Client Success Specialist

Role Overview

• Support ongoing account needs related to day-to-day K12 Tutoring program planning, implementation, and growth.
• Ensure accounts have all their needs met as part of standard operating procedures, implementation, onboarding, launch, training, troubleshooting, skill building, adoption, and consultative services aligned to industry best practices and national standards.
• Function as portfolio’s key point of contact for account planning, implementation, and support
• Offer superior customer experience proactively addressing ongoing training and support needs in collaboration with other K12 Tutoring team members.
• Coordinate resources to ensure customers experience seamless service delivery from marketing/enrollment, operations, tutor operations, support, billing, training, professional development, etc.
• Provide regular updates to partners on the progress of K12 Tutoring support, services, platform enhancements and updates, timelines, operations, and campaigns
• Develop and maintain an understanding of customer needs, contract terms and conditions, and account requirements
• Responsible for providing ongoing training and education about products and services for assigned customer portfolio
• Monitor program outcomes providing consultative recommendations with Business Development and other K12Tutoring team members as appropriate
• Collaborate closely with cross functional teams including sales, enablement, tutor operations, and other K12 Tutoring team members to ensure customer satisfaction
• Escalate technical issues and determines the best resources for remediation

Requirements

• Two (2) to Four (4) years of related experience OR Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
• Ability to interact with a diverse customer base
• Knowledge of the K-12 education industry
• Familiarity with education technology and online learning solutions
• Strong interpersonal, communication and presentation skills
• Team-oriented with an ability to work effectively across the organization to solve complex issues
• Ability to work autonomously and to demonstrate strong time management and organization skills
• Ability to manage competing priorities in a results-oriented atmosphere while demonstrating resilience
• Ability to respond appropriately to feedback, mentoring and coaching
• Ability to travel up to 15% of the time
• Ability to pass required background check

Benefits

• Eligible employees may receive a bonus
• Health benefits
• Retirement contributions
• Paid time off