Customer Success Generalist

Our company is growing and looking to hire a Customer Success Generalist (CSG) to join our team. In this entry-level position, the CSG will serve as the primary point of contact supporting customers who are utilizing professional learning services. The CSG is responsible for ensuring customers have a great experience with the goal of supporting new and existing customers within the Customer Success Department.

The ideal candidate has a positive attitude, a passion for solving customer needs, and practical communication skills. This position will be responsible for post-sales support, building and maintaining customer relationships, handling customer inquiries, and overall customer satisfaction. The CSG works closely with the Sales, Service Fulfillment, Professional Learning, and Operations Teams for resource allocation, to establish assignments, to create trainings in the Learning Management System (LMS), to create training material orders, and to ship appropriate training materials. The CSG will also support other Customer Success responsibilities as assigned to support the department.

Essential Job Functions:

• Responsible for the creation of all training sessions and online course enrollments associated with customer-accepted professional learning plans that are not part of core catalog offerings.

• Responsible for entering resources against project tasks in NetSuite and the maintenance and reporting of the resource schedules.

• Responsible for the reconciliation of enrollment information in the Learning Management System (LMS) for certifications.

• Creation and maintenance of customer and account records in the WLT database.

• Ensure user adoption to drive renewals and expansion

• Collect customer feedback and communicate to appropriate internal stakeholders as part of the ongoing improvement cycle

• Engage customers and resolve customer requests and complaints

• Work with other internal teams to ensure seamless transitions throughout the customer journey and to assist with the accurate and timely completion of deliverables.

• Provide support to internal and external members of the Customer Experience (CX) Team.

• Understand and display WLT’s values

• Other duties as assigned

Minimum Requirements

Skills and Experience

• 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

• Self-driven and proactive nature

• Passion for service

• Patient and active listener

• High computer literacy and ability to quickly learn new software applications and WLT business systems including NetSuite, Control Panel, ADP, Microsoft Suite Applications, etc.

Education or Certification

• Bachelor's Degree or related work experience

Wilson has identified the anticipated pay range for this role based on the many factors that we consider in defining compensation levels for our roles, including market data, and internal equity considerations. Actual pay, and allocation between base and any target discretionary bonus, will vary based on geographic location, education, work experience, skills, market data, and internal equity considerations. Wilson offers competitive benefits, including:

Anticipated salary range: $51,000 - $64,000.

Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace.M/W/D/V