Wilson Language Training - Frankfort, KY
posted 2 months ago
At Wilson Language Training, we are dedicated to achieving literacy for all, believing it to be a fundamental right. Our commitment extends to our employees, ensuring they experience fulfilling professional development while being encouraged to bring their authentic selves to work. We are currently seeking a Customer Success Specialist (CSS) to join our growing team. This entry-level position is crucial as the CSS will serve as the primary point of contact for our customers, ensuring they have a positive experience with our services. The ultimate goal is to retain existing business and support expansion within the customer account portfolio. The ideal candidate for this role will possess a positive attitude, a passion for addressing customer needs, and strong communication skills, both via phone and email. The CSS will be responsible for post-sales support, building and maintaining customer relationships, handling inquiries, and ensuring overall customer satisfaction. Acting as the voice of the customer, the CSS will collaborate closely with the Onboarding Team, Sales Team, and Professional Services Team to foster a customer-centric culture at Wilson Language Training. Key responsibilities include engaging with customers to resolve requests and complaints, delighting them with a proactive approach, and working with internal teams to ensure smooth transitions throughout the customer journey. The CSS will also focus on minimizing churn, optimizing user adoption, collecting customer feedback, and ensuring high engagement and satisfaction levels, as measured by retention rates and expansion opportunities. The role requires a deep understanding of Wilson Language Training's values and a commitment to embodying them in daily interactions.