Customer Success Manager & Support Specialist

About the CareerCraft

CareerCraft helps school districts plan and implement college and career readiness programs. Our online platform streamlines data collection, protects data integrity, and automates college, career, and military readiness and career and technical education (CCMR and CTE) calculations with visualizations. Our technical assistance helps with business partnership development, labor market analyses, high-quality CTE/pathway implementation, and P-TECH program planning.

Customer Success Responsibilities

• Serve as the main point of contact and build relationships with our school district clients through the various life cycle milestones (onboarding, nurturing and renewal)

• Onboard new customers by leading the scheduling and delivery of training and working with internal and external teams to facilitate data integrations & platform setup and configuration
• Manage the customer through onboarding and to the nurturing stage by conducting regular check-ins
• Communicate with multi-layer stakeholders, providing ongoing support, monitoring usage and sharing best practices to drive engagement
• Throughout the year you will ensure CareerCraft continues to deliver value for school- and district-level users
• Remain flexible to customer needs and monitor issues to ensure they are solved within a timely manner
• Provide routine customer feedback surfacing common issues, praise, and complaints, to our Sales and Engineering Teams, collected during the various customer engagements
• Continuously define and document problems and challenges faced by our districts
• Keep account records and notes updated in our CRM (Copper)
• Develop and monitor success metrics and goals for customer platform engagement and usage
  

Customer Support Responsibilities

• Provide first-line support for customer inquiries via phone, email, and chat
• Troubleshoot and resolve technical issues related to the CareerCraft platform
• Escalate complex issues to the appropriate teams when necessary
• Maintain a comprehensive knowledge base of FAQs and common issues
• Develop support documentation and training materials
• Monitor and respond to customer feedback across various channels
• Participate in regular team meetings to discuss support trends and improvement opportunities

Requirements

• 2+ years experience in implementation and customer success for SaaS company and/or experience working with SaaS tools in an education setting
• 3+ years in K-12 education or higher education setting
• 1+ years of customer support experience, preferably in an education technology environment
• Experience working in a remote environment
• Strong interpersonal skills (patience, active-listening, enthusiasm, empathy)
• Project management skills (understand task dependencies/sequence and manage of tasks, time management)
• Positive attitude — you can stay optimistic in high stress situations
• Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it
• Ability to maintain a high-level of customer satisfaction
• Excellent written and verbal communication skills
• Proficiency in using customer support tools and ticketing systems
• Ability to multitask and prioritize in a dynamic support environment
• Occasional travel - based on customer needs with meetings and trainings some travel may be required

Benefits

Benefits

• 401K with matching
• Medical, dental and vision insurance
• Paid parental leave
• Remote working conditions
• Unlimited vacation (team members are encouraged to take at least 4 weeks off every year)