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Partner Success Specialist--East Region (Remote)
Partner Success Specialist--East Region (Remote)
Department: Partner Success
Employment Type: Full Time
Location: Denton, Texas
Description
Specific Roles & Responsibilities:
- Provide "White Glove" customer service to ensure that we're providing customers with an excellent Onboarding experience
- Manage implementation and onboarding of all new and renewing partners
- Understand and anticipate customer's needs
- Identify decision makers, stakeholders, and users for the customer
- Deliver engaging, comprehensive trainings to customers and ensure customer readiness to go live
- Develop product knowledge expertise in order to guide customers to realize value quickly
- Project manage new client implementations via email, phone, and web-based tools
- Track implementation tasks against a schedule and coordinate with internal staff to ensure goals are met on a timely basis
- Take a proactive data driven approach by ensuring that customer adoption and usage metrics track with expectations.
- Identify churn risks and develop proactive plans to increase customer retention.
- Conduct onboarding webinars for multiple customers with expert presentation skills.
- Performance will be measured by overall customer satisfaction metrics as well as retention rates.
- Work closely with our sales team to manage the life of our accounts post-sale through renewal- Answer or delegate ongoing questions from clients.
- Provide ongoing feedback to the Implementation team lead and department head on ways to improve client onboarding and implementation success
- Work with the Support and development teams on improving the product based on customer feedback
- High level customer support and communication. Must be comfortable answering customer questions and guiding them to answers.
- Experience with Teaching Strategies products and services highly preferred
- 2-4 years of experience in Customer Support, Customer Success, Onboarding/ Implementation or Account Management with examples of success
- Bachelor's Degree in business, education or other related areas required
- Ability to comfortably communicate at multiple levels with customers (i.e. technical/non-technical /management).
- Experience with Salesforce or another CRM solution is highly desired
- Superior organizational capabilities and time management skills are a must
- Must have proven track record and capabilities for delivering excellent customer experiences
- Must have strong analytical, problem solving and troubleshooting skills
- Excellent written and verbal communication skills
- Effective organizational skills
- Effective presentation skills
- Competitive compensation package
- Employee Equity Appreciation Program
- Health and wellness insurance benefits
- 401k with employer match
- Flexible work environment
- Unlimited paid time off (which includes paid holidays and Winter Break)
- Paid parental leave
- Tuition assistance, professional development, and opportunities for career growth
- Best in class technology equipment for every employee
- Penthouse suite in downtown DC seconds away from Washington Nationals Stadium and Audi Field