Customer Success Specialist

Customer Success Specialist

At EKN Engineering, we solve challenging problems with innovative engineering and configurable software solutions. We use an engineering-first approach, combined with data-driven strategies, to improve overall compliance, risk management, and design accuracy tailored to the specific needs of each client.

With decades of experience in engineering, our team of over 170 professionals in Irvine, California is dedicated to building a safer and more efficient tomorrow through engineering and technological innovation.

About the Role

We’re looking for a Customer Success Specialist to join our growing Customer Success team. This is a foundational role on a small, high-impact team — you’ll play an active part in shaping how our customers experience our platform from their first onboarding session through ongoing day-to-day support.

This role is an even split between implementation and support. You’ll help new customers get up and running on our Utility Management software over.vu, then stay close to those customers as their primary support resource. Over time, you’ll take on increasing ownership across both functions.

What You’ll Do

Implementation & Onboarding

• Coordinate and run onboarding sessions for new customers, guiding them through the platform and their specific workflow setup

• Translate each customer’s existing processes into the over.vu environment, documenting as you go

• Develop and maintain onboarding documentation, process maps, and progress trackers tailored to each customer

• Identify feature gaps or needs surfaced during onboarding and route them to the right internal teams

• Support post-implementation adoption checks at 30 days, tracking whether customers are engaging with released features

Customer Support & Maintenance

• Respond to customer support tickets and ad-hoc questions with clarity and care, ensuring timely resolution

• Triage incoming requests, escalating where needed and keeping customers informed throughout

• Monitor customer health signals and flag at-risk accounts proactively

• Interpret customer feature requests, advocate for user needs, and communicate roadmap updates back to customers

Enablement & Documentation

• Maintain and update our customer-facing knowledge base (the Academy), including release notes and how-to documentation

• Write and maintain clear, accurate in-app documentation and user guides

• Assist in developing training materials that help customers confidently use new and existing features

• Contribute to process improvement by flagging recurring support patterns and suggesting documentation or product solutions

What We’re Looking For

• 0–3 years in customer success, project coordination, or project management.

• Strong organizational instincts, and ability to manage multiple customers and tasks simultaneously.

• Excellent problem-solving skills and pattern recognition. The ability to pick up on what a customer is really trying to solve, not just what they literally asked for

• Ability to break problems down, follow the logic, and find clean solutions in no-code and automation tools

• Comfortable in Jira, Microsoft Power Automate, or similar workflow and automation platforms.

• Comfortable with autonomy, able to identify what needs to happen next and pursue action.

• Customers trust you to guide them—not just fulfill requests—and you can confidently push back when something will not work while suggesting a better approach.

• Ability to explain complex logic and make customers feel confident, not overwhelmed

What You Can Expect From Us

• A small, cross-functional team where your work is visible and your voice matters

• Direct mentorship from the Customer Success Manager with a clear path to grow your scope

• Exposure to product, sales, and pre-sales conversations — this role isn’t siloed

• A culture that values customer relationships over metrics, and long-term success over short-term wins

Why Join Us:

At EKN Engineering, you’ll be part of a company that values innovation and accountability and supports our employees' professional growth and personal development. Here, you’ll work with teams that push the boundaries of engineering to create solutions that enhance our communities and the environment by making utilities safer.

Benefits & Perks

• 100% Company-Paid Medical, Dental, Vision, and Life Insurance – Comprehensive coverage to support your health and well-being.

• 401(k) with Company Match – We invest in your future with a dollar-for-dollar match on contributions.

• Flexible Spending Account (FSA) – Set aside pre-tax dollars for qualified healthcare and dependent care expenses.

• Exclusive Employee Discounts – Access our BenefitsHub for savings on travel, rental cars, hotels, theme parks, and more.

• Monthly Catered Lunches & Daily Office Snacks – Enjoy a well-stocked kitchen and regular team meals to keep you fueled throughout the day.

• Employee Engagement & Wellness – We value connection and balance. Our team enjoys a variety of events and activities throughout the year, including hiking outings, summer BBQs, sports games, holiday celebrations, and dedicated team-building days.

• JOYA Health Membership – Access to over $1,000 in annual skin health and wellness benefits, including complimentary facials or peels, aesthetic service credits, priority skin cancer screenings, teledermatology services, and discounts on skincare products.

• Wellness Perks & Support Programs – Access a variety of wellness resources including discounted gym memberships through One Pass, mental health and self-care tools via AbleTo and Calm, and monthly rewards for healthy activities through Rally.

Public Warning: Recruitment Phishing Scam Impersonating EKN Engineering

EKN Engineering has become aware of a phishing scheme targeting individuals with fraudulent interview requests and job offers. EKN’s secure IT systems and private applicant information have not been compromised; scammers are impersonating EKN employees, using the company name and branding to mislead and engage potential job seekers in fake recruitment processes. Scammers might reference real job openings or describe fake opportunities that generally match individuals’ professional backgrounds, with the goal of establishing communication and eventually obtaining private financial information to defraud people. The Federal Bureau of Investigation and Federal Trade Commission warn that employment scams such as this are a growing cyber threat. EKN urges anyone who is contacted about employment opportunities to exercise caution and know that:

• All communication from EKN Engineering will be from an EKN employee using the @eknengineering.com email domain. We do not use third-party recruiters.

• EKN Engineering recruiters will only schedule interviews for candidates who have applied for a position through our secure portal.

• No corporate or IT systems at EKN are affected by this scam. The scammers are using EKN’s logo and employee names to impersonate the company. • You can directly contact us at [email protected] with any questions or concerns.

EKN is committed to ensuring the safety and security of our community. We caution individuals to be vigilant in protecting personal data and vetting communication with new contacts from any company. Do not respond or provide any personal information if contacted by someone claiming to represent a company to which you did not submit a job application or profile. This scam can be perpetrated against any business and individuals who recognize and trust its name.

For information on EKN recruitment practices and policies, please visit our career page or email [email protected]. To report a scam, visit: https://reportfraud.ftc.gov//.