Edtech.com's Summary

ExPrep is hiring a Customer Success Associate to manage daily client interactions, provide technical support, and assist with client onboarding and relationship management. The role involves customizing grading systems, facilitating platform adoption, and collaborating with the Customer Success Manager to ensure overall client satisfaction.

Highlights

Customize grading configurations based on professors' requirements.
Provide grading recommendations to enhance the educational experience.
Deliver technical support using HubSpot and escalate issues with JIRA.
Manage client inquiries, document interactions, and maintain training materials.
Assist in onboarding new professors and conduct regular client check-ins.
Collect client feedback and support product team improvements.
Participate in retention initiatives and may travel for client visits or conferences.
Requires 1-3 years of client-facing experience, with strong communication and organizational skills.
Proficiency in Microsoft Excel, HubSpot, and JIRA is preferred.
Compensation ranges from $60,000 to $80,000 with benefits including 401k, health, dental insurance, and PTO.

Customer Success Associate Full Description

Position Overview
The Customer Success Associate at ExPrep plays a crucial role in ensuring client satisfaction and the successful adoption of our platform. Working under the guidance of the Customer Success Manager, this position focuses on day-to-day client interactions, technical support, and operational aspects of client onboarding and relationship management.

Apply Here

Key Responsibilities

Create and configure customized grading based on professors' specific requirements.
Offer grading recommendations to professors that empower educators and enrich the learning experience.
Create a positive sentiment in all client interactions.
Provide timely and effective technical support to professors and students using HubSpot. Utilize the internal ticketing system JIRA to escalate issues when necessary.
Respond to and resolve customer inquiries and issues.
Document client interactions, issues, and resolutions with HubSpot.
Assist in the onboarding process for new professors adopting the ExPrep platform.
Develop a deep understanding of the ExPrep platform to communicate features and benefits effectively.
Create and maintain user documentation and training materials.
Conduct regular check-ins with clients to ensure satisfaction and identify potential concerns.
Collect and organize client feedback to share with the Customer Success Manager and product team.
Conduct regular client file audits to ensure platform capability updates are applied appropriately.
Identify opportunities for feature implementation based on client usage patterns.
Organize, file, and document assignment data to identify trends and usage data.
Participate in team meetings and contribute ideas for enhancing the customer experience.
Support the Customer Success Manager in retention initiatives and account management activities.
Travel, as necessary, to visit clients’ campuses and/or represent ExPrep at conferences.

Qualifications

1-3 years of experience in customer support, account management, or similar client-facing roles
Business or Education degree is desirable
Strong interpersonal skills and ability to build trusted professional relationships
Strong technical aptitude with the ability to learn new systems quickly
Excellent communication skills, both written and verbal
Strong Microsoft Excel skills
Detail-oriented with strong organizational abilities
Problem-solving mindset with a proactive approach to customer service
Experience with HubSpot (or other CRM) and JIRA is a plus
Understanding of higher education environments is beneficial
Ability to work independently while also contributing effectively to team goals
Customer-centric mindset with a passion for delivering exceptional service
Cover letter must include favorite Excel function or keyboard shortcut

Compensation and Benefits

$60-80k
401k
Health and Dental Insurance
PTO

Original Job Description

Apply Here

Key Responsibilities

Create and configure customized grading based on professors' specific requirements.
Offer grading recommendations to professors that empower educators and enrich the learning experience.
Create a positive sentiment in all client interactions.
Provide timely and effective technical support to professors and students using HubSpot. Utilize the internal ticketing system JIRA to escalate issues when necessary.
Respond to and resolve customer inquiries and issues.
Document client interactions, issues, and resolutions with HubSpot.
Assist in the onboarding process for new professors adopting the ExPrep platform.
Develop a deep understanding of the ExPrep platform to communicate features and benefits effectively.
Create and maintain user documentation and training materials.
Conduct regular check-ins with clients to ensure satisfaction and identify potential concerns.
Collect and organize client feedback to share with the Customer Success Manager and product team.
Conduct regular client file audits to ensure platform capability updates are applied appropriately.
Identify opportunities for feature implementation based on client usage patterns.
Organize, file, and document assignment data to identify trends and usage data.
Participate in team meetings and contribute ideas for enhancing the customer experience.
Support the Customer Success Manager in retention initiatives and account management activities.
Travel, as necessary, to visit clients’ campuses and/or represent ExPrep at conferences.

Qualifications

1-3 years of experience in customer support, account management, or similar client-facing roles
Business or Education degree is desirable
Strong interpersonal skills and ability to build trusted professional relationships
Strong technical aptitude with the ability to learn new systems quickly
Excellent communication skills, both written and verbal
Strong Microsoft Excel skills
Detail-oriented with strong organizational abilities
Problem-solving mindset with a proactive approach to customer service
Experience with HubSpot (or other CRM) and JIRA is a plus
Understanding of higher education environments is beneficial
Ability to work independently while also contributing effectively to team goals
Customer-centric mindset with a passion for delivering exceptional service
Cover letter must include favorite Excel function or keyboard shortcut

Compensation and Benefits

$60-80k
401k
Health and Dental Insurance
PTO

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Edtech.com's Summary

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