IDR

Role Overview

As a Customer Success Manager on the Tactical Team, you’ll be the frontline partner for plant and site-level users. Your mission is to ensure customers not only adopt the product but achieve measurable value from it — higher audit completion rates, reduced open findings, and improved quality and safety outcomes.

You will serve as the go-to advisor for Tier 1 user support, while proactively monitoring health metrics across our customer sites. Through a white-glove approach, you’ll coach users, troubleshoot issues, and provide insights that keep adoption strong and value visible.

Key Responsibilities

• Customer Adoption & Engagement
  • Partner with plant leaders, and frontline supervisors to drive daily usage of the product.
  • Monitor and report on key site health metrics (e.g., audit completion %, open/closed findings, user logins).
  • Identify early warning signs of risk to adoption and proactively intervene.
  • Report site health status in Salesforce to provide oversight for Sales, Marketing, CS and Finance
• Tier 1 User Support
  • Serve as the first line of support for site-level users — troubleshooting, answering how-to questions, and escalating technical issues when needed.
  • Deliver live coaching, small-group training, and refresher sessions tied to plant-level needs.
• Value Realization
  • Connect customer KPIs (audit compliance, corrective action closure time, safety incident reduction, CoPQ savings) with platform usage.
  • Share best practices and success playbooks to reinforce consistent usage and continuous improvement.
• White-Glove Service
  • Provide a high-touch, concierge-level customer experience.
  • Ensure plant teams feel supported, confident, and empowered in using product.
  • Partner with Strategic CSMs to escalate systemic issues or expansion opportunities.
• Collaboration & Feedback
  • Partner with Implementation, Support, and Product teams to ensure smooth onboarding and customer satisfaction.
  • Capture and relay customer feedback to drive product enhancements and roadmap alignment.

What Success Looks Like

• Sites consistently achieve 85%+ audit completion rates within 60 days post-go-live.
• Customers report increased adoption and satisfaction, reflected in strong health scores.
• Tier 1 support issues are resolved quickly, with clear communication and escalation when needed.
• Plant teams view Ease as a trusted partner in improving quality, safety, and productivity.

Required Qualifications and Skills:

• 3+ years in Customer Success, Account Management, Quality, or Plant Operations (manufacturing SaaS experience preferred).
• Strong understanding of manufacturing KPIs (OEE, CoPQ, PPM, audit completion rates).
• Excellent communication, coaching, and troubleshooting skills.
• Proven ability to manage multiple accounts and stakeholders in a fast-paced environment.
• Passion for delivering a white-glove, customer-first experience.
• Ability to cultivate positive working relationships with customers and co-workers
• Ability to effectively communicate technical information in non-technical terms
• Highly organized and able to maintain customer data and schedules

We offer:

• Medical insurance after the trial period ending;
• Team-building activities;
• 24 paid vacation days per year;
• 5 paid sick leave days per year.

We are looking for an energetic, highly-motivated individual that can develop healthy, strong, relationships with our customers, relentlessly working to remove barriers to adoption, and play a critical role in ensuring they become passionate advocates of the platform.

What You'll Do: 

• Become an expert in the platform and product suite. 
• Partner with customers to understand their definition of success and drive successful implementations. 
• Deliver engaging, web-based training sessions for new and existing customers. 
• Design and maintain training curricula to support product adoption and customer satisfaction. 
• Share insights, metrics, and best practices to help customers get the most out of the platform. 
• Promote participation in communities and encourage the use of online resources. 
• Deliver service that inspires customers to champion EASE within their organizations and networks. 

Required Qualifications & Skills: 

• Associate’s degree or equivalent professional experience. 
• 2+ years of experience delivering web-based training for B2B software. 
• Passion for delivering outstanding customer experiences. 
• Strong communication skills (written, verbal, and presentation). 
• Ability to build positive relationships with customers and colleagues. 
• Skilled at translating technical information into non-technical terms. 
• Highly organized, with strong attention to detail and time management. 
• Experience with web conferencing tools such as Zoom or Microsoft Teams. 
• Proficiency in Chrome, other web-based applications, and Microsoft Office (Word, Excel, Outlook, PowerPoint). 

We offer:

• Medical insurance after the trial period ending;
• Team-building activities;
• 24 paid vacation days per year;
• 5 paid sick leave days per year.

This role requires market research skills, strategic thinking, and analytical problem-solving. You will identify new business opportunities by understanding industry trends, mapping organizational structures, and finding the specific business challenges our services solve. Your research-driven approach will break through the hundreds of emails/LI requests/calls prospects receive to generate a response or meeting from the ‘right’ decision maker. Once engaged, prospects will be moved to senior sales executives with deep, relevant expertise. 

