Customer Success Specialist, Lucid for Education

Lucid Software - Salt Lake City, UT

Full-time - Entry Level

Salt Lake City, UT

Publishing Industries

About the position

Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team. The Lucid for Education Customer Success team plays a central role at Lucid Software ensuring that all of our customers can maximize the value they obtain through the adoption of our products as well as developing the next generation of Lucid users. The Customer Success Specialist works as part of a strategic team to drive our customers' success in the most efficient ways possible. They strive to continually optimize Lucid for Education's customer experience at scale and engage with our education partners based on customers' explicit and implicit needs. The majority of our communication is done over email, but Customer Success Specialists are expected to be comfortable representing Lucid over a screen share or phone call as needed to help our customers succeed. They should also be confident in representing Lucid and helping strategic users and administrators critical to Lucid's customers environment and usage. Understanding the core Lucid business strategy and enabling that strategy through our daily work is key to our team's success. Our team requires the highest level of teamwork and trust to achieve our organizational goals.

Responsibilities

• Effectively manage the overall success and retention of a book of education accounts
• Develop an understanding of our customer's business objectives and a strategy for supporting the customer in achieving those objectives
• Identify and monitor key user operational metrics focused on retention to help drive improvements to our product and support offerings
• Continually work with accounts to support the ongoing successful adoption of key Lucid products and features
• Develop and execute data-driven recommendations at scale
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
• Develop tools, processes, and best practices to ensure customers are realizing the greatest possible value from the Lucid Suite

Requirements

• Bachelor's degree with strong academic performance
• 0-2 years of experience, preferably in a client-facing or technical role
• Able to think strategically and tackle open-ended problems
• Detail-oriented, organized, and a good team player
• A strong sense of personal ownership and responsibility
• Strong communication skills, both written and verbal, with the ability to explain complex subjects to non-technical people
• Empathy and a passion for problem-solving
• Bias towards finding solutions vs. shutting down ideas
• Ability to thrive in a fast-paced environment

Nice-to-haves

• Technical aptitude and passion to become a subject matter expert in the Lucid Suite and related domains
• Desire to learn--you'll often be answering questions that have never been answered before, which requires a high level of intellectual curiosity and an eagerness to dive into new problems, domains, tools, and techniques
• Project management skills across a varied set of responsibilities in a fast-paced, high-volume environment
• Ability to thrive in a fast-paced, start-up-type environment
• Previous experience in customer success management