[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Wilson Language Training is committed to achieving literacy for all and is looking to hire a Customer Success Specialist to join their team. The CSS will serve as the primary point of contact for customers, ensuring a great experience and supporting retention and expansion within their account portfolio.

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
• Self-driven and proactive nature
• High computer literacy and ability to quickly learn new software applications
• Bachelor's Degree or related work experience
• Experience in the field of education, school/district leadership, educational publishing/technology

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