Note: The job is a remote job and is open to candidates in USA. CharacterStrong is a technology education company that provides PreK-12 digital social-emotional learning curricula and professional learning opportunities for schools. The Customer Success Rep 1 supports a large portfolio of small-account customers by driving product adoption, satisfaction, retention, and renewals through proactive and scalable customer engagement.
Responsibilities
- Build Healthy Customer Relationships: Develop and nurture strong, long-lasting relationships with customers by delivering scalable and value-driven engagements
- Drive Adoption and Satisfaction: Proactively engage with customers to drive adoption of our products and services, ensuring our customers experience the full value of our offerings
- Manage a Book of Business and Renewals: Proactively manage a portfolio of customer accounts, ensuring timely renewals, accurate forecasting, and improved retention rates
- Serve as a Customer Advocate and Advisor: Act as the voice of the customer within CharacterStrong, advocating for their needs and providing feedback to relevant teams. Consult on how to increase adoption and improve customer ROI
- Monitor Progress and Adoption: Track customer success metrics and monitor their progress and adoption of our products or services, intervening as needed to drive desired outcomes
- Identify Upsells: Collaborate with our Sales team to identify opportunities for upselling or expanding services to existing customers, based on their evolving needs and goals
- Prepare and Facilitate Customer Meetings: Conduct regular check-ins with customers to fine-tune strategies to increase effectiveness and efficiency (e.g. account reviews, webinars, demos, and other proactive interactions)
- Maintain in-depth knowledge of our products: Help effectively assist customers and inspire product loyalty
Skills
- Minimum 1-year experience in a customer-facing role, such as Customer Success, Account Management, Sales, or Professional Services
- Ability to think on your feet and quickly grasp new concepts
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers
- Self-starter who is comfortable working independently
- Extremely organized and consistent with strong attention to detail
- Produces timely, quality results and consistently asks the question, “How can I make this 1% better?”
- EdTech (K-12) preferred
- Efficient with CRM's, Google Suite applications and other business apps such as: Slack, Zoom, Notion, Quickbooks, and Hubspot preferred
Benefits
- Remote Work Environment
Company Overview