Customer Success Specialist (Prime Team) at eBacon – Phoenix, Arizona

Customer Success Specialist (Prime Team)
$60K - $70K | Full time | Hybrid / In-Office (101/Cave Creek)

Are you someone who genuinely enjoys building relationships, solving problems, and becoming the voice clients look forward to hearing from? eBacon is looking for a technical support specialist for our Prime General Contractor’s client base. Our Prime clients are complex, high-touch accounts, and they need a point of contact who understands the nuances of prevailing wage compliance, knows the payroll software inside and out, and can manage a full client portfolio without dropping the ball.

Whether you're guiding a brand-new account through implementation, untangling a tricky prevailing wage question, or just making sure nothing falls through the cracks, you stay calm, stay organized, and stay focused on the outcome.

Key Responsibilities:

• Facilitate requirements gathering and solution configuration to meet customer business needs, lead trainings for account administrators and users, and provide high-level support for account administrators.
• Provide ongoing training, and guidance to help users navigate complex compliance regulations and utilize the software effectively.
• Ensure customer satisfaction and retention, maintain comprehensive customer documentation, perform account analysis and reporting, and help manage contract deliverables.
• Be the primary point of contact for customer administrators and build trusted-advisor relationships with all key stakeholders.
• Manage assigned projects, both internal and external facing, using traditional and Agile management approaches.
• Maintain current functional knowledge of the software platform. As issues are identified, create, monitor status, and test cases.

What We’re Looking For:

• 2 years relevant technical support experience with web based software applications.
• 2 years of Davis-Bacon or other Prevailing Wage compliance experience- highly prioritized.
• Excellent verbal and written communication skills for explaining complex technical concepts.
• Strong time management abilities for balancing multiple client priorities.
• Experience creating concise technical documentation that enhances user success.
• Advanced Excel Skills (VLOOKUP, XLOOKUP, Pivot Tables)

Preferred Skills:

• SQL would be amazing, but we can teach you!

​ Who are we?
eBacon is a financial technology software company located in Phoenix, Arizona. We create a lot of innovative financial solutions for the business world, with a focus on certified payroll and fringe benefit management for the construction industry. Our development team is in-house, so we’re always creating cool, new things to get the job done. We have won awards for customer service and for being one of the top companies to work for in Arizona for several years and counting.

We also have excellent benefits, including competitive pay, plenty of PTO, health care, 401K matching, and fun employee outings. The work we do is serious, and we work hard and take great pride in the help we give our clients, but we also don’t take ourselves too seriously. I mean, we do have a bacon strip mascot