K-12 Customer Success Specialist

Job Description

As a K-12 Customer Success Specialist, you'll play a crucial role in supporting our district partners throughout the school year. You will also collaborate with the Services team to coordinate meetings, monitor customer progress towards their objectives, and maintain meticulous account documentation. Responding to customer inquiries promptly and escalating issues when necessary will be a key responsibility. You'll track tasks, timelines, and deliverables for customer success and benchmark services workflows. Also, you will assist in coordinating K-12 benchmark assessment cycles, which includes setup, scheduling, and readiness checks. Support the customized assessment planning process by gathering district checklists and assessment schedules. Monitor assessment windows to ensure districts are prepared for successful administration. Provide benchmark support and troubleshoot basic benchmark issues. Maintain up-to-date information in internal systems, documentation, and trackers. Support cross-functional coordination with Product, Content, and Services teams. Identify and escalate risks or delays that could impact customer experience or assessment timelines. Maintain documentation, templates, and standard operating procedures. You will help improve workflows and identify opportunities for greater efficiency. You'll provide general administrative and operational support to both Customer Success and Benchmark Services teams, and assist in preparing summaries or materials for customer meetings and internal reviews. You'll also utilize collaboration tools such as Google Workspace, Microsoft Office, Adobe, Slack, FreshDesk, and proprietary software to streamline workflows related to customer communication, internal tracking, and assessment management.

Qualifications

1. Bachelor’s degree or equivalent experience. 2. 1-3 years of experience in education, customer support, operations, or edtech. 3. Strong organizational skills and attention to detail. 4. Excellent communication and responsiveness. 5. Ability to manage multiple tasks and deadlines simultaneously. 6. Excellent written and verbal communication skills. 7. Collaborative team player. 8. Significant experience with Google Workspace.