Customer Success Specialist (Remote - South East Region)

Company Overview

EPS Learning is a leading K–12 supplemental literacy and math curriculum company. Its suite of solutions includes many well-known, trusted and proven products like SPIREⓇ, Explode The CodeⓇ and Wordly WiseⓇ. The company recently took on a private equity partner committed to product and go-to-market investments that will position the company for explosive growth over the coming years. We are looking for candidates who want to be part of addressing one of our nation’s most critical challenges. Fewer than a third of all students can read proficiently. Reading ability is a key driver of equity since only 20% of Hispanic students, and 16% of Black students can read proficiently by 4th grade. You will be joining a high-paced, creative and fun team dedicated to making a difference in children’s lives and driving equity across our nation’s public schools.

Position Summary

We are hiring for an Customer Success Specialist who is responsible for the successful onboarding, implementation, and end user adoption of EPS digital and hybrid curriculum programs across several major product lines focusing on literacy and math. The ideal candidate will take a proactive stance towards engaging EPS curriculum customers to ensure they receive best-in-class support. This position will focus on customer engagement while also working closely with internal teams such as technical support, product development, and sales.

Responsibilities

• Manage an assigned portfolio of strategic accounts. The ideal candidate will use discretion to prioritize their time, creating and implementing engagement strategies based on account size, and health attributes.
• Evaluate assigned portfolio of small and mid-market partnerships to determine appropriate engagement and communications, helping them realize the full value of their purchase to drive renewal retention.
• Supports pre-sale digital program overview demonstrations and maintenance of sales demo accounts, trials, and pilots.
• Facilitates post-sale onboarding, rostering, and licensing of schools and districts into various curriculum platforms.
• Coordinates with the sales team to execute on successful hand-offs.
• Delivers and assists in post-sale digital platform professional development for EPS programs to support implementation, training, and ongoing usability of digital products.
• Coordinates with the sales team to cultivate and highlight exceptional implementations and educators for referrals, case studies, and deeper customer engagement.
• Develop a process and communication plan with sales when identifying cross-sell, up-sell, and Customer Health indicators.
• Maintain customer contact information, including but not limited to NetSuite and Hubspot, to keep an open channel of communication with both the customer and sales.
• Supports internal training on platforms as appropriate for various roles.
• Liaison with technical support to resolve technical issues related to successful use of EPS’s digital programs.
• Within your portfolio accounts, at times you may need to travel onsite to the customer as part of a strategic onboarding, renewal, or escalation necessary to ensure a successful customer experience. This type of travel would likely be quarterly, and align to appropriate academic calendar milestones like back-to-school or end of school.

Qualifications

• Bachelor’s degree preferred.

• 2-4 years’ experience supporting customer digital implementations and ongoing needs.
• Experience with customer service, sales support, or sales.
• High level of comfort with technology and ability to pick up new software quickly.
• Prior CRM experienced preferred.
• Ability to work effectively with team members in remote locations.
• Ability to craft and maintain standard work documentation for both process and content standards.

Benefits and Perks

• We offer a competitive compensation package based on various factors including but not limited to qualifications, skills, competencies, location, and experience.
• Other rewards may include an annual bonus or commission, a 401(k) retirement plan with employer match, medical, dental, and vision insurance effective day 1, generous PTO and paid holidays, and employer paid life and short & long term disability insurance.
• We provided you with a laptop for your home office and a flexible remote-first work culture.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our organization is dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply! You may be just the right candidate for this or other roles. Please be sure to attach your resume. Applications without an attached resume will be considered incomplete. We are an Equal Opportunity Employer.