Partner Success Specialist

Role Overview

• 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.

Requirements

• 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

Benefits

• 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