Customer Success Associate

Working under the guidance of the Customer Success Manager, this position focuses on day-to-day client interactions, technical support, and operational aspects of client onboarding and relationship management.

Key Responsibilities

• Create and configure customized grading based on professors' specific requirements.
• Offer grading recommendations to professors that empower educators and enrich the learning experience.
• Create a positive sentiment in all client interactions.
• Provide timely and effective technical support to professors and students using HubSpot.
• Utilize the internal ticketing system JIRA to escalate issues when necessary.
• Respond to and resolve customer inquiries and issues.
• Document client interactions, issues, and resolutions with HubSpot.
• Assist in the onboarding process for new professors adopting the ExPrep platform.
• Develop a deep understanding of the ExPrep platform to communicate features and benefits effectively.
• Create and maintain user documentation and training materials.
• Conduct regular check-ins with clients to ensure satisfaction and identify potential concerns.
• Collect and organize client feedback to share with the Customer Success Manager and product team.
• Conduct regular client file audits to ensure platform capability updates are applied appropriately.
• Identify opportunities for feature implementation based on client usage patterns.
• Organize, file, and document assignment data to identify trends and usage data.
• Participate in team meetings and contribute ideas for enhancing the customer experience.
• Support the Customer Success Manager in retention initiatives and account management activities.
• Travel, as necessary, to visit clients’ campuses and/or represent ExPrep at conferences.

Qualifications

• 1-3 years of experience in customer support, account management, or similar client-facing roles
• Business or Education degree is desirable
• Strong interpersonal skills and ability to build trusted professional relationships
• Strong technical aptitude with the ability to learn new systems quickly
• Excellent communication skills, both written and verbal
• Strong Microsoft Excel skills
• Detail-oriented with strong organizational abilities
• Problem-solving mindset with a proactive approach to customer service
• Experience with HubSpot (or other CRM) and JIRA is a plus
• Understanding of higher education environments is beneficial
• Ability to work independently while also contributing effectively to team goals
• Customer-centric mindset with a passion for delivering exceptional service