Customer Success Specialist

The Customer Success Team plays a pivotal role in supporting partners while improving the learning experience for all on OpenLearning. As part of this team, the Customer Success Advocate provides timely technical support to our diverse user base. To apply for this role, please email your CV to: Contract, Full-time (5 days a week, Night shift, Weekday and Weekend)

Reports to

Head of Customer Success

Job location

Philippines

About the role

This role plays an important part in driving the growth of the company through: The Customer Success Specialist role is the first point of contact and is responsible for providing onboarding support, platform technical support, and creating sustainable growth for OpenLearning partners. As a Customer Success Specialist, you will collaborate with cross-functional teams, troubleshoot technical issues, and contribute to the ongoing improvement of the solutions, supporting new institutional partners through their onboarding and managing a number of accounts to support their growth.

Key accountabilities

1. Product Knowledge: - Gain in-depth knowledge of the company's product or service offerings. - Provide expert guidance to clients on maximizing the product's value to meet their business goals.
2. Customer Onboarding: - Oversee the onboarding process for new clients to ensure a smooth and positive experience. - Conduct onboarding sessions and provide educational resources.
3. Proactive Communication: - Initiate regular client check-ins to assess satisfaction, gather feedback, and address concerns. - Keep clients informed about product updates, enhancements, and industry trends. - Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a cohesive customer experience. - Relay customer feedback to the product team for continuous improvement.
4. Documentation and Resources: - Create onboarding documentation, guides, and tutorials to assist customers in their learning process. - Ensure that onboarding resources are clear, concise, and easily accessible.
5. Customer Engagement and Feedback Collection: - Develop and nurture strong, long-term relationships with assigned clients. - Serve as the main point of contact and advocate for clients within the company. - Offer responsive customer support during the onboarding phase to address questions and challenges promptly. - Collaborate with the Customer Success team to facilitate a seamless transition post-onboarding. - Gather and relay customer feedback to the product development team for continuous improvement. - Provide insights into common customer challenges and opportunities for product enhancement.

Requirements:

1. Preferably minimum 2 years experience in SaaS customer to technical support.
2. Relevant experience in user onboarding, training, or customer support roles.
3. Excellent communication and presentation skills.
4. Ability to adapt to new technologies quickly.
5. Strong organizational and project management skills.
6. Customer-focused mindset and goal-oriented and results-driven.
7. Analytical mindset with the ability to interpret data.
8. Familiarity with customer relationship management (CRM), and support tools.

What is OpenLearning?

OpenLearning is an online learning platform that goes beyond content delivery to focus on community, connectedness, and learner engagement. #J-18808-Ljbffr