Act as the first line of communication for customer inquiries, providing timely, accurate, and friendly support.
Build strong working relationships with educators, administrators, and program leaders.
Conduct routine customer outreach to support adoption, usage, and engagement.
Assist with onboarding processes by preparing materials, coordinating setup, and supporting training sessions led by CSMs.
Lead introductory or “refresher” product trainings as proficiency increases.
Document onboarding milestones and ensure customers are progressing toward successful implementation.
Log, track, and resolve customer issues while ensuring a smooth handoff to technical teams when needed.
Identify recurring issues and surface insights to improve internal processes and customer experience.
Monitor customer usage data to identify trends and potential risks.
Contribute to customer health reporting and flag at-risk accounts to the Customer Success Manager team.
Maintain accurate and up-to-date CRM documentation (Salesforce, HubSpot, etc.).
Partner closely with CSMs to support account planning, customer communications, and success strategies.
Work with Product, Support, and Implementation teams to advocate for customer needs.
Participate in team meetings, process improvement initiatives, and training sessions.

Requirements

Excellent active listening and communication skills
Experience implementing (vendor or customer) cloud-based, platform products.
1-2 years experience preferred in K-12 school district instructional roles
Strong demonstrated service-delivery experience with educational SaaS solutions
Excellent written and verbal communication and interpersonal skills.
Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.
Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users
Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously.
Detail-oriented, with strong organizational skills.
Ability and willingness to travel 30-40% average and up to 50% during peak, back-to-school period (August - October).

Benefits

90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
A 401(k) program with employer match
15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

cloud-based productseducational SaaS solutionsCRM documentationcustomer health reportingonboarding processescustomer outreachproduct trainingissue resolutiondata monitoringprocess improvement

Soft skills

active listeningcommunication skillsinterpersonal skillsorganizational skillsdetail-orientedself-directedprocess-orientedservice deliveryproject managementcustomer engagement