Khoros, LLC

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Job Locations UK-London
As a Senior Technical Consultant within our Professional Services team, you are essential to our customers’ success by designing and implementing Khoros' solutions optimally for their needs. On a day-to-day basis, you will be responsible for: understanding customer goals and guiding them to appropriate technical solutions; designing, implementing, and overseeing the development of these solutions; contributing to pre-sales efforts (feasibility, scoping, analysis, estimation); working with colleagues, as needed, throughout the design and delivery lifecycle.   Responsibilities:   - Working with customer to understand goals or requirements and guiding them to an appropriate technical solution; scoping, estimating, architecting, and implementing custom UX on Khoros' core products; articulating complex technical concepts in layman's terms - Overseeing the delivery of projects from a technical standpoint with the goal that the completed implementation adheres to the intended design and properly addresses the business requirements - Leading the technical track of a project and delegating project tasks to other engineers; collaborating with other engineers solve technical problems and unblock project tasks; executing code reviews - Consulting with customers via phone and email, and occasionally in person, on Khoros UX customization best practices - Managing and accounting for your own time and activities - Contributing to operational and process improvements within the department   Requirements: - 8+ years of professional web development experience - 5+ years experience in a technical consulting role or similar position - Strong command of the English language (written, spoken, colloquial); additional languages a plus - Confidence in your presentation skills – ability to capture attention and deliver key messages in a variety of contexts (small groups to larger audiences) - Strong foundation in semantic and accessible mark-up (HTML5/ARIA), modern CSS and layout techniques (CSS3/Flexbox/Grid), CSS preprocessors (Sass) - An incredible eye for detail and an obsession for pixel perfection, along with the creative and critical thinking mindset to effectively combine aesthetics and usability - Professional experience with: - Feasibility analysis and scoping technical work using a variety of methodologies (formal and informal) - Leading technical tracks of projects and delegating tasks to junior teammates - Talent for troubleshooting; Eagerness to self-teach   Additional Skills: - Comfortable with basic client-side scripting (eg: JavaScript, jQuery, XML, JSON). - Experience with a server-side templating framework (e.g.: Freemarker, Velocity). - Familiarity with UNIX command-line tools and scripting. - Working knowledge of software revision control systems including Git and Subversion.
Category
Customer
ID
2021-2164
Job Locations UK-London
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 customers like Samsung, HP, Sony and Visa.  The Khoros engagement platform comprises Online Community, Social Media Management and Messaging products for social customer service, social support and social media marketing teams to listen, respond and act on customer conversations – creating deep relationships and fostering brand loyalty and advocacy.‚Äč The Associate Technical Account Manager role has a strong technical aptitude and is responsible for the overall success of their customers. In today’s ever-changing social landscape, we need someone who’s up-to-date on the latest and greatest web tools and platforms. To do so, we use Web 2.0 architecture, REST APIs, JSON, XML, relational databases and networking in our day to day lives. This means a proficiency with programming, scripting languages, and database construction is definitely experience that’s needed to succeed. If your background includes a strong social web interest, that would be an advantage!   Some responsibilities include: If you’re interested in being part of an amazing team that is a customer satisfaction leader and is working towards being one of the top global software support organizations, here’s where you’ll be able to make a difference: - Being the named technical contact for our marquee and strategic customers that have elected for our Premium support services. - Building a trust relationship with experienced resources to ensure successful long-term engagement with Khoros, driving their adoption, comprehension, and utilization of our product suite. - Facilitating and leading actions with internal teams while maintaining consistent communication with customers as we move their cases toward resolution. - Preparing and delivering operational metrics reporting as part of ongoing status reviews to provide customers with a holistic view of their current and past cases. - Working with product management, engineering, sales, professional services, customer success, and other teams to ensure customer loyalty and long-term usage of the platform. - Participating in issue triage and, through your product expertise, assist in resolving customer reported defects and questions. You will perform advanced troubleshooting and log analysis as you collaborate with customers to develop solutions and answer inquiries.   Minimum Requirements: - Experience in customer and/or technical support roles, ideally with a focus on web applications and Enterprise Software Solutions. - Experience working with customers, managing relationships and setting customer expectations - Previous demonstrated experience in a few of the following technical domains: - HTML CSS, DHTML, JavaScript - J2EE (Java, JSP, Servlets) - Relational databases (Oracle, MySQL) - Networking (TCP/IP, SSL, HTTP, etc.) - Lucene query syntax and Regular Expressions - Any 3rd or 4th generation programming language and associated software development tools and processes (version control, AGILE, etc.)
