Accelerate Learning
Customer Success Specialist II
Canvas
Edtech.com's Summary
Accelerate Learning is hiring a Customer Success Specialist II. The role involves managing the successful implementation and technical integration of Accelerate Learning's educational products with various school district technology platforms, supporting customers through the setup process, resolving technical issues, and building strong regional customer relationships.
Highlights
- Manage technical integration of platforms like Clever, ClassLink, Canvas, Schoology, and Google Classroom.
- Guide customers through setup, rostering, Single Sign-On (SSO), and data integration processes.
- Resolve technical issues related to system integrations using an agile, customer-focused approach.
- Lead district implementations, coordinate tasks, and plan timelines.
- Build and maintain strong regional customer relationships and collaborate cross-functionally.
- Strong communication, analytical, and problem-solving skills required.
- Experience with software project implementation or system administration.
- Knowledge of Windows OS and Microsoft Word and Excel.
- Bachelor’s degree in Computer Science or related field preferred; 2 years of relevant experience required.
- Commitment to continuous improvement, customer-first mindset, and ability to work independently and within teams.
Customer Success Specialist II Full Description
Position Summary
The Customer Success Specialist II is responsible for ensuring that Accelerate Learning products (STEMscopes, Math Nation, etc.) are successfully implemented at school districts across the country. This includes managing the technical integration of our platforms with other technology services and platforms our customers use, including Clever, ClassLink, Canvas, Schoology, and Google Classroom.The Customer Success Specialist II will work with school districts to provide support, resources, and data integration services. They will build regional customer relationships, manage customer technical and feedback cases, resolve cases from the queue, effectively communicate implementation requirements to customers, and become an expert in the customer needs characteristic of the region. The Customer Success Specialist II will work cross-functionally to identify and implement opportunities to be proactive, automate, and simplify processes and workflows.
Position ResponsibilitiesProduct Knowledge: Participate in product training to build working knowledge of all products. Apply platform functionality and feature knowledge to appropriate case resolution.
System Integrations: Guide new customers through the setup/rostering/integration process to ensure a smooth transition and successful initial setup. Implement Single Sign-On (SSO) and data integration solutions for new and existing clients. Translate technical resolutions into non-technical terms during video conferences with districts.
Case Resolution: Collect and resolve technical issues related to SSO and data integration using an agile resolution approach. Lead district implementations, coordinate tasks, and plan implementation timelines. Organize complex information and navigate large systems. Apply knowledge of internal and external system functionality and features to appropriate case resolution.
Relationship Building: Develop and maintain strong relationships with regional internal and external customers to foster loyalty and satisfaction. Become an expert in the customer needs characteristic of the region to provide proactive outreach, as applicable.
Collaboration: Work with other departments to ensure effective and timely resolution of all customer inquiries. Demonstrate teamwork, dedication, and a commitment to excellence in customer success.
Other duties and responsibilities as assigned.Position QualificationsRequired Skills/Abilities/Experience:Warm and hospitable written and oral communication skillsExcellent analytical and problem-solving skillsExperience implementing software projects and/or administering systemsStrong technology aptitudeProven ability to build and maintain relationships with customers to ensure their successAbility to build effective relationships within their own team and cross-functionally across the organizationAnalyze existing internal and external systems to suggest areas for improved efficiencyAgile in resolution approach depending on the customer’s position in their journey (e.g., support initial setup as well as configurations, settings, and technical troubleshooting)Good judgment, excellent time management, and strong organizational skillsSuccessful at multi-tasking, setting priorities, and meeting deadlinesKnowledge of Windows operating systems including Word and ExcelStrong learning aptitude
Attributes:Uses a customer-first mindset in their approach to workSeeks to create engagement, ownership, and accountability within a teamAbility to work independently and as part of a team within a dynamic environmentAbility to understand the big picture and execute according to established goalsCommitted to continuous improvement
Education & Experience
Bachelor’s degree in Computer Science or a related technology field preferred; equivalent technology experience considered2 years of experience in a related industry and field
The Customer Success Specialist II is responsible for ensuring that Accelerate Learning products (STEMscopes, Math Nation, etc.) are successfully implemented at school districts across the country. This includes managing the technical integration of our platforms with other technology services and platforms our customers use, including Clever, ClassLink, Canvas, Schoology, and Google Classroom.The Customer Success Specialist II will work with school districts to provide support, resources, and data integration services. They will build regional customer relationships, manage customer technical and feedback cases, resolve cases from the queue, effectively communicate implementation requirements to customers, and become an expert in the customer needs characteristic of the region. The Customer Success Specialist II will work cross-functionally to identify and implement opportunities to be proactive, automate, and simplify processes and workflows.
Position ResponsibilitiesProduct Knowledge: Participate in product training to build working knowledge of all products. Apply platform functionality and feature knowledge to appropriate case resolution.
System Integrations: Guide new customers through the setup/rostering/integration process to ensure a smooth transition and successful initial setup. Implement Single Sign-On (SSO) and data integration solutions for new and existing clients. Translate technical resolutions into non-technical terms during video conferences with districts.
Case Resolution: Collect and resolve technical issues related to SSO and data integration using an agile resolution approach. Lead district implementations, coordinate tasks, and plan implementation timelines. Organize complex information and navigate large systems. Apply knowledge of internal and external system functionality and features to appropriate case resolution.
Relationship Building: Develop and maintain strong relationships with regional internal and external customers to foster loyalty and satisfaction. Become an expert in the customer needs characteristic of the region to provide proactive outreach, as applicable.
Collaboration: Work with other departments to ensure effective and timely resolution of all customer inquiries. Demonstrate teamwork, dedication, and a commitment to excellence in customer success.
Other duties and responsibilities as assigned.Position QualificationsRequired Skills/Abilities/Experience:Warm and hospitable written and oral communication skillsExcellent analytical and problem-solving skillsExperience implementing software projects and/or administering systemsStrong technology aptitudeProven ability to build and maintain relationships with customers to ensure their successAbility to build effective relationships within their own team and cross-functionally across the organizationAnalyze existing internal and external systems to suggest areas for improved efficiencyAgile in resolution approach depending on the customer’s position in their journey (e.g., support initial setup as well as configurations, settings, and technical troubleshooting)Good judgment, excellent time management, and strong organizational skillsSuccessful at multi-tasking, setting priorities, and meeting deadlinesKnowledge of Windows operating systems including Word and ExcelStrong learning aptitude
Attributes:Uses a customer-first mindset in their approach to workSeeks to create engagement, ownership, and accountability within a teamAbility to work independently and as part of a team within a dynamic environmentAbility to understand the big picture and execute according to established goalsCommitted to continuous improvement
Education & Experience
Bachelor’s degree in Computer Science or a related technology field preferred; equivalent technology experience considered2 years of experience in a related industry and field
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