Fast Facts

Seeking a proactive Customer Success Specialist to build relationships and support our Higher Education customers, enhancing their experience with our language learning products. Join a collaborative team focused on customer satisfaction and retention.

Responsibilities: Key responsibilities include managing customer inquiries, providing onboarding support, identifying new business opportunities, updating CRM records, and creating training materials to enhance the customer experience.

Skills: Required skills include a Bachelor's degree, 3+ years in customer success/support, experience with product demos, strong communication and organizational skills, and CRM proficiency.

Qualifications: Preferred qualifications include experience with Salesforce and familiarity with educational technology products.

Location: The position is hybrid, ideally based in Boston, Massachusetts, or remote within the Eastern Time Zone.

Compensation: $50000 - $60000 / Annually

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.

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

WHAT’S THIS ROLE ABOUT? 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.

WHY IS THIS EXCITING? 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.

IN THIS ROLE YOU WILL:

• 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

YOU MUST HAVE (MINIMUM REQUIRED SKILLS & EXPERIENCE) 

• 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 of times/year to necessary team/company meetings (up to 15%)

IDEAL IF YOU HAVE (PREFERRED SKILLS & EXPERIENCE) 

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

LOCATION: Hybrid - Boston (ideal) or Remote in Eastern Time Zone

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.

SALARY: $50k-$60k annual salary range

This position is salaried and is eligible for an annual incentive based on employee and organizational performance.