Customer Success Specialist

$45,000 - $64,000/Yr

Wilson Language Training - Juneau, AK

Full-time - Entry Level

Juneau, AK

Publishing Industries

About the position

As a Customer Success Specialist (CSS) at Wilson Language Training, you will play a crucial role in ensuring that our customers have a positive experience with our services. This entry-level position is designed for individuals who are passionate about customer service and are eager to contribute to our mission of achieving literacy for all. You will be the primary point of contact for our customers, responsible for post-sales support and maintaining strong relationships with them. Your goal will be to retain existing business and support expansion within your account portfolio. In this role, you will engage with customers to resolve their requests and complaints, ensuring that they feel valued and heard. You will adopt a proactive, customer-centric attitude, continually surprising and delighting customers with your service. Collaboration with internal teams, including the Onboarding Team, Sales Team, and Professional Services Team, will be essential to ensure seamless transitions throughout the customer journey. You will also be responsible for minimizing churn and optimizing user adoption to drive renewals and identify expansion opportunities. Your responsibilities will include collecting customer feedback and communicating it to the appropriate internal stakeholders as part of our ongoing improvement cycle. You will be measured on customer engagement and satisfaction, focusing on retention, health scores, and expansion opportunities. As the voice of the customer, you will embody the values of Wilson Language Training and contribute to a culture that prioritizes customer success.

Responsibilities

• Engage customers and resolve customer requests and complaints
• Continually surprise and delight customers with a proactive, customer-centric attitude
• Work with other internal teams to ensure seamless transitions throughout the customer journey
• Minimize churn and optimize user adoption to drive renewals and expansion
• Collect customer feedback and communicate to appropriate internal stakeholders as part of the ongoing improvement cycle
• Ensure high customer engagement and satisfaction as measured by retention, health score, expansion opportunities identified, and CNPS
• Understand and display WLT's values
• Other duties as assigned

Requirements

• Passion for service
• Patient and active listener
• Knowledge of best practices in customer service and retention
• Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance
• Self-awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientation
• Excellent communication and interpersonal skills
• Experience in the field of education, school/district leadership, educational publishing/technology, preferred
• Self-driven and proactive nature
• High computer literacy and ability to quickly learn new software applications
• Bachelor's Degree or related work experience

Benefits

• Medical, dental, vision, and Life & Disability Insurance
• 401k plan with partial employer match
• Paid Time Off
• Paid holidays
• Tuition reimbursement
• Company-wide office closure between Christmas and New Year's Eve (O'Connor days)