About the Role
This role is responsible for ensuring customers successfully adopt and leverage the platform through remote support, training, and ongoing digital outreach. The specialist will monitor usage, identify opportunities for improvement, and act as a resource to enhance user experience and satisfaction.
Responsibilities
- Monitor customer engagement with the learning platform
- Deliver virtual onboarding sessions for new users
- Respond to customer inquiries via email and chat
- Identify and escalate technical issues to support teams
- Track customer progress toward defined goals
- Create and share digital training resources
- Conduct regular check-ins using video conferencing
- Analyze usage data to guide customer interactions
- Support adoption of new features and updates
- Collaborate with account managers on customer health
- Develop action plans for at-risk accounts
- Maintain accurate records in customer relationship systems
- Gather feedback to inform product improvements
- Promote best practices for digital learning tools
- Assist in the development of self-help content
- Coordinate with implementation teams during onboarding
- Follow up on customer training completion
- Identify expansion opportunities within accounts
- Participate in customer success process improvements
- Ensure compliance with customer communication standards
- Support multilingual customers when possible
- Attend internal training on product updates
- Respond to after-hours support requests as scheduled
- Contribute to customer satisfaction metrics
- Stay current with education technology trends
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model
Team
Part of the global customer success team
About the Team
The customer success team works globally to ensure institutions and educators get the most from digital learning tools. Members focus on proactive engagement, data-informed outreach, and continuous improvement of support processes.
What We Value
We prioritize empathy, clear communication, and a solutions-oriented mindset. Team members are expected to be curious, collaborative, and committed to equitable access in education technology.
Not available for this position
