Customer Success Specialist

Job Description

REQUIREMENTS

• Passion for service
• Patient and active listener
• Knowledge of best practices in customer service and retention
• Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance.
• Self-awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientation.
• Excellent communication and interpersonal skills
• Experience in the field of education, school/district leadership, educational publishing/technology, preferred
• Self-driven and proactive nature
• High computer literacy and ability to quickly learn new software applications
• Bachelor’s Degree or related work experience

RESPONSIBILITIES

• Engage customers and resolve customer requests and complaints
• Continually surprise and delight customers with a proactive, customer-centric attitude
• Work with other internal teams to ensure seamless transitions throughout the customer journey
• Minimize churn and optimize user adoption to drive renewals and expansion
• Collect customer feedback and communicate to appropriate internal stakeholders as part of the ongoing improvement cycle
• Ensure high customer engagement and satisfaction as measured by retention, health score, expansion opportunities identified, and CNPS
• Understand and display our client’s values
• Other duties as assigned

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