Key Responsibilities

The successful candidate will identify, pursue, and develop new business opportunities and support revenue generation. The Strategic Business Development Associate is a critical part of building our prospect pipeline. Specifically:

Research & Market Intelligence (50%)

• Deep research into target industries (QSR, fitness, casual dining, multi-location retail)
• Conduct competitive landscape analysis and positioning insights to ensure relevant comms
• Identify decision-makers, map organizational structures, and identify connections in our companies
• Understand the prospect's specific business challenges (e.g., earnings calls, news, social activity)
• Find the hook/trigger that makes our services relevant to their needs (before any outreach)
• Complete weekly industry readings/research to share with the larger team  (e.g., Franchise Times for angles that make sense to pitch)
• Set up and maintain AI tools (e.g., ChatGPT, Google alerts) to pull daily industry information
• Participate in vertical-specific learning sessions to ensure deep marketplace understanding
• Attend agency information sessions to understand all USIM/MatrixPoint capabilities and services

Strategic Outreach & Relationship Building (30%)

• Utilize various tools, platforms, and databases (e.g., LinkedIn, HubSpot, Winmo, ZoomInfo) to gather and maintain lead information
• Craft highly personalized, research-driven outreach (email, LinkedIn, calls) based upon category template/script provided
• Leverage the network mapping developed (e.g., relevant connections to current employees) 
• Set meetings and schedule calls for the sales team to further discuss opportunities

Collaboration & Enablement (20%)

• Maintain detailed records of all interactions, ensuring HubSpot data is up-to-date
• Conduct weekly reviews and cleanup of HubSpot contacts to ensure accuracy for marketing lists
• Collaborate with the sales and marketing teams to refine message, target new prospects, and develop strategies for outreach
• Assist the sales team in preparing for meetings by providing background information and relevant materials
• Continuously improve approach based on performance metrics and feedback from the sales team
• Stay ahead of industry trends, market dynamics, and competitor activities to identify emerging opportunities and maintain our competitive edge

Must-Haves:

• Strong written communication
• Research experience (enjoys digging into companies/industries)
• Self-directed and highly organized
• Professional presence with executives
• Understanding of B2C brands
• Legitimate interest in our company/industry
• Readiness to work from 15:00 till 23:00 in order to have an optimal overlap of work hours with USA based teams.

Nice-to-Haves:

• Background in marketing, consulting, agency or media
• Experience with martech or analytics tools
• Network in target industries (QSR, fitness, multi-location brands)
• Relevant experience in business development or strategic research roles

We offer

• Medical insurance after the trial period ending;
• Team-building activities;
• 24 paid vacation days per year;
• 5 paid sick leave days per year.

Responsibilities

• Manage CEO’s calendar, meetings, and priorities
• Track tasks, decisions, and deadlines; follow up until completion
• Send timely reminders and ensure commitments are met
• Plan schedules and meetings
• Coordinate communication with teams and partners
• Handle orders, logistics, and administrative tasks
• Maintain organized systems, documents, and records
• Provide proactive, reliable day-to-day support to the CEO

Skills & Qualifications

• Advanced English (written and spoken)
• Highly organized, detail-oriented, and reliable
• Strong follow-up and time-management skills
• Ability to prioritize and manage multiple tasks
• Excellent communication and discretion
• Proactive, self-driven, and solution-oriented

• Readiness to work from 11:00 to 20:00 Kyiv time
   

  We offer

• Medical insurance after the trial period ending;
• Team-building activities;
• 24 paid vacation days per year;
• 5 paid sick leave days per year.

We are looking for a Junior Strong / Middle System Administrator to join our team. This role is ideal for a hands-on professional who combines solid technical skills with strong organizational abilities and enjoys contributing to smooth, efficient company operations.

Requirements

• 2+ year of experience in system administration and/or technical support
• Confident user of office and productivity software
• Strong troubleshooting skills across hardware, software, and network issues
• Basic understanding of office management processes and equipment maintenance
• Familiarity with IT security principles and best practices
• Strong organizational skills and ability to multitask in a dynamic environment
• Strong communications level
• English Level is Intermediate or above

Responsibilities

• Provide technical support for hardware, software, and network-related issues
• Perform routine system and equipment maintenance to ensure reliability and efficiency
• Troubleshoot and resolve technical issues to maintain a stable and seamless work environment
• Oversee office-related operations such as equipment setup, basic facility support, and vendor coordination
• Manage inventory of office supplies and IT equipment to ensure optimal resource usage
• Maintain accurate records of equipment, software licenses, warranties, and service agreements

We Offer

• Medical insurance after the trial period
• Team-building activities
• 24 paid vacation days per year
• 5 paid sick leave days per year