About the Role
We are seeking a Customer Success Coordinator to play an integral role in our private school sector, supporting our expanding network of private and independent schools. The Customer Success Coordinator will report to the Private School Director of Partnerships and will be responsible for ensuring customer satisfaction by providing assistance in onboarding, training, managing account tasks, and maximizing the value of our products or services. In this position, your objective will be to ensure attentive management of our private school accounts, monitor product adoption, and collaborate closely with the Private School team to enhance value, satisfaction, and renewal rates.
About Education Modified
Education Modified is an award-winning collaboration platform for K-12 schools and districts to better serve special populations of students. Founded by veteran NYC public school teachers, EdMod was built to innovate special education by bringing schools the technology they need to improve academic outcomes, beyond regulatory compliance.
Responsibilities:
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- Effectively communicate with, support & onboard new school and diocese partners throughout the lifetime of the account
- Influence future lifetime value through higher product adoption, deeper engagement, and customer satisfaction (increased retention)
- Monitor and identify usage trends to identify opportunities for support and a greater adoption rate
- Track customer feedback and document issues affecting the customer experience to share with product
- Proactively identify issues with potential impact on customers and recommend solutions
- Support kick-off meetings involving our clients and internal team
- Serve as the project lead on all private school customer projects
- Manage account tasks, including but not limited to: check-ins, renewals, project requests, upsells
- Conduct product training (initial and continuous) so that customers get the most out of the EdMod platform & services
- Ensure any active issues are escalated to the appropriate parties internally
- Create written and visual content to assist clients
- Implement new ideas to better service clients
- Handle additional tasks and projects as assigned by the Director of Private School Partnerships
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Requirements:
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- Has exceptional organization and time management with attention to detail
- Has prior experience in a customer service, sales, and/or consultative role
- Has the ability to self-start and work independently, while being part of a fast-paced, collaborative team
- Strong ability to communicate effectively through phone and email
- A passion for wanting to provide an exceptional customer experience and make a difference in private schools
- Takes feedback like a champ, is curious and eager to learn, and is comfortable with being uncomfortable
- Prior exposure working with CRMs, Customer Support ticketing tool and Microsoft Office Suite would be preferred
- Must thrive in a fast-paced environment with many competing priorities and deadlines.
- Creative problem solver with empathy towards customers
- A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
- Positive attitude and growth mindset
- Takes initiative and delivers results with minimal supervision
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Benefits
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- Full-time and salaried.
- U.S. Citizenship or permanent residency is required.
- This is a remote position, but residency in the U.S. is required.
- Includes benefits and unlimited vacation time.
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