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About the position
The Customer Success Specialist drives customer retention and sales growth through support of customers with their digital solutions, building consultative relationships to expose customers to additional digital solutions, and collaborating with internal partners and teams to deliver customer satisfaction. This role is accountable for applying sales skills, product knowledge, and analytics to align digital solutions to current customers’ needs and meet or exceed a sales goal.
Responsibilities
- Achieves sales target for assigned accounts to achieve customer retention and grow sales
- Provides consultative upselling and service by applying product knowledge and expertise
- Performs effective territory planning to drive results
- Supports customers to enable optimal navigation of digital products and resources
- Monitors success of digital courses to enable positive customer experience
- Cultivates relationships to ensure satisfaction and drive customer success through effective problem-solving skills and offering solutions
- Exceeds customer expectations, prioritizes needs, and focuses on retention and renewal of customers
- Acts as voice of customer to inform internal stakeholders on product and experience improvements
- Performs other duties as needed to achieve organizational goals
Requirements
- Minimum of 2 years of experience in relationship-based role – customer or account management
- Strong desire and commitment to learn additional skills to close on sales opportunities
- Strong communication skills, written and verbal to effectively engage customers
- Demonstrated understanding of technology and some experience with digital products
- Ability to build and maintain strong and trusting customer relationships
- Ability to analyze data and apply to drive results
- Highly organized with ability to handle multiple projects and work efficiently
- Ability to work independently, take initiative to drive efficiency and effectiveness in the role, and take proactive approach to supporting customers and collaborating with partners
- Some direct sales experience preferred
- Bachelor’s degree or equivalent experience preferred including experience in a higher education environment, working with faculty on training and implementation of digital solutions
