Customer Success Specialist

Description

We are seeking a strategic, collaborative, curious and self-motivated Customer Success Specialist with a professional demeanor to join our Training Department. This role is the front line of the customer experience — coordinating our training programs, supporting customers through onboarding and renewal, and building the relationships that keep clients engaged with our products for years to come.

This is more than an administrative role. You'll own the customer's journey through our training and certification programs and act as an internal advocate to make sure customers get real value from our solutions. You'll work directly with and provide support to the Training Manager and the broader Training Department, and you'll work interdepartmentally with marketing and business development to ensure communication and opportunities to educate our customer are at the center of everything we do.

Customer & Training Coordination (40%)

• Serve as the primary point of contact for customer training inquiries and class registrations
• Organize and run training classes end-to-end: student enrollment, pre-class communication, hotel arrangements, class supplies, and materials
• Generate training certificates and coordinate exams (fax and online) for instructors renewing certification
• Maintain the training client database and master class schedule
• Process orders and manage order entry
• LMS and other system maintenance and trouble shooting

Customer Success & Retention (50%)

• Monitor customer engagement and training activity to identify at-risk accounts and renewal opportunities
• Proactively reach out to customers to encourage continued participation and expand use of training resources
• Build strong, consultative relationships with customers and act as their internal advocate, escalating issues appropriately
• Track and report on customer engagement, satisfaction, and retention tied to training programs
• Respond to customer calls and emails in a positive, empathetic, and professional manner

Professional Development (10%)

• As a relentless agent of customer success, you are always looking to improve the customer experience — and your own skillset — so you can grow this role into the next level of success. You may not have all the skills listed below; you may have a combination of skills that can be developed and applied to the role. We want to help you develop as a professional.

Requirements

• Bachelor's degree in education, marketing, business or data preferred (looking for combination of skills)
• 3–5 years of experience in education, marketing, administrative, customer service, or customer success roles — did you have an incredible internship? Include it on your resume.
• LMS, CRM, and ERP/ISM system experience required (one or a combination)
• Proficiency in MS Office Suite
• Exceptional verbal and written communication skills; pleasant phone presence
• Highly organized multi-tasker with a relentless focus on client service (project management a plus)
• Able to work independently and self-motivated
• Meeting/event planning experience a plus

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability.

Must be authorized to work in the U.S. on a permanent basis. Our company participates in E-Verify.