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Customer Success Manager & Support Specialist
Skills
TrainingCustomer SatisfactionCustomer SuccessCustomer SupportEvent TicketingOnboardingSkilled Multi-Tasker
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 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
Day to day
- 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.