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Client Success Specialist
Macmillan Publishers
Denver, CO, United States
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Description
Macmillan Learning is a part of the family-owned Holtzbrinck group of companies and is one of the leading educational technology companies. Through deep partnership with the world's best researchers, educators, administrators, and developers, we facilitate teaching and learning opportunities that spark student engagement and improve outcomes. We provide educators with tailored solutions designed to inspire student curiosity and measure progress. Macmillan Learning is comprised of renowned brands including Bedford/St. Martins, W.H. Freeman, Worth Publishers, Sapling Learning, SkyFactor, Intellus Learning, Late Nite Labs, and Hayden-McNeil.
We are an Equal Opportunity Employer committed to reflecting a broad representation of differences -- race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective-- in our workplace. The successful candidate for this position will become an employee of Bedford Freeman & Worth Publishing Group, LLC (“BFW”), d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group, LLC has developed an affirmative action program in compliance with the NY Department of Education’s guidance. Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources.
Requirements
Position Description:
The Client Success Specialist is the primary operational point of contact for Intellus Learning institutional clients and is responsible for implementation, onboarding, training, and other client service activities. The Client Success Specialist role requires ongoing operational management of a portfolio of assigned clients, onboarding new users, identifying training needs, proactively engaging with clients on best practices and institutional feedback, and being a point of escalation. The Client Success Specialist will also serve as a liaison between clients and cross-functional internal Intellus teams to ensure the timely and successful delivery and training of our solutions according to customer needs and drive the client experience. Our ideal candidate is able to identify customer opportunities and challenges, problem solve, and exceed client expectations on an ongoing basis.
Responsibilities:
Responsible for onboarding, consultation, and operations management of the Intellus Learning Platform/ Educational Partner relationship
Identify, schedule, and execute all training needs of clients
Manage operational plans to track all client onboarding, timelines, user activity, etc.
Point of escalation for system or platform issues
Ensure CRM data is up to date and actionable
Collaborate and communicate with internal teams
Create and send client-appropriate communications including, but not limited to, maintaining ongoing client relationship, product release notes, newsletters, proactive messaging around features, etc.
Maintain and review high-level reports
Required Skills/Experience:
Minimum three years of experience working in a technical client services role or other relevant experience
Language and Communication Skills
• Ability to effectively express ideas and thoughts verbally and in written form.
• Exhibits good listening skills and comprehension
• Effectively keeps others adequately informed by presenting information to management, public groups, and client support team using the appropriate communication methods
Reasoning and Problem-Solving
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to solve practical problems and deal with a variety of concrete variables
• Client Responsibilities / Accountability
• Builds professional/trusting client relationships
• Understands clients requirements
• Sets and manages clients expectations
• Creative and effective internal and external training solutions
Preferred Skills/Experience:
A combination of: (i) proven track record of successful client service, (ii) strong project management experience across many clients and high attention to details, (iii) deep experience with educational technology and working with faculty, departments and institutional administration, and (iv) digital educational publishing experience considered a strong benefit.
Educational Background Required:
Bachelor's degree from four-year college or university or equivalent experience