Job Description
We are an innovative edtech organization dedicated to connecting teachers, children, and families. As leaders in the early childhood education market, we develop dynamic, top-quality digital products that integrate essential components of high-quality solutions: curriculum, assessment, professional development, and family engagement. Our team consists of results-oriented individuals who thrive in a collaborative, energetic environment. We take pride in the positive impact we make in early childhood education by supporting teachers in their vital work of nurturing creative, confident thinkers.
Position Overview
The mission of our Partner Success team is to deliver an exceptional experience for our customers. This team is responsible for crafting and implementing best-in-class customer journeys, enabling clients to realize the value of our solutions as quickly as possible and encouraging adoption within their organizations. We are seeking a forward-thinking, creative, and strategic Partner Specialist. This role will focus on redefining consistent, scalable, and measurable processes related to clients' journeys. We are looking for someone who balances creativity with refined execution and is eager to experiment, explore new tactics, and continuously enhance our understanding of and connection with our clients. Above all, exceptional customer service and communication skills are essential. As the primary contact for new customers, this individual will represent our organization and play a critical role in ensuring clients choose our products and solutions year after year.
Key Responsibilities:
Provide exceptional "White Glove" customer service to ensure a remarkable onboarding experience for all clients.
Oversee the implementation and onboarding processes for new and renewing partners.
Understand and anticipate the needs of our customers.
Identify decision-makers, stakeholders, and users within client organizations.
Deliver engaging and comprehensive training sessions to ensure customer readiness for launch.
Develop expertise in our products to guide clients in realizing value quickly.
Project manage new client implementations through various communication channels, including email, phone, and web-based tools.
Track implementation tasks against a schedule and coordinate with internal staff to ensure timely goal achievement.
Utilize a proactive, data-driven approach to monitor customer adoption and usage metrics, ensuring they align with expectations.
Identify potential churn risks and create proactive plans to enhance customer retention.
Conduct onboarding webinars for multiple customers, showcasing expert presentation skills.
Performance will be evaluated based on overall customer satisfaction metrics and retention rates.
Collaborate closely with the sales team to manage account lifecycles post-sale through renewal and address or delegate ongoing client inquiries.
Provide constructive feedback to the implementation team lead and department head to improve client onboarding and implementation success.
Partner with support and development teams to enhance the product based on customer feedback.
Provide high-level customer support and communication, comfortably addressing client questions and guiding them to solutions.
Qualifications:
Experience with our products and services is highly preferred.
2-4 years of experience in Customer Support, Customer Success, Onboarding/Implementation, or Account Management, with demonstrable success.
Bachelor's degree in business, education, or a related field required.
Ability to communicate effectively with customers at multiple levels (technical, non-technical, and management).
Experience with Salesforce or another CRM solution is highly desired.
Superior organizational and time management skills are essential.
Proven track record of delivering excellent customer experiences.
Strong analytical, problem-solving, and troubleshooting abilities.
Excellent written and verbal communication skills.
Effective organizational and presentation skills.
Why Join Us?
Our solutions and services are only as strong as the teams that create them. By bringing passion, dedication, and creativity to your role each day, you can achieve remarkable things and grow in your career! We offer a competitive compensation and benefits package, flexible work schedules, opportunities to connect with coworkers, access to career advancement and professional development, and the chance to make a positive impact in the communities we serve.
Additional Benefits & Perks:
Competitive compensation package
Employee Equity Appreciation Program
Health and wellness insurance benefits
401(k) with employer match
Flexible work environment
Unlimited paid time off, including paid holidays and Winter Break
Paid parental leave
Tuition assistance and professional development opportunities
Best-in-class technology equipment for every employee
Prime location in downtown DC, just moments away from Washington Nationals Stadium and Audi Field
We are committed to creating a diverse workplace and proudly embrace equal opportunities for individuals of all backgrounds, 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, Flexible hours,