Job Summary:

The Edtech Success Representative will play a pivotal role in ensuring the success and satisfaction of customers using our innovative education technology solutions in New York City. As a key member of the customer success team, you will be responsible for guiding clients through onboarding, troubleshooting issues, and providing excellent ongoing support to maximize product adoption and enhance user experience. You will be instrumental in fostering strong relationships, providing valuable insights, and ensuring our clients achieve their educational goals through effective use of our products.

Key Responsibilities:

• Customer Support and Relationship Management: Serve as the primary point of contact for clients, addressing inquiries, offering guidance, and resolving issues to ensure a smooth experience.
• Onboarding & Training: Lead new clients through product onboarding, providing training and resources to empower users to effectively utilize the software.
• Product Expertise: Maintain a deep understanding of the product features, best practices, and user needs to provide expert advice and troubleshooting assistance.
• Data Analysis and Reporting: Track client progress, analyze usage patterns, and provide detailed reports on product engagement and outcomes.
• Customer Advocacy: Act as the voice of the customer by gathering feedback and sharing insights with the product development team to improve the product.
• Collaboration: Work closely with sales, product, and technical teams to ensure alignment on customer success goals and needs.
• Renewals and Upsells: Assist in identifying opportunities for account growth, including up-selling and cross-selling additional features or services to meet client needs.

Required Skills and Qualifications:

• Proven experience in a customer-facing role, particularly in the education technology sector, with a strong focus on customer support or success.
• Excellent communication skills, with the ability to explain technical concepts in a clear and accessible manner.
• Problem-solving skills with a proactive approach to addressing customer challenges.
• Strong interpersonal skills, capable of building long-term relationships with clients and internal teams.
• Ability to manage multiple clients simultaneously while maintaining high-quality service.
• Comfort with CRM systems and customer success software.
• Familiarity with educational platforms, e-learning solutions, or related technology.
• Bachelors degree in Education, Business, Technology, or a related field.

Experience:

• Minimum of 2-3 years of experience in a customer success or account management role, preferably within the Edtech or technology sector.
• Experience in onboarding, training, and supporting customers on digital platforms.
• Previous experience working with education professionals, institutions, or similar customer groups is highly preferred.

Working Hours:

• Full-time role with standard business hours (9:00 AM - 5:00 PM) in New York City.
• Flexibility required to accommodate occasional client needs outside of regular hours.
• Remote work options may be available depending on client location and internal policies.

Knowledge, Skills, and Abilities:

• Technical Proficiency: A deep understanding of educational technology products, including familiarity with learning management systems (LMS), online learning tools, and digital resources.
• Customer-Centric Mindset: A genuine passion for helping clients succeed and providing a high level of customer satisfaction.
• Strong Organizational Skills: Ability to prioritize tasks and manage time effectively to meet client needs and deadlines.
• Problem-Solving: The ability to think critically and find creative solutions to client challenges.
• Collaborative Attitude: Works well in a team environment and enjoys contributing to group success.
• Adaptability: Comfortable working in a dynamic, fast-paced environment, with the ability to adjust to evolving client needs and business requirements.

Benefits:

• Competitive salary with performance-based bonuses.
• Health, dental, and vision insurance packages.
• 401(k) with company matching.
• Paid time off (PTO) and holidays.
• Opportunities for professional development, including training and certifications in Edtech.
• Remote work options and flexible scheduling.

Why Join:

• Innovative Industry: Be part of the rapidly growing Edtech sector and contribute to transforming education with cutting-edge technology.
• Career Growth: Opportunities to advance within a supportive team culture that values individual contributions.
• Impactful Work: Help schools, educators, and students leverage technology to improve learning outcomes and achieve success.
• Collaborative Environment: Work in a dynamic and inclusive team that promotes knowledge-sharing and collaboration.
• Work-Life Balance: Enjoy a healthy work-life balance with flexible scheduling and remote work opportunities.

How to Apply:

To apply, please submit your resume and a cover letter highlighting your relevant experience and why you are passionate about supporting customers in the Edtech space. Applications can be sent via email to us or apply through our company website. Please include Edtech Success Representative in the subject line of your email.