Customer Success Specialist

SalesRemote, Boston, Massachusetts Massachusetts

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Description

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. 

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We are passionate, innovative, lifelong learners, and creative thinkers working to develop culturally authentic language learning products for K-12 schools and universities. Our benefits package includes life/health/dental/vision insurance, 401(k), educational assistance, commuter pass subsidies, generous employee referral bonuses, PTO and paid holidays.

Vista Higher Learning is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sexual orientation, gender identity, national origin, physical or mental disability, and/or protected veteran status or other characteristics protected by applicable law.

ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: [email protected]

Links to OFCCP EEO POSTER & SUPPLEMENT: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Link to the Vista Higher Learning Privacy Policy, including the California Consumer Privacy Notice: https://vistahigherlearning.com/privacy-policy

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