Customer Success Specialist

Overview

Aspen Publishing is seeking a Customer Success Specialist to be a part of our growing Digital team. Preference will be given to Boston-based candidates who will work in our Burlington, MA, office with a hybrid schedule; however, we will also consider candidates based in Dallas, TX. You will work closely with internal teams and external stakeholders to ensure a positive onboarding experience and engagement for new customers, resulting in high retention readiness and customer satisfaction.

We are looking for a Customer Success Specialist who is passionate about providing an amazing customer experience.

TITLE: Customer Success Specialist

REPORTS TO: Customer Success Manager

DEPARTMENT: Digital Learning & Engagement

LOCATION: Burlington, MA (preferred) / Dallas, TX

RANGE: $55,500 (min) / $69,200 (mid) / $88,300 (max)

Supports the Customer Success Manager in carrying out a standardized customer success lifecycle for Aspen Publishing digital learning products and courses. Responsibilities include assisting new customers, implementing additional products for existing customers, and managing post-implementation engagement to promote adoption and value realization. This role involves direct interaction with customers, as well as collaboration with both internal and external stakeholders to enhance customer retention and satisfaction, and to increase revenue.

• Engagement Strategies: Support and assist in the creation of strategies, tactics, and materials to increase customer adoption of and engagement with digital products and courses
• Relationship Management: Build and maintain strong relationships with customers, users, and key stakeholders—gaining their trust and providing a positive experience in using Aspen products
• Onboarding: Execute and support onboarding programs for new and existing customers of digital learning products and courses
• Implementation: Support the implementation process for institutional purchases of digital products and courses
• Training and Support: Drive high adoption and customer success by helping to create, maintain, and deliver live training programs and materials as well as technical support and guidance
• Customer Data: Assist with collection of customer feedback, usage patterns, and engagement metrics to identify trends and solve problems. Maintain accurate and timely collection of customer activities, including onboarding stages, expansion opportunities, and customer health
• Collaboration: Partner with Sales, Digital, Marketing, Editorial, and Customer Service teams to improve the customer experience, inform the product roadmap based on customer feedback, close renewals, and upsell additional products to existing customers
• Proactively pursue professional development activities and manage time and company resources appropriately

• Bachelor's degree plus 1-2 years related experience, preferably in Customer Success or Account Management
• Highly organized and detail-oriented with strong analytical and project management skills
• Skilled communicator able to build rapport with individuals at all organizational levels, including internal teams, external customers, sales partners, and third-party vendors
• Tech-savvy with proficiency in CRMs, back-end systems, presentation software, virtual meeting platforms, and spreadsheets
• Experience working on the implementation of large and complex enterprise SaaS products preferred
• Experience in educational technology, higher education, high stakes testing, or online learning industries preferred
• Experience with learning management systems preferred
• Proven ability to analyze issues, provide solutions, and troubleshoot complex problems
• Comfortable liaising between internal and external groups to drive alignment
• Willing to travel domestically occasionally
• Proficient with Microsoft Office suite (Teams, PowerPoint, Outlook, Excel, Word)
• Able to work quickly and accurately in a fast-paced, changing environment
• Demonstrated ability to work both independently and collaboratively as part of a team

• Normal Office Environment
• Ability to sit for extended periods of time
• Abilit…