Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

MathWorks has built a Customer Success Team dedicated to helping our academic market experience the full value of MATLAB and Simulink. We are seeking an individual contributor who is enthusiastic about helping customers efficiently implement campus-wide access. As a Customer Success Specialist, you will work directly with a portfolio of India's leading academic Institutions & universities to onboard, train, and be part of an account team that proactively drives post sales adoption to ensure customers experience, excellent service and renew their campus license each year.

MathWorks nurtures growth, appreciates inclusivity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

Build trusted, consultative relationships with customers to engage them in developing and executing collaborative implementation plans that ensure onboarding, training and awareness building activities for their campus are successfully executed.
Maintain proactive, regular contact with accounts to maximize their success throughout the customer lifecycle.
Own and manage the customer onboarding process from customer commitment stage through annual renewals.
Serve as a central point of contact for university stakeholders engaged in meeting the needs of current and prospective MATLAB user communities throughout the institute.
Proactively resolve issues to ensure stakeholders and key users have a hassle-free experience; manage all additional escalation issues until resolved.
Motivate customers to act autonomously to ensure a successful, ongoing deployment of their campus-wide license.
Document customer interactions in SalesForce.
Work closely with the sales team to onboard customers.
Integrate customer feedback through regular interaction, customer satisfaction surveys and feedback from customer-facing colleagues (sales and technical teams) to evolve and continuously improve onboarding materials, tools and processes.
Discover and analyze gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps.
Conduct regular Business Reviews with customers to ensure campus-wide access is helping them meet their business goals.
Collaborate with the team to build and evolve Return On Investment reporting tools that support the renewal process.

Minimum Qualifications

A bachelor's degree and 3 years of professional work experience (or a master's degree, or equivalent experience) is required.

Additional Qualifications

Bachelor's degree in Engineering is required
Experience managing customers/accounts in the Indian market, preferably within the education/academic domain.
Three years of work experience in customer success
Excellent written, verbal communication, and presentation skills
Required languages: English and Hindi
Detail oriented with ability to develop activities based upon proactive analysis of customer metrics
Demonstrated ability to work in highly collaborative, cross-functional environments
Demonstrated ability to influence and direct customer activities
Experience working with staff at multiple levels, including senior management
Effective problem solving, collaboration, and influencing skills are crucial for the position
Social media savvy

Education Customer Success Specialist