At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.
Who are we looking for?
As a Senior Technical Implementation Advisor within our Professional Services team, you are essential to our customers’ success. You are responsible for managing and delivering complex software rollouts with multiple customers and providing training on Khoros products. The ideal candidate is a self-starter with a strong background working both independently, and with a team, to develop scalable processes and meet deadlines. You are a good listener who is articulate, responsive, patient, and possesses the ability to explain a wide range of product and technical concepts to customers with varying levels of knowledge.
This is a customer facing role. As such, you will be expected to have great communication skills and should enjoy working with customers. This position will be focused on supporting our US region, and will be required to accommodate US working hours (approximately 6:30 pm to 2:30 am IST).
Responsibilities
- Working with customers to understand goals or requirements and guiding them to an appropriate technical solution; advising customers on the configuration of Khoros products; performing configuration of Khoros products on behalf of customers as needed; articulating complex technical concepts in layman's terms.
- Overseeing the delivery of projects from a technical standpoint with the goal that the completed implementation properly addresses the business requirements.
- Collaborating with engineers, project managers, and other teams to solve technical problems and unblock project tasks.
- Consulting with customers via video conference, phone, email, and occasionally in person on a variety of topics such as: Khoros UI configuration best practices, Single Sign-on configuration, and DNS concepts (CNAME records, SPF records, DKIM, etc.)
- Assisting project managers in defining timelines, project scope, and identifying issues.
- Managing and accounting for your own time and activities, with a track record of on-time delivery.
- Staying up to date on new product features and contributing on updates to processes and materials.
- Contributing to operational and process improvements within the department.
- Due to the nature of our customer-centric team, participation in occasional off-hours deployments and/or occasional rotation in on-call outage assistance may be required.
Requirements
- 5+ years of professional experience in implementation advisory, technical consulting, technical account management, customer support, or similar customer-facing technical roles.
- Strong command of the English language (written, spoken, colloquial). You should have a clear telephone voice and good diction.
- Confidence in your presentation skills – ability to capture attention and deliver key messages in a variety of contexts (small groups to larger audiences).
- Able to connect strategic objectives to technical solutions; diplomatically questioning assumptions and approaches while collaborating to identify the best path forward.
- General software systems literacy to be applied in the context of customer consultation and technical delivery.
- Professional experience with feasibility analysis and scoping technical work using a variety of methodologies (formal and informal)
- Ability to apply critical thinking to customer and team objectives in order to understand requirements, goals, and issues and formulate possible solutions.
- Comfortable breaking down large problems and concepts into achievable segments; talent for troubleshooting
- Eager and able to learn independently while also recognizing when to seek help.
- Strong time management skills when serving multiple customers with competing priorities.
Preferred
- Prior experience working with US-based customers, and ability to understand the cultural nuances of working with US-based customers.
- Prior experience working with Community (i.e. message forum) products or social media products.
- Prior experience with web development, especially one or more of the following:
- Semantic and accessible mark-up (HTML5/ARIA)
- Modern CSS and layout techniques (CSS3/Flexbox/Grid), CSS preprocessors (Sass, PostCSS).
- Javascript and related frameworks (React, TypeScript, NodeJS, NextJS, ExpressJS).
- Server-side templating framework (e.g.: Freemarker, Velocity, Handlebars).
- Object-oriented programming languages (e.g. Java, .NET, Python)
- Web APIs (REST, SOAP, GraphQL)
- MySQL, PostgreSQL, MS SQL, or similar relational databases
- SSO Integrations (SAML, Oauth 2, Open ID Connect)
- CRM Integrations (i.e. Salesforce, MS Dynamics, Zendesk, etc.)
- Public key cryptography including TLS/SSL, SSH, and X.509 PKI
- Experience with debugging and tools like Sumologic, Splunk, Datadog, or New Relic
- Familiarity with UNIX command-line tools and scripting.
- Working knowledge of software revision control systems including Git and Subversion.
- Experience working with project management and documentation tools (Jira, Confluence, etc.)
About Khoros
The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy.
Khoros offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.
Our Core Values
Accountability - We embrace an ownership mentality
Customer-Centricity - We are obsessed with achieving customer value
Agility - We move with urgency and purpose
Top Skills
What We Do
Khoros is a global leader in digital-first customer engagement software and services. We build enterprise software and offer expert services for digital customer service, messaging, chat, online brand communities, and social media management. Our platform is used by over 2,000 of the world's biggest and best brands to help them create customers for life.
Why Work With Us
At Khoros, we’ve worked hard to create a culture where every employee is valued. We’re made up of many backgrounds and perspectives, and we strive to celebrate our differences to create a collaborative and respectful workplace. We hire for potential, offer learning opportunities, and encourage growth within the organization to advance your career.
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