Customer Experience Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and nurture relationships with technical contacts, administrators, integration personnel, and classroom users within the designated territory.

• Track account utilization and health metrics utilizing PowerBI, Amplitude, and Salesforce.

• Pinpoint areas of friction within accounts and ensure timely communication with customers.

• Provide customized group and individual technical consultations and training sessions regarding product platforms, integrations, and privacy policies.

• Arrange structured one-on-one calls with Sales Representatives and synchronize customer outreach initiatives.

• Address inquiries related to license access, expiration dates, modifications to accounts, and troubleshooting during peak periods.

• Create asynchronous educational materials, including video tutorials and getting-started guides.

• Assess renewal opportunities by monitoring decision timelines and license usage.

• Recognize potential digital upsell opportunities.

• Collaborate with Integration, Support, Marketing, Editorial, and Product teams.

• Maintain documentation and a shared knowledge base.

⛳️ Requirements

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

• Over 2 years of experience in customer support, account management, or a similar position.

• Experience, preferably in educational technology or publishing sectors.

• Capability to forge strong relationships with customers.

• Proficiency in utilizing CRM tools such as Salesforce to ensure accurate data and account records.

• Excellent organizational skills and a keen eye for detail.

• A solutions-oriented mindset with the ability to manage multiple priorities during peak times.

• Strong written and verbal communication skills suitable for both technical and non-technical audiences.

• Willingness to travel occasionally.

• Availability to work overtime, exceeding 40 hours weekly, as necessary.

🏝️ Benefits

• Competitive salary and bonus structure.

• Comprehensive medical, dental, and vision health coverage.

• 401k retirement contributions managed through Fidelity.

• Paid time off, sick leave, floating holidays, and recognized holidays.

• Access to an Employee Assistance Program.

• Participation in an Education Assistance Program.

• Life and AD&D insurance fully covered by the employer.

• Eligibility for remote work opportunities.