Category
Customer
ID
2021-2156
Job Locations UK-London
ABOUT KHOROS    Khoros, formerly known as Lithium + Spredfast, is the leading customer engagement platform providing Social Media Marketing, Care and Monitoring Solutions. Khoros Customer Engagement Platform is built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100. Khoros has ten offices globally and powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.   ROLE    As a Talent Engagement Partner, you're a standout colleague, who's highly motivated, well-organized, and who has a real passion for driving a culture of excellence. You will work side by side with Khoros' leaders in providing support and strategic influence with a hands-on approach in delivering all HR programs and activities. This position reports in the Senior Manager of Talent EMEA.   WHAT YOU’LL DO  - Supporting performance management methodologies using performance metrics, feedback, and rewarding performance. - Participating in the development and management of programs that drive employee engagement - Partnering with Khoros' management team in EMEA region to drive a high performing culture, including the analysis and production of data and reporting for quarterly business reviews. - In partnership with managers, supporting employee relations issues for employees, aligning both employee and business needs - Experience running cyclical HR processes for teams across geographies. - Managing Critical Talent Management situations   WHAT WE ARE LOOKING FOR ? - Experience of working in Global Teams. - Professional experience working in a SaaS/ Technology field. - Ability to be proactive, to anticipate and provide alternatives and options to the business - Ability to diagnose and successfully handle employee relations - Excellent written and verbal communication skills - Excellent interpersonal, group, process, and influence skill WHAT YOU’LL DO ? - Supporting performance management methodologies using performance metrics, feedback, and rewarding performance. - Participating in the development and management of programs that drive employee engagement - Partnering with Khoros' management team in EMEA region to drive a high performing culture, including the analysis and production of data and reporting for quarterly business reviews. - In partnership with managers, supporting employee relations issues for employees, aligning both employee and business needs - Experience running cyclical HR processes for teams across geographies. - Managing Critical Talent Management situations   WHAT WE ARE LOOKING FOR ? - Experience of working in Global Teams. - Professional experience working in a SaaS/ Technology field. - Ability to be proactive, to anticipate and provide alternatives and options to the business - Ability to diagnose and successfully handle employee relations - Excellent written and verbal communication skills - Excellent interpersonal, group, process, and influence skills
Category
Human Resources
ID
2021-2112
Job Locations UK-London
About Khoros   Khoros is seeking an Associate Strategist to add to our growing professional services team. Associate Strategists are mix of social media expert, media planner and analyst who can counsel Khoros customers on best practices. They can work independently with little oversight, both on their specific assignments but also across disciplines for larger team deliverables. Associate Strategists have started to develop an area of expertise but are still proficient across all types of social (paid, content, community management, analytics, etc.).   Role   The ideal candidate embraces a fast-paced work environment and is interested in supporting customers from a wide-range of industries. A deep understanding of social media and major networks is key, as is a sense of curiosity and a “can-do” attitude. They are master multitaskers, communicators, negotiators, and constantly strive for flawless execution. They are eager for feedback, identifying new goals and ways to improve themselves and the team around them. They will take ownership in their projects and accounts while also working collaboratively as a team to develop social strategies that meet and exceed our customers' business objectives. They will become expert-level users of Khoros Conversations and Intelligence platform.   What you will do? - Effectively manage customers on a day-to-day level while keeping an eye on long-term vision for goals and growth. - Monitor and manage customers’ brands across all major social networks and actively mine social conversations for relevant insights and opportunities to engage. - Assist with scheduling staffing resources to ensure consistent coverage on accounts. - Answer customer inquiries competently and efficiently, coordinating with internal teams when necessary. - Work with strategists and analysts to plan, forecast, and report for on social media marketing and care programs. Manage outcomes against a set of defined business goals and KPIs. - Review and analyze paid and organic content for optimization and strategic opportunities to improve. - Consult on social media strategies for Khoros customers and new business pitches as needed. - Provide strategic counsel to customers on best practices for organic and paid social programs across all major networks. - Manage and mentor social