Partner Success Specialist--Tier 1 (Remote)

About the role

The Partner Success team at Teaching Strategies is dedicated to providing exceptional customer service and ensuring that our partners realize the full value of our solutions. This role focuses on redefining processes to enhance the customer journey and ensure long-term customer retention.

Responsibilities

• Provide "White Glove" customer service to ensure an excellent Onboarding experience
• Manage implementation and onboarding of all new and renewing partners
• Understand and anticipate customer needs
• Identify decision makers, stakeholders, and users for the customer
• Deliver engaging, comprehensive trainings to customers and ensure readiness to go live
• Develop product knowledge expertise to guide customers to realize value quickly
• Project manage new client implementations via email, phone, and web-based tools
• Track implementation tasks against a schedule and coordinate with internal staff
• Take a proactive data-driven approach to ensure customer adoption and usage metrics align with expectations
• Identify churn risks and develop proactive plans to increase customer retention
• Conduct onboarding webinars for multiple customers with expert presentation skills
• Measure performance by overall customer satisfaction metrics and retention rates
• Work closely with the sales team to manage the life of accounts post-sale through renewal
• Answer and delegate ongoing questions from clients
• Provide ongoing feedback to the Implementation team lead and department head on ways to improve client onboarding and implementation success
• Work with the Support and Development teams on improving the product based on customer feedback
• Offer high-level customer support and communication, comfortable answering customer questions and guiding them to answers

Qualifications

• Experience with Teaching Strategies products and services preferred
• 2-4 years of experience in Customer Support, Customer Success, Onboarding/Implementation or Account Management with examples of success
• Bachelor's Degree in business, education or other related areas required
• Comfortable communicating at multiple levels with customers (technical/non-technical/management)
• Experience with Salesforce or another CRM solution desired
• Superior organizational capabilities and time management skills
• Proven track record and capabilities for delivering excellent customer experiences
• Strong analytical, problem-solving, and troubleshooting skills
• Excellent written and verbal communication skills
• Effective organizational and presentation skills