[Remote] Customer Success Specialist, Pennsylvania/Ohio (remote)

Note: The job is a remote job and is open to candidates in USA. EPS Learning provides effective literacy solutions for K-12 education, focusing on evidence-based instruction to improve literacy outcomes. They are seeking a Customer Success Specialist to partner with schools and districts, ensuring successful onboarding and implementation of their digital curriculum solutions. This role involves proactive customer engagement and collaboration with multiple teams to enhance the customer experience.

Responsibilities

• Manage an assigned portfolio of strategic accounts. The ideal candidate will use discretion to prioritize their time, creating and implementing engagement strategies based on account size, and health attributes
• Evaluate assigned portfolio of small and mid-market partnerships to determine appropriate engagement and communications, helping them realize the full value of their purchase to drive continued implementation and annual purchasing
• Monitors post-sale fulfillment activities for physical, digital, and service components to ensure completion for a timely launch with students
• Coordinates with the sales team to execute successful transitions
• Maintain customer implementation contact information in key systems to keep an open channel of communication with both the customer and sales
• Coordinates with the sales and marketing teams to cultivate and highlight exceptional implementations and educators for referrals, case studies, and deeper customer engagement
• Provides pre‑sale planning support for strategic and managed accounts, including solution consultations and execution of paid pilots in partnership with Sales
• Develop a process and communication plan with sales when identifying cross-sell, up-sell, and Customer Health indicators
• Liaison with technical support to resolve technical issues related to successful use of EPS’s digital programs
• Liaison with professional learning to resolve training, coaching, and usage gaps related to implementation of EPS’s programs with fidelity
• Within your portfolio accounts, at times you may need to travel onsite to the customer as part of a strategic onboarding, renewal, or escalation necessary to ensure a successful customer experience. This type of travel would likely be quarterly, and align to appropriate academic calendar milestones like back-to-school or end of school

Skills

• Bachelor's degree preferred
• 2-4 years' experience supporting customer curriculum implementations and ongoing needs in an educational setting
• Experience with project management, customer service, sales support, or sales
• High level of comfort with technology and ability to pick up new software quickly
• Prior CRM experience preferred
• Ability to work effectively with team members in remote locations
• Ability to craft and maintain standard work documentation for both process and content standards

Benefits

• An annual bonus or commission
• A 401(k) retirement plan with employer match
• Medical, dental, and vision insurance
• Generous PTO, sick and paid holidays
• Employer paid life and short & long term disability insurance
• A laptop for your home office
• A flexible remote-first work culture

Company Overview