Experienced Customer Success Specialist – EdTech Implementation and Partnership Development
At arenaflex, we're on a mission to revolutionize the way educational institutions approach personalized learning. As a key member of our Customer Success team, you'll play a vital role in empowering our partners to achieve their goals and drive meaningful outcomes for their students. If you're passionate about education, technology, and building strong relationships, we want to hear from you.
About arenaflex
arenaflex is a leading provider of innovative educational solutions, dedicated to transforming the way students learn and succeed. Our flagship product, EdReady, is a cutting-edge platform that enables institutions to deliver personalized learning experiences, driving improved student outcomes and increased student engagement. As a Customer Success Specialist, you'll be at the forefront of our efforts to support and train our partners as they implement EdReady at their institutions.
Key Responsibilities
As a Customer Success Specialist, you'll be responsible for:
- Serving as the primary point of contact for institutional partners, providing guidance on implementation and growth strategies to ensure the successful use of EdReady platform.
- Engaging with possible and confirmed institutional partners to ascertain their needs and interests, providing training and support to ensure successful product adoption.
- Tracking partner and student progress through implementation milestones and platform usage, and conveying progress and issues to institutional partners and other staff.
- Training partners on the usage of meaningful reports, enabling institutional partners to understand student engagement and progress.
- Evaluating ongoing partner needs and developing tools and strategies for successful product feature rollouts and to expand partner usage.
- Supporting continuing and new user onboarding, ensuring that each new cohort of users (students, instructors, and institutional administrators) are positioned for a successful launch during each semester and new academic year.
- Collaborating within Customer Success and Regional Partnership teams to establish and continuously evolve best practices for customer success.
- Managing and responding to customer needs as needed, maintaining a high level of customer satisfaction and engagement.
- Building relationships with appropriate contacts, managing relationships with an eye toward retention, expansion, and referral.
- Maintaining detailed information about new and renewing business, and associated contacts, within the arenaflex instance of the Salesforce CRM.
- Creating and maintaining training materials ensuring completeness and accuracy.
- Other duties as assigned.
Essential Qualifications
* Strong communication skills, especially in a virtual (e.g., online or phone) environment.
- Excellent task-management skills, with the ability to handle/ prioritize multiple tasks independently and efficiently.
- Proven success in interactions with technical, teaching, and administrative teams.
- Ability to explain complex systems in simple terms.
- Proficiency in standard software programs, website, and social media tools.
- Experience and/or strong understanding of developmental education, including institutional roles (for both secondary and higher education). Prior experience teaching or in educational administration is a plus.
- Interest in facilitating a shift in educational practices at a national level, from one-size-fits-all to personalized, and in utilizing technologies to facilitate that transition.
Preferred Qualifications
* Familiarity with EdReady and other arenaflex products.
- Experience in a previous secondary or postsecondary account management role.
- Strong understanding of customer success principles and practices.
- Experience with Salesforce CRM and other customer relationship management tools.
What We Offer
As a full-time exempt employee, you'll enjoy a range of benefits, including:
- Health/dental insurance
- 403b
- FSA
- Disability/Life Insurance
- Paid holidays
- Vacation
- Opportunities for professional growth and development
- A dynamic and supportive work environment
How to Apply
If you're passionate about education, technology, and building strong relationships, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear your story and learn more about your qualifications.
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