Customer Success Associate

Have you always wanted to put your passion for education to use on the job? Would you like to work with an incredible team making an impact on learning around the world? If you answered yes, we can't wait to meet you!

We’re looking for our next Customer Success Associate to join the School Success team in the United States. And just who are we? Edpuzzle is a leading edtech company with offices in San Francisco and Barcelona and nearly 10 years of history helping teachers find and create exciting, interactive video lessons. Over 80% of U.S. schools and millions of teachers and students in 190+ countries around the world are already using Edpuzzle to make education more equitable and engaging.

Wondering what it’s like to work at Edpuzzle?

Picture a place where you can connect with your teammates, whether remotely or in person, whenever you need support. A place where one day you're helping shape one of the biggest edtech platforms in the world, and the next day you're doing a teambuilding activity with your coworkers. A place where everyone has been selected because they're the best at what they do, and where your manager and team trust your decisions fully. A place where you're encouraged to learn and grow because education is the cornerstone of everything we do. Check out the job details below to see if Edpuzzle could be the right fit for you!

About the job: The Customer Success Associate will work hand-in-hand with districts and schools to help our school customers get the most out of Edpuzzle’s platform, ensuring proper onboarding, training, tech integrations and customer satisfaction Navigate multi-level district relationships from department and program directors, Principals, Tech coaches and Teachers, including cross-functional touchpoints Understand and optimize customer journey Manage relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction Personally manage escalations and follow a methodical escalation process to Customer Support, Product Team and Sales Deeply understand our customers’ objectives and become a trusted right-hand advisor Determine how to define, drive, and demonstrate the value (ROI) that Edpuzzle delivers Act as the voice of the customer by gathering and communicating client feedback and feature requests Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and others, to improve the customer experience Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those Support alignment with Renewals /Expansion with the Sales Team Align with Revenue on renewal and up-sell strategy and focus on supporting with a retention emphasis Work with Sales to understand SSA involvement pre-post sales cycle Track key metrics for your region Perform other duties as assigned

About you: Client Management: You are able to manage, coordinate, and oversee interactions with existing clients and collaborate on account management with the Sales Team Project Management: You effectively manage large-scale projects by breaking them into achievable pieces, tracking progress, and anticipating and troubleshooting risks. You keep stakeholders informed through clear and proactive communication Presentation and Training: Ability to deliver a strong presentation, demo or training to a small or large group of educators and users on Edpuzzle platform Relationship Building: You build relationships with clients, colleagues and other business leaders, creating deep connections that lead to new business opportunities and partnerships Communication: Ability to communicate, present and influence all levels of the organization, including executive and C-level Self-Starter: You can navigate ambiguous tasks and answer your own questions. When left to your own devices, you find ways to move projects forward. You initiate more conversations than you join Organization Skills: You are able to work independently, plan and exercise conscious control of time spent on specific goals and reach deadlines effectively Strategic Thinking: You create a strategic direction with an impact on the achievement of long-term objectives linked to the strategic decisions of the organization Bachelor’s degree or equivalent Experience working in K-12 schools or districts as a Teacher or Administrator Knowledge of edtech software or education curriculum Experience implementing and maintaining usage of a software or program Experience presenting to large groups of teachers or stakeholders about EdTech Experience using the Edpuzzle platform Professional development and/or training experience Travel requirements: 50%

Bonus skills: CRM and Project Management tools: Experience using CRM such as Salesforce to track customer data and project management to organize tasks. … or another amazing skill you bring to the table that we haven’t thought of yet! What’s it like to work remotely? Work from the comfort of your own home or chosen coworking space Meet with your manager and team via video calls on Google Meet or Slack Connect with coworkers via Slack (with channels for work and for fun!) To enjoy our remote work policy, you’ll need high-speed internet access

Hiring for remote work in these states: Colorado, Illinois, Michigan, Minnesota, Texas, and Washington

What we offer: Competitive salary at $55,000 - $65,000 and a yearly salary review Medical, vision, and dental insurance 401(k) matching 14 paid holidays and flexible PTO Work from home stipend Quarterly team building events during working hours Incredible opportunity to grow, learn, and build lifetime bonds with other passionate people

Edpuzzle is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Edpuzzle makes hiring decisions based solely on qualifications, merit, and business needs at the time.

References from previous employers will be requested from candidates during the selection process. If you'd like to be considered for this position, please apply below. We look forward to hearing from you!

Apply here: https://jobs.lever.co/edpuzzle/e5e38152-c882-4748-aeb7-5de201a362f6