Wilson Language Training is committed to achieving literacy for all and ensuring the professional development of its employees. They are seeking a Customer Success Specialist to be the primary point of contact for customers, ensuring a great experience and supporting account retention and expansion.
Responsibilities
- Engage customers and resolve customer requests and complaints
- Continually surprise and delight customers with a proactive, customer-centric attitude
- Work with other internal teams to ensure seamless transitions throughout the customer journey
- Minimize churn and optimize user adoption to drive renewals and expansion
- Collect customer feedback and communicate to appropriate internal stakeholders as part of the ongoing improvement cycle
- Ensure high customer engagement and satisfaction as measured by retention, health score, expansion opportunities identified, and CNPS
- Understand and display WLT’s values
- Other duties as assigned
Skills
- Passion for service
- Patient and active listener
- Knowledge of best practices in customer service and retention
- Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance
- Self-awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientation
- Excellent communication and interpersonal skills
- Experience in the field of education, school/district leadership, educational publishing/technology, preferred
- Self-driven and proactive nature
- High computer literacy and ability to quickly learn new software applications
- Bachelor's Degree or related work experience
Benefits
- Medical, dental, vision, and Life & Disability Insurance
- 401k plan with partial employer match
- Paid Time Off
- Paid holidays
- Tuition reimbursement
- O’Connor days, which refers to a company-wide office closure between Christmas and New Year’s Eve, as well as other perks.
Company Overview
Wilson Language Training provides evidence-based curricula and ongoing professional learning to literacy educators across the country. It was founded in 1988, and is headquartered in Oxford, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.wilsonlanguage.com/.