Customer Success Specialist II

Customer Success Specialist II

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The Customer Success Specialist II is responsible for ensuring that Accelerate Learning products (STEMscopes, Math Nation, etc.) are successfully implemented at school districts across the country. This includes managing the technical integration of our platforms with other technology services and platforms our customers use, including Clever, Class Link, Canvas, Schoology, and Google Classroom. The Customer Success Specialist II will work with school districts to provide support, resources, and data integration services.

They will build regional customer relationships, manage customer technical and feedback cases, resolve cases from the queue, effectively communicate implementation requirements to customers, and become an expert in the customer needs characteristic of the region. The Customer Success Specialist II will work cross-functionally to identify and implement opportunities to be proactive, automate, and simplify processes and workflows.

• Product Knowledge:
  Participate in product training to build working knowledge of all products. Apply platform functionality and feature knowledge to appropriate case resolution.
• System Integrations:
  Guide new customers through the setup/rostering/integration process to ensure a smooth transition and successful initial setup. Implement Single Sign-On (SSO) and data integration solutions for new and existing clients. Translate technical resolutions into non-technical terms during video conferences with districts.
• Case Resolution:
  Collect and resolve technical issues related to SSO and data integration using an agile resolution approach. Lead district implementations, coordinate tasks, and plan implementation timelines. Organize complex information and navigate large systems. Apply knowledge of internal and external system functionality and features to appropriate case resolution.
• Relationship Building:
  Develop and maintain strong relationships with regional internal and external customers to foster loyalty and satisfaction. Become an expert in the customer needs characteristic of the region to provide proactive outreach, as applicable.
• Collaboration:
  
  Work with other departments to ensure effective and timely resolution of all customer inquiries. Demonstrate teamwork, dedication, and a commitment to excellence in customer success.

• Warm and hospitable written and oral communication skills
• Excellent analytical and problem-solving skills
• Experience implementing software projects and/or administering systems
• Strong technology aptitude
• Proven ability to build and maintain relationships with customers to ensure their success
• Ability to build effective relationships within their own team and cross-functionally across the organization
• Analyze existing internal and external systems to suggest areas for improved efficiency
• Agile in resolution approach depending on the customer’s position in their journey (e.g., support initial setup as well as configurations, settings, and technical troubleshooting)
• Good judgment, excellent time management, and strong organizational skills
• Successful at multi-tasking, setting priorities, and meeting deadlines
• Knowledge of Windows operating systems including Word and Excel
• Strong learning aptitude

• Uses a customer-first mindset in their approach to work
• Seeks to create engagement, ownership, and accountability within a team
• Ability to work independently and as part of a team within a dynamic environment
• Ability to understand the big picture and execute according to established goals
• Committed to continuous improvement

• Bachelor’s degree in Computer Science or a related technology field preferred; equivalent technology experience considered
• 2 years of experience in a related industry and field