Customer Success Specialist

WHO ARE YOU?

You are a solution-oriented, proactive, and relationship-driven customer success professional. You thrive when building relationships, resolving issues and focusing on the long-term satisfaction and retention of customers.

We are passionate, innovative, lifelong learners, and creative thinkers working to develop culturally authentic language learning products for K-12 schools and universities.

As a Customer Success Specialist, you’ll assist our Higher Education customers by guiding them through our products, solving problems, offering helpful advice, and ensuring they have a great experience. You’ll be part of a welcoming, driven, and enthusiastic team that values working together every day.

We are a growth-minded organization adding to our sales team in our continuous effort to have a positive impact on students, educators and administrators by providing language learning resources.

• Act as key point of contact and manage the Customer Success inbox by triaging and responding to customer inquiries, resolving issues efficiently, and routing requests to the appropriate internal teams
• Provide customer onboarding support using various resources such as product demos, 1:1 training calls, sending materials, etc.
• Assist with identifying new business opportunities, analyzing account activity, assisting with account/territory activities, and handling day to day account administration
• Ensure timely activity/account updates in CRM, run reports and partner with sales team members as needed, etc.
• Assist with scheduling/coordinating logistics for customer demos/trainings, meetings and events
• Partner with Customer Success Lead and other internal teams to improve workflows/processes that elevate the customer experience and other projects
• Create customized documents, collateral and presentation materials to support customer onboarding, training, and ongoing success as needed

• Bachelor’s degree minimum
• 3+ years of experience in a customer success, customer support or sales support role
• 1+ year of experience doing product demos, presentations or trainings using video-conferencing tools for internal or external customers
• Experience using a CRM to track and manage daily activities
• Strong relationship building, interpersonal, communication, organizational and follow-up skills
• Willingness to travel a few times/year to necessary team/company meetings (up to 15%)

• Experience with Salesforce
• Familiarity with educational, ed-tech, publishing, VHL or similar technology products

Candidate must reside within the United States. Ideal candidate will reside within a reasonable distance to our Boston, MA office location and be willing to work a hybrid remote/in-office schedule (Tues/Thurs in office minimum). If outside of that area, candidates within the Eastern Time Zone (EST) of the United States may be considered. Relocation is not available for this position.

$50k-$60k annual salary range. This position is salaried and is eligible for an annual incentive based on employee and organizational performance.