Job Description
Purpose of the position
Reporting to the Manager, Customer Success, you will be responsible for ensuring SMART customers achieve their desired outcomes while using our software. Leveraging customer data and analytics, you will be responsible for supporting a wide-range of customer success activities to increase product adoption, while reducing churn.
Duties and Responsibilities
- Manage relationships with customers and become a trusted advisor by executing functions including, but not limited to:
- Brand/Product Awareness
- Product/Services Education
- Customer Service/Support
- Value Realization/Provisioning
- Customer Loyalty/Advocacy
- Adoption/Strategic Interventions
- Expansion/Renewal/Refresh Rates
- Deliver live remote and webinar-based customer onboarding and training on Lumio
- Diagnose common customer needs and issues, and translate those into actionable items that support the customer journey
- Collaborate with cross-functional teams to develop strategic interventions for customer journeys. Including, but not limited to:
- Refining customer playbooks
- Outlining critical success factors
- Identifying potential issues
- Making process recommendations
- Communicating high-frequency product and service requests
- Follow department procedures and processes to achieve operational, productivity, and quality objectives
- Engage in continuous professional development related to customer success
- Perform other duties as required
Education and Work Experience
- Bachelor’s Degree in Education, Educational Technology, or a related field
- 2+ years of experience as an educator and/or educational technology customer/client account management
- Experience using SMART Technologies hardware and Lumio software preferred
- Prior experience in training or customer support is preferred
- Exceptional presentation, written, relationship-building, and oral communication skills
- Solution-oriented collaborative individual with strong organizational and time-management skills
- Experience with tools such as Salesforce, Gainsight, and Google Workspaces preferred
Supervision
- This position has no direct reports
Working conditions
- Remote role, fast-paced work environment
- Must reside in the greater Houston or Dallas areas
- Flexible start date for summer 2024 available
- Up to 25% travel is required, with the majority regionally in Texas
- Seniority: Entry Level
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