Customer Success Rep

Summary

CharacterStrong, a FullBloom Company, is a tech education company providing PreK-12 digital social-emotional learning curricula and professional learning opportunities. The Customer Success Rep 1 will support a portfolio of small-account customers by driving product adoption, renewals, retention, satisfaction, and long-term customer value.

Responsibilities

• Build Healthy Customer Relationships: Develop and nurture strong, long-lasting relationships with customers by delivering scalable and value-driven engagements
• Drive Adoption and Satisfaction: Proactively engage with customers to drive adoption of our products and services, ensuring our customers experience the full value of our offerings
• Manage a Book of Business and Renewals: Proactively manage a portfolio of customer accounts, ensuring timely renewals, accurate forecasting, and improved retention rates
• Serve as a Customer Advocate and Advisor: Act as the voice of the customer within CharacterStrong, advocating for their needs and providing feedback to relevant teams. Consult on how to increase adoption and improve customer ROI
• Monitor Progress and Adoption: Track customer success metrics and monitor their progress and adoption of our products or services, intervening as needed to drive desired outcomes
• Identify Upsells: Collaborate with our Sales team to identify opportunities for upselling or expanding services to existing customers, based on their evolving needs and goals
• Prepare and Facilitate Customer Meetings: Conduct regular check-ins with customers to fine-tune strategies to increase effectiveness and efficiency (e.g. account reviews, webinars, demos, and other proactive interactions)
• Maintain in-depth knowledge of our products: Help effectively assist customers and inspire product loyalty

Skills

• Minimum 1-year experience in a customer-facing role, such as Customer Success, Account Management, Sales, or Professional Services
• Ability to think on your feet and quickly grasp new concepts
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers
• Self-starter who is comfortable working independently
• Extremely organized and consistent with strong attention to detail
• Produces timely, quality results and consistently asks the question, “How can I make this 1% better?”
• EdTech (K-12) preferred
• Efficient with CRM's, Google Suite applications and other business apps such as: Slack, Zoom, Notion, Quickbooks, and Hubspot preferred

Qualifications

Must Haves

• Minimum 1-year experience in a customer-facing role, such as Customer Success, Account Management, Sales, or Professional Services
• Ability to think on your feet and quickly grasp new concepts
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers
• Self-starter who is comfortable working independently
• Extremely organized and consistent with strong attention to detail
• Produces timely, quality results and consistently asks the question, “How can I make this 1% better?”

Nice to Haves

• EdTech (K-12) preferred
• Efficient with CRM's, Google Suite applications and other business apps such as: Slack, Zoom, Notion, Quickbooks, and Hubspot preferred

Benefits

• Remote Work Environment