The Role
We're hiring a Client Engagement Specialist to look after clients once they're running on 10X ERP. Launch is the start of that relationship. After it, clients need quick answers when something goes wrong, someone who checks in before they have to ask, and help getting more out of the platform as their business changes.
You'll work our support queue, answering questions and troubleshooting with our engineers when something needs a fix. You'll also own regular contact with our key accounts, learn their businesses, and spot where a feature or add-on would help. When a client takes on something new, like our B2B e-commerce storefront or EDI, you'll help implement it. Where your experience fits what a client needs, you'll visit them on-site for a consult visit.
Our client base is growing quickly, and many more clients will be live on the platform over the next year. This role is how we keep those relationships close as that happens.
The Product
10X ERP is a modern, cloud-native ERP for small and mid-market distributors in industrial supply, sealing, fasteners, hose and hydraulics, electrical supply, jan/san, plumbing and HVAC, foodservice equipment, and medical supply. Clients run inventory, orders, purchasing, warehouse, and accounting on it every day, and add tools as they grow, including B2B e-commerce, EDI, Avalara and TaxJar, HubSpot, 10X Insights, and 10X Pulse.
What You Will Do
- Pick up clients from our Onboarding Specialists after launch, so the handover doesn't feel like one to the client
- Answer and resolve support requests using our support tools, and work with our engineers on anything that needs a fix
- Stay in regular contact with key accounts through check-ins and account reviews
- Learn each client's business well enough to see where 10X ERP could do more for them
- Implement features and add-ons for existing clients, such as B2B e-commerce, EDI, and 10X Insights
- Visit clients on-site for consult visits where your experience fits what they need
- Track client feedback and opportunities in our client hub and CRM
- Write and maintain support documentation and knowledge base articles
- Bring what clients need back to our product and engineering teams
Who You Are
- Experienced in customer success, account management, or technical support at a software company, ideally B2B SaaS or ERP
- You run a support queue well. Nothing sits, and every request gets closed out with the client.
- Good with people under pressure. You can settle a frustrated client and still have a candid conversation about what they need.
- Comfortable learning a large product in depth and troubleshooting before you escalate
- You notice when a client would benefit from an add-on, and you can make that case without it feeling like a sales pitch
- Experience with e-commerce, EDI, or implementing add-ons after launch is a strong plus
- Comfortable with AI-assisted workflows. We use AI tools across every role and expect you to do the same.
- Organized and self-directed
- Experience in distribution, wholesale, or supply chain is a strong plus
- Strong English communication skills
Why This Role
- Relationships that last. Clients run their whole business on 10X ERP for years. You'll know them and they'll know you.
- A direct line to the product. What you hear from clients goes straight to the people building it.
- Self-funded. No investors, no board. Our only obligation is to our customers.
Details
- Full-time, ongoing position
- Fully remote and US-based, with some travel to client sites for consult visits
- Overlap with US Central Time (CT) during business hours
- Reports to our Customer Success Manager (currently filled by our COO) and works closely with our onboarding, sales, and engineering teams
- Competitive compensation and benefits, including health insurance
- Target start: as soon as possible
How to Apply
To be considered, please record a quick Loom video (60 seconds or less) introducing yourself, your relevant experience, and why you're interested in this role. Paste the link in the "Loom Video URL" field below. Applications without a video will not be reviewed.
No formal script needed. Just be yourself. We want to see who we'd be working with.
Apply for this Position
Interested? Tell us about yourself and we'll be in touch.