WHO ARE YOU? You are a professional with a talent for training, teaching and guiding people through the learning process when it comes to new technology.
WHO ARE WE? We are passionate, lifelong learners, and creative thinkers working daily to develop culturally authentic language learning digital and print content for the K-20 education space.
WHAT IS THE ROLE ABOUT? In the Customer Success Specialist role, you will be an important partner to our Higher Education customers by being the front line of support, conducting virtual product demonstrations, and answering customer questions to show them our product’s potential and how to achieve optimal utilization.
WHY IS THIS EXCITING? VHL is a growth organization. The Customer Success team is made up of a passionate, experienced, and dedicated group of people who genuinely care about the relationships they build with each other and with customers.
IN THIS ROLE YOU WILL:
- Onboard new customers, act as the first point of contact, provide timely responses, and identify thoughtful solutions to their challenges.
- Deliver demos/trainings to customers that show how to optimize usage of VHL digital tools, products, and platforms.
- Provide pre/post-sales account management support to sales team members.
- Ensure timely day-to-day account administration and activity updates in CRM.
- Assist with scheduling and coordinating customer events, demonstrations, training, and meeting logistics.
- Elevate the customer experience by identifying workflow/process improvement areas.
- Create customized sales documents, marketing collateral, and presentation materials.
- Collaborate with other departments on special projects when needed.
YOU MUST HAVE (MINIMUM REQUIRED SKILLS & EXPERIENCE)
- Bachelor’s degree minimum.
- 2+ years minimum of experience in customer success, customer support, sales support, account management, or similar role.
- 1+ years minimum of experience conducting in-person and/or virtual product demos, presentations, or trainings for customers.
- Experience using video-conferencing tools (GTM, WebEx, Zoom, etc.).
- Experience using a CRM (i.e., Hubspot, Salesforce, or other) to manage accounts.
- Strong client/customer relationship building and management skills.
- Willingness to travel a couple of times/year to necessary team/company meetings.
IDEAL IF YOU HAVE (PREFERRED SKILLS & EXPERIENCE)
- Experience working and/or teaching in Higher Education.
- Familiarity with digital education technology products; VHL specific a plus.
- Experience using Salesforce.
LOCATION - Hybrid Boston/Remote
This role is a Hybrid Boston, MA/remote work arrangement during the work week. Our office is located at 500 Boylston Street, Boston, MA. Candidates must reside locally and within a reasonable distance to the office to be considered. Relocation assistance is not available for this role.
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