Job Description
Join our innovative edtech organization dedicated to connecting teachers, children, and families. As a leader in the early childhood education market, we create dynamic digital products that encompass all essential elements of high-quality solutions: curriculum, assessment, professional development, and family engagement. We are building a team of results-oriented individuals who thrive in a collaborative, engaging work environment. We take pride in our impact on early childhood education by supporting teachers who play a crucial role in nurturing creative, confident thinkers.
Role and Responsibilities
The Partner Success team is committed to delivering a world-class experience for our customers. As a Partner Specialist, you will focus on redefining consistent, scalable, and measurable processes throughout the client journey. Your creativity and strong execution skills will be essential in helping us understand and connect with our clients. As the primary point of contact for new customers, you will represent our organization and play a vital role in ensuring that our products and solutions are chosen year after year.
Key Responsibilities:
Provide exceptional "White Glove" customer service to ensure an outstanding onboarding experience for our clients.
Oversee the implementation and onboarding process for all new and renewing partners.
Anticipate and understand customer needs proactively.
Adapt to global time zones with flexible working hours to support teachers and administrators worldwide.
Use clear and patient communication strategies, especially with non-native English speakers, to make complex information easily understandable.
Approach customer requests with a problem-solving mindset, recognizing that some issues may require multiple iterations.
Take initiative by navigating internal resources to quickly identify and resolve customer issues.
Embrace a startup mentality, being open to diverse tasks beyond traditional role expectations.
Foster a positive and energetic team dynamic, contributing to a fun and collaborative environment.
Identify decision-makers, stakeholders, and users within customer organizations.
Deliver engaging and comprehensive training sessions to ensure customer readiness.
Develop product knowledge expertise to guide customers in realizing value quickly.
Manage new client implementations via email, phone, and web-based tools.
Track implementation tasks against a schedule and coordinate with internal teams to meet deadlines.
Adopt a data-driven approach by monitoring customer adoption and usage metrics.
Identify churn risks and create proactive plans to enhance customer retention.
Conduct onboarding webinars for multiple clients with expert presentation skills.
Collaborate closely with the sales team to manage account life cycles post-sale, including renewals and ongoing client inquiries.
Provide constructive feedback to the Implementation team lead and department head to enhance client onboarding success.
Work with Support and Development teams to improve products based on customer feedback.
Offer high-level customer support and communication, addressing questions and guiding clients to solutions.
Utilize communication platforms like WhatsApp to assist customers with questions and technical concerns.
Host weekly office hours for international customers to ensure their needs are met.
Qualifications:
Prior experience with our products and services is highly preferred.
A proactive mindset and a passion for innovation; we seek someone who embraces challenges with a positive, 'can-do' spirit.
Ability to work flexible hours, including late-night or early morning customer calls.
2-4 years of experience in Customer Support, Customer Success, Onboarding/Implementation, or Account Management, demonstrating success in those areas.
Bachelor's Degree in business, education, or a related field is required.
Comfortably communicate with customers at various levels, including technical, non-technical, and management.
Experience with Salesforce or another CRM solution is highly desired.
Strong organizational skills and effective time management abilities are essential.
Proven track record of delivering excellent customer experiences.
Strong analytical, problem-solving, and troubleshooting skills.
Excellent written and verbal communication skills.
Effective presentation skills.
Why Join Us?
We believe that our solutions and services are only as strong as the teams that create them. By bringing passion, dedication, and creativity to your job every day, there's no telling what you can achieve and where you can go! We offer a competitive compensation and benefits package, flexible work schedules, opportunities for engagement with co-workers, career advancement, and professional development—all while making a difference in the communities we serve.
Additional Benefits & Perks:
Competitive compensation package
Employee Equity Appreciation Program
Comprehensive health and wellness insurance benefits
401(k) plan with employer match
Flexible work environment
Unlimited paid time off, including paid holidays and a Winter Break
Paid parental leave
Tuition assistance, professional development, and opportunities for career growth
Best-in-class technology equipment for every employee
Prime office location in downtown, just seconds away from major sports venues
We are committed to creating a diverse workplace and proudly offer equal employment opportunities to individuals of all backgrounds, including minorities, all genders, protected veterans, and individuals with disabilities.
Employment Type: Full-Time
Salary: $ 20.00 25.00 Per Hour
Job Tags
Hourly pay, Holiday work, Full time, Remote job, Worldwide, Flexible hours, Night shift, Early shift,