media coordinators by facilitating opportunities to grow and accomplish established goals. What we are looking for? - Experience in the social media space or equivalent combination of experience, education, and training. - Strong familiarity with key social platforms including Facebook, Twitter, Instagram, Pinterest, YouTube, LinkedIn, Google+ and Snapchat. - Experience working with advertising platforms across the major social networks. - Passionate about all things social; demonstrate an eagerness to learn and share best practices, new trends, and major developments in the social space. - Enthusiasm for and willingness to grow in all facets of social media management including marketing, social care, content strategy, content creation, measurement, and account management. - Ability to rapidly assess, analyze, and resolve complicated issues independently, even with little initial information. - Demonstrate initiative and independence; is consistent and dependable. - Willingness to go the extra mile to help a teammate, customer, or community member. - Works well within highly collaborative, multidisciplinary teams with many moving parts; highly developed sense of teamwork is a necessity. - Excellent project management and organization skills; ability to manage multiple projects and prioritize based on customer needs. - Ability to manage and analyze large data sets, work in Excel, and create and build meaningful charts and reports. - Excellent editing and proofreading skills; ability to think critically about content in context of brand messaging, goals, and voice. - Ability to manage multiple personalities and communication styles, empathize with team members, and successfully navigate interpersonal communication to create and maintain a positive team environment. - Outstanding oral, written, and presentation skills required. - Minimal travel may be required. - Occasional evening and weekend coverage may be required. What would add value? - Agency or brand experience. Why you should join our team?   Awesome Culture - Performance Driven - Flexible Working hours Great Benefits - Medical allowance - Generous leave policy Competitive Compensation - Among the best in industry - Annual bonus Equal employment opportunity - Our employment practises 
Category
Strategic Services
ID
2021-2094
Job Locations UK-London
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 customers like Samsung, HP, Sony, and Visa.   Khoros is now seeking an experienced Executive to lead our Customer Organization for our International Business. This is a key role for our team, leading the delivery of a seamless and impactful end-to-end journey for Khoros’ International customers, ensuring they experience the full value of our solutions.   This role leads a cross-functional Customer Success Group, optimizing Khoros’ net retention and influencing targeted expansion sales efforts through deep client empathy, analytical rigor, a practical understanding of client value delivery, client service and support operations in a recurring revenue business, technology to enable customer success, and financial acumen to impact our KPIs. This role reports directly to the Chief Customer Officer, and serves as a member of the group’s Senior Leadership Team - ensuring cross-functional alignment and delivery in successful customer outcomes and sustainable company growth.   Some responsibilities include: - Drives software renewal and retention rates by ensuring customer value and outcomes - Works closely with sales organization to ensure alignment and overall net retention rates drive growth in region  - Defines operational metrics and develops team key performance indicators to ensure efficiency and customer satisfaction. Learns from and implements best practices in industry. - Accomplishes the above by leading world-class Customer Success, Support and Professional Services teams in a matrix environment - Attract and engage high performing individual contributors and managers into the team. Fosters collaboration across the commercial teams and the customer lifecycle and encourages continuous learning within the team. - Fosters a company-wide culture of Customer Success, optimizing available tools, and ensuring hands-on coaching/training on using our Client Support and Success tech stack. Continually improves processes to reduce administrative tasks for the client-facing teams. Qualifications: - Ten years of professional experience in Professional Services, Customer Success, Operations, Sales or a similar function. Experience in a high-growth, SaaS and/or information services environment required. - Strong background in understanding how to optimize professional services and customer success resource modeling and execution - Proven experience leading teams and working effectively with senior executives and cross-functional teams globally - Strong empathy for customers AND passion for revenue and growth - Deep understanding of value drivers in recurring revenue business models - Strong experience in creating a partner ecosystem - Practical, hands-on analytical capabilities and ability to balance both tactical and strategic initiatives - Enthusiastic and creative leader with the ability to inspire others - Ability to work across cultures and time zones
Category
Customer
ID
2021-1942