Customer Success Specialist, Pennsylvania/Ohio (remote)

Responsibilities

• Manage an assigned portfolio of strategic accounts.
• Evaluate assigned portfolio of small and mid-market partnerships to determine appropriate engagement and communications.
• Maintains customer implementation contact information in key systems to keep an open channel of communication with both the customer and sales.
• Cultivate and highlight exceptional implementations and educators for referrals, case studies, and deeper customer engagement.
• Provides pre-sale planning support for strategic and managed accounts, including solution consultations and execution of paid pilots in partnership with Sales.
• Develops a process and communication plan with sales when identifying cross-sell, up-sell, and Customer Health indicators.
• Liaison with technical support to resolve technical issues related to successful use of EPS’s digital programs.
• Liaison with professional learning to resolve training, coaching, and usage gaps related to implementation of EPS’s programs with fidelity.
• Travel onsite to the customer as part of a strategic onboarding, renewal, or escalation necessary to ensure a successful customer experience.

Qualifications

• Bachelor’s degree preferred.
• 2-4 years’ experience supporting customer curriculum implementations and ongoing needs in an educational setting.
• Prior CRM experience preferred.
• High level of comfort with technology and ability to pick up new software quickly.
• Ability to work effectively with team members in remote locations.
• Ability to craft and maintain standard work documentation for both process and content standards.

Benefits and Perks

• A competitive compensation package based on various factors including but not limited to qualifications, skills, competencies, location, and experience.
• An annual bonus or commission.
• A 401(k) retirement plan with employer match.
• Medical, dental, and vision insurance.
• Generous PTO, sick and paid holidays.
• Employer paid life and short & long term disability insurance.
• A laptop for your home office.
• A flexible remote-first work culture.

Compensation

The pay range for this position is $60,000 - $70,000 in annual salary. The actual base pay offered is determined by several variables, such as the candidate's qualifications, experience, skills, education, location, and market conditions.