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SalaryJob Overview:
The Customer Success Partner is responsible for customer onboarding, adoption, and implementation and will report to the Customer Success Manager. This role works closely with customers to facilitate successful customer onboarding, product implementation, and success goals. The ideal candidate has experience in EdTech, preferably with a background in K-12 education and a customer-facing role. The Customer Success Partner has excellent organizational and communication skills and is adept at working in a professional learning and coaching capacity with customers.
Our Philosophy: We, at ExploreLearning, are proud to provide our community with service that is comprehensive, compassionate, and empowers teachers and students to be successful as they meet the challenges of K-12 STEM education. As ExploreLearning associates, we are committed to serving with the understanding educators and educational institutions deserve easy pathways to program success and demonstrating the highest level of professionalism and cooperation both internally and with customers.
Job Responsibilities:
- Manage a growing book of customer accounts to provide an outstanding customer experience that exceeds customer expectations through effective and efficient onboarding of customers and drives greater usage/adoption over time, improving customer ROI.
- Partner with customers to identify and meet their professional development needs in support of their implementation goals.
- Collaborate and support team development through effective communication, continuous learning, and setting high standards of performance.
- Contribute to the development of processes to support the operations of the Customer Success team.
- Offer creative solutions in serving customers based on their unique needs.
- Manage multiple customer projects to ensure timely and successful onboarding, adoption, and ongoing implementation health.
- Host customer onboarding/goal-setting calls and manage documentation to ensure project completion.
- Monitor customer adoption metrics and communicate internally and with customer stakeholders on project health.
- Drive customer adoption and implementation through coaching and best practices.
- Identify and elevate ideas or issues related to creating a unified customer experience, increasing customer engagement, product enhancements, and escalations.
- Track customer activity throughout the customer lifecycle to document customer health and retention.
- Maintain a deep understanding of ExploreLearning solutions and content.
Job Requirements:
- Bachelor’s degree or equivalent work experience.
- 3+ years of customer-facing experience (Customer Success, Professional Learning, Customer Service, Sales/Account Management).
- Proficiency with Salesforce, Google Drive, Microsoft Office Suite, and project management tools.
- Drives with urgency, professionalism, and execution that establishes a new level of expected customer service performance.
- Proven data analysis skills.
- Project management experience.
- Excellent oral and written communication, persuasion, interpersonal, and customer relationship-building skills.
- EdTech industry experience required, K-12 education experience preferred.
- Excellent problem-solving, facilitating, and presentation skills.
- Ability to function effectively in a virtual team environment with minimal supervision.
- Ability to travel to company meetings, conferences, and customer events.
Required Competencies:
- Customer Focus: Ensuring that the customer perspective is a driving force behind business outcomes and activities; crafting and implementing service practices that meet customers' and own organization's needs.
- Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships.
- Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
- Continuous Learning: Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skills on the job and learning
- Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
- Technical / Professional Knowledge and Skills: Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.
- Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
Why Work With Us?
In addition to competitive salaries and generous benefits, ExploreLearning offers an exciting and dynamic working environment in which creativity, teamwork and professional growth are valued and rewarded. Our award-winning online programs bring engaging and effective instructional strategies to K-12 classrooms around the world. Over the course of the last 20+ years, we’ve received numerous awards from some of the worlds most respected education organizations, and were recently named one of the Best Places to Work in Virginia.
Our office is based in historic downtown Charlottesville, Virginia, located approximately 100 miles southwest of Washington, D.C., and consistently rated one of America’s best places to live. The area offers a wide variety of business, cultural, historical, educational and sport-related attractions.
To learn more about our organization and the exciting work we do,
visit us online.
An Equal Opportunity Employer
We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.
