Customer Success Implementation & Technical Specialist

Frog Street - Southlake, TX

Full-time

Southlake, TX

About the position

The Customer Success Implementation & Technical Specialist at Frog Street is a pivotal role focused on supporting the company's digital business through customer support, onboarding, training, product management, and systems management. This position requires expertise in digital products and involves managing customer relationships to ensure satisfaction and product renewals.

Responsibilities

• Become an expert on digital products such as the teacher resource portal, website, store, partner apps, and digital platform products.
• Provide product implementation and customer life cycle management, including technical and product support for internal staff and customers.
• Collaborate with leadership and sales teams to renew customer subscriptions for all products.
• Lead and manage onboarding for online solutions.
• Manage, prioritize, and resolve support requests through various communication methods.
• Handle escalations and complex accounts with professionalism.
• Collaborate with the Product Team to enhance customer user experience.
• Provide monthly reports on customer experience, engagement, and product support with resolution recommendations.
• Lead implementation and support for new product development projects.
• Initiate internal projects to build efficiencies and increase customer satisfaction.
• Grow and maintain customer relationships to ensure product license renewals.

Requirements

• Experience with school data systems including Classlink, Clever, and OneRoster.
• Demonstrated ability to build long-term positive relationships with customers and colleagues.
• Proficiency in software such as Excel, Word, Outlook, PowerPoint, Salesforce, and video conferencing tools.
• Strong analytical skills and data management capabilities.
• Experience with technical integrations (SFTP, SSO, Web-Services, Rostering).
• Technical problem-solving skills.
• Effective verbal and written communication skills.
• Preferably 5+ years of experience serving customers, ideally in a PK-12 education environment.
• Expectation of exemplary attendance and punctuality.
• Ability to adapt and problem-solve.