple times before going live.  As a daily user of our own software, you’re eager to contribute suggestions for increased automation and other product improvement ideas.  
As a Customer Care Expert, you will have:
  • Familiarity with core web design concepts.
  • Excellent interpersonal, time-management, and organizational skills.
  • Excellent written and verbal communication skills.
  • Ability to work on projects both independently and within teams.
  • Excellent analytical and problem-solving skills combined with an ability to provide quick resolution to client inquiries.
  • A love of learning new things and ability to work with minimal supervision.
Your primary responsibilities are to:
  • Build strong connections with Lenos customers by exceeding their expectations and helping guide them to maximize their investment in our software.
  • Develop expertise in Lenos’s products and stay up to date on new features and enhancements.
  • Communicate with customers via Zoom, email, phone and/or other channels as a primary contact and ambassador for Lenos.
  • Contribute to improving the quality of our support by identifying feature requests, documentation gaps, and suggestions to improve operational effectiveness.
  • Ensure the highest level of customer satisfaction is met by prompt and complete resolution of client questions and requests for assistance.   
  • Participate and contribute in daily team meetings.
  • Establish strong working relationships with other departments including product management, sales & marketing, and engineering.
Additional Qualifications:
  • General knowledge of the meeting and events industry (considered an asset).
  • Experience with event technology tools such as virtual conferencing, gamification, mobile apps, advanced registration features, event analytics, etc. (considered an asset).
  • A post-secondary degree/diploma.  
  • Proficiency with Microsoft Office suite and Adobe Photoshop i (required).
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