Customer Experience Associate

📋 Description

• Proactively establish and maintain communication channels at both the account and adoption levels with technical contacts, administrators, integration specialists, and users.

• Monitor and oversee account health as determined by leadership.

• Serve as the primary contact for customer inquiries, addressing requests related to license access, expiration dates, account modifications, and other issues.

• Effectively lead technical consultations following the sale, delivering engaging, customized, and results-driven training sessions on product platforms, whether in group settings or one-on-one.

• Identify renewal and rollover opportunities by collecting essential decision dates and critical information, targeting them appropriately based on identified opportunities.

⛳️ Requirements

• Bachelor’s degree in Business, Education, or a related discipline.

• A minimum of 2 years of experience in customer support, account management, or a comparable role, preferably within the educational technology or publishing sectors.

• Strong relationship management skills, customer service orientation, and proficiency with CRM tools (e.g., Salesforce).

• Detail-oriented, proactive, solutions-focused, and capable of managing multiple priorities, particularly during peak seasons.

🏝️ Benefits

• Competitive pay and bonus plan.

• Generous health benefits including medical, dental, and vision coverage.

• Contributions to your 401k retirement plan through Fidelity.

• Ample paid time off, sick leave, floating holidays, and paid holidays (including Spring Reset Day, Juneteenth, Indigenous People's Day, Election Day, and more!).

• Employee Assistance Program and Education Assistance Program.

• 100% employer-paid life and AD&D insurance.

• And much more!