Customer Success Specialist

The NROC Project is seeking an experienced customer success professional to support and train NROC partners as they implement EdReady at their institutions. Ideal candidates should have teaching and training experience, and experience in a previous secondary or postsecondary account management role. Familiarity with EdReady is a plus. This is a full-time virtual position.

Essential Duties and... Responsibilities: ? Serve as the primary point of contact for institutional partners, consulting on their needs, building strong relationships, and maintaining accountability for the health of the partnership. ? Engage (by phone, e-communications, and occasionally in person) with possible and confirmed institutional partners to ascertain their needs and interests, providing guidance on implementation and growth strategies to ensure the successful use of EdReady platform. ? Provide training and support to Institutional administrators and project leaders, positioning them to successfully communicate the product?s capabilities directly with their user base. ? Track partner and student progress through implementation milestones and platform usage, and convey progress and issues to institutional partners as well as other staff. ? Train partners on the usage of meaningful reports, enabling institutional partners to understand student engagement and progress. ? Evaluate ongoing partner needs and develop tools and strategies for successful product feature rollouts and to expand partner usage. ? Support continuing and new user onboarding, ensuring that each new cohort of users (students, instructors, and institutional administrators) are positioned for a successful launch during each semester and new academic year. ? Collaborate within Customer Success and Regional Partnership teams to establish and continuously evolve best practices for customer success ? Manage and respond to customer needs as needed, maintaining a high level of customer satisfaction and engagement ? Support assigned institutional partners: this may include partners in specific geographic locations and/or those using NROC resources to support a specific initiative. ? Build relationships with appropriate contacts, managing relationships with an eye toward retention, expansion, and referral. ? Maintain detailed information about new and renewing business, and associated contacts, within the NROC instance of the Salesforce CRM. ? Create and maintain training materials ensuring completeness and accuracy. ? Other duties as assigned

Qualifications: ? Strong communication skills, especially in a virtual (e.g., online or phone) environment. ? Excellent task-management skills, with the ability to handle/ prioritize multiple tasks independently and efficiently. ? Proven success in interactions with technical, teaching, and administrative teams. ? Ability to explain complex systems in simple terms. ? Proficiency in standard software programs, website, and social media tools. ? Experience and/or strong understanding of developmental education, including institutional roles (for both secondary and higher education). Prior experience teaching or in educational administration is a plus. ? Interest in facilitating a shift in educational practices at a national level, from one-size-fits-all to personalized, and in utilizing technologies to facilitate that transition.

Benefits:

The Customer Success Specialist is a full-time exempt employee, working from a remote home office and reporting to the Customer Success Manager. Benefits include health/dental insurance, 403b, FSA, Disability/Life Insurance, paid holidays, and vacation. Some travel may be required

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