Remote Customer Success Manager & Support Specialist Job in Austin, TX CareerCraft

Who you are

• 2+ years experience in implementation and customer success for SaaS company and/or experience working with SaaS tools in an education setting
• 3+ years in K-12 education or higher education setting
• 1+ years of customer support experience, preferably in an education technology environment
• Experience working in a remote environment
• Strong interpersonal skills (patience, active-listening, enthusiasm, empathy)
• Project management skills (understand task dependencies/sequence and management of tasks, time management)
• Positive attitude — you can stay optimistic in high stress situations
• Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it
• Ability to maintain a high-level of customer satisfaction
• Excellent written and verbal communication skills
• Proficiency in using customer support tools and ticketing systems
• Ability to multitask and prioritize in a dynamic support environment
• Occasional travel, based on customer needs with meetings and trainings some travel may be required

What the job involves

• Serve as the main point of contact for school district clients, building relationships through onboarding, nurturing, and renewal stages.
• Onboard new customers, scheduling and delivering training, and working with teams for data integration and platform setup.
• Provide continual support by conducting regular check-ins, monitoring issues, and sharing best practices.
• Deliver first-line support for customer inquiries via phone, email, and chat, troubleshooting platform issues.
• Document problems and challenges faced by districts, developing support documentation and training materials.