Customer Success Specialist/ Project Associate

Key Responsibilities:

Client Relationship Management:

• Develop and maintain strong, long-term relationships with students and teachers who use our educational technology platforms.
• Serve as the main point of contact for clients, addressing their inquiries, concerns, and feedback promptly and professionally.
• Proactively engage with clients to understand their goals, challenges, and usage patterns, ensuring they derive maximum value from our products.

Onboarding and Training:

• Facilitate smooth onboarding processes for new clients, guiding them through the setup and configuration of our platforms.
• Deliver comprehensive training sessions to students and teachers, both individually and in groups, to ensure they understand how to effectively utilize our tools to enhance their learning and teaching experiences.

Product Support and Troubleshooting:

• Provide timely and effective technical support to clients, troubleshooting issues they encounter with our platforms and resolving them efficiently.
• Collaborate with the technical support team to escalate and prioritize complex technical issues, ensuring swift resolution for clients.
• Customer Success Planning:
• Work closely with clients to develop and implement success plans tailored to their unique needs and objectives.
• Regularly assess client satisfaction and usage metrics to identify opportunities for improvement and proactively address any potential issues or roadblocks.

Product Feedback and Advocacy:

• Gather feedback from clients regarding their experiences with our products, features, and services, and communicate this feedback to the product development team to inform future enhancements.
• Act as a vocal advocate for our products and services, promoting their value and benefits to clients and helping to drive adoption and retention.

Sales Calls and Consultation:

• Conduct sales calls with potential clients, including educational institutions, to understand their needs and present our products and services as solutions.
• Provide consultative guidance to prospective clients, highlighting the benefits and value propositions of our educational technology platforms.
• Collaborate with the sales team to identify and pursue opportunities for upselling and cross-selling additional products or services to existing clients.

• Manage multiple client implementation and success projects simultaneously, ensuring timely delivery and achievement of project objectives.
• Coordinate with cross-functional teams including sales, product, and technical support to execute client projects effectively.
• Develop project plans, track progress, manage risks, and ensure project milestones are achieved within agreed timelines.
• Prepare project reports and communicate updates to internal teams and clients.

Qualifications:

• Bachelor's degree in Education, Business, Communication, or related field.
• Proven experience in customer-facing roles, preferably in the education or technology sector.
• Strong interpersonal and communication skills, with the ability to effectively engage and build rapport with clients of diverse backgrounds.
• Excellent problem-solving abilities and a proactive approach to addressing client needs and challenges.
• Familiarity with educational technology platforms and a passion for leveraging technology to enhance learning experiences.
• Ability to work independently as well as collaboratively within a cross-functional team environment.
• Experience with CRM software (e.g., Salesforce) and proficiency in Microsoft Office suite.

Preferred Qualifications:

• Experience working in a B2B customer success or account management role, particularly within the EdTech industry.
• Knowledge of learning management systems (LMS), virtual classroom tools, and other educational software solutions.
• Familiarity with instructional design principles and pedagogical best practices.
• Certification in customer success management or related field (e.g., CSPO, CSM).

If you are a dedicated and experienced Customer