Customer Success Specialist Schedule: Full-Time, M-F regular business hours* *May need to adapt working hours to meet the needs of customer time zonesLocation: Remote (Pacific Time Zone), United States - Candidates must reside in California, Oregon, Washington, or NevadaFLSA Status: Exempt (Salary) Reports To: Customer Success Manager Pay Range: $65,00 - $75,000 base salary, plus commission and bonusPosition OverviewWe are seeking a passionate and proactive Customer Success Specialist to join our growing team. The ideal candidate will be dedicated to ensuring our customers, including educators and administrators, have a seamless experience from onboarding through to ongoing engagement with STAR Autism Support's products and services. As a Customer Success Specialist, you will play a crucial role in maintaining client satisfaction, driving retention, and fostering long-term relationships within the special education community. Our ideal candidate would share our passion in helping educators and students with Autism succeed through inclusive, evidence-based, and sustainable curriculum and training services. If you are a dedicated professional with a passion for customer success in special education and thrive in a collaborative environment, we encourage you to apply for this exciting opportunity to join our team at STAKey responsibilities
- Onboarding and Implementation: Guide new customers through the onboarding process, ensuring a smooth transition onto our platform and/or service. Provide training and assistance to help clients maximize the value of our products and services.
- Customer Support and Relationship Management: Serve as the primary point of contact for assigned accounts, addressing inquiries, troubleshooting issues, and proactively identifying solutions to meet customer needs.
- Professional Services Scheduling and Coordination: [LW1] Work with customer and internal professional services team to schedule, re-schedule and prepare for in-person and virtual professional services provided by the STAR Training Team to client.
- Proactive Outreach: Conduct regular check-ins with customers to assess satisfaction levels, gather feedback, and identify opportunities for upselling or cross-selling additional products/services.
- Retention and Renewal: Monitor customer usage and engagement metrics to identify and mitigate churn risks. Work collaboratively with sales and marketing teams to develop strategies that promote customer loyalty and renewals.
- Product Expertise: Develop a deep understanding of our products and services. Use this knowledge to effectively communicate product benefits and best practices to educators and administrators.
- Customer Advocacy: Champion customer interests and feedback within the company. Collaborate with professional services and product teams to prioritize feature requests and service improvements based on customer insights.
- Assist with other projects as assigned
Required skills
- Bachelor's Degree or equivalent years of experience
- 1-3 years' experience in a related field (customer service, sales, training, etc.)
- Experience in building and maintaining customer relationships
- Experience working with a diverse set of customers with varying needs and communication styles
- Has a growth mindset and is deeply interested in ongoing learning and development
- Strong organizational skills and can successfully manage multiple priorities at any given time
- Strong collaboration skills with the ability to work with multiple stakeholders across the organization
- Self-motivated and has the ability to work both independently and as part of a team
- A proven track record of gaining trust and respect by consistently demonstrating sound critical thinking skills and maintaining composure in stressful situations
- Self-starter who is goal oriented and motivated by providing excellent customer service
- Strong analytical and creative problem solving skills
- Strong written and verbal skills
- Strong Microsoft Office skills
Pluses
- Experience or interest in K-12 education and/or special education industry
- Knowledge of the principles and methods for promoting and selling products and services
- Experience with Salesforce
- Experience working with a national company with a distributed remote workforce and customer base
Capability Requirements
- Ability to type and look at a computer screen for up to 8 hours daily required
- Work performed in a home office setting with frequent phone and video calls
- Ability to work both individually and collaboratively with others
- Fully vaccinated against COVID-19 or qualifies for an accommodation
Who we areSTAR Autism Support (SAS) is a family-founded educational consulting company based in Portland, OR. SAS provides curriculum materials, workshops and training to school and agency staff who work with students with autism and other developmental disabilities. Our unique and practical approach provides school districts with curriculum resources and a continuum of professional development activities to address the educational needs of student's early childhood through post-secondary throughout the country and internationally. At SAS our goal is to cultivate a supportive, positive and welcoming work environment where all staff can successfully thrive. We value and celebrate equity, diversity, and inclusion. Our vision of equity includes a continuous commitment to becoming an antiracist, multicultural organization. We strive to provide all employees with a culture of curiosity and continued learning. Our company values are listed below:
- Use innovative, evidenced-based, culturally responsive strategies to positively impact our stakeholders including students with autism and educators.
- Practice professional and personal accountability, adaptability, and respect for others.
- Maintain sustainable growth and long-term partnerships with our stakeholders in order to provide equitable services to all.
The perks of working with usNot only are you helping do good in the world, but you will be joining a team of passionate and exceptional people within a casual environment. We also encourage our team to continue their own professional development by helping fund opportunities to do so. We offer a full suite of benefits including:
- Retirement plan options with matching
- 12 days of paid time off per year
- 18 paid holidays and office closure days per year
- 2 weeks of paid COVID-19 sick leave
- Health Insurance Coverage (Medical, Dental, Vision, and Flexible Spending Accounts)
- Life and Disability Insurance options
We are a proud Equal Opportunity Employer. STAR Autism Support (SAS) is committed to the principles of diversity, equity, and inclusion (DEI). We celebrate the differences that make each person unique, both at work and in the communities we serve. Using evidence-based practices we strive every day to make positive educational outcomes accessible to all students and educators. This commitment is also foundational to our company culture. We acknowledge that research shows that Black, Indigenous and people of color (BIPOC) and women are significantly less likely to apply for some positions, believing they must meet every qualification as described in the job description. At STAR Autism Support, we value representation, and we are most interested in finding the best candidate for the job. We know that sometimes that candidate may be one who comes from a less traditional background. We encourage you to apply, even if you don't believe you meet every one of the qualifications described in the job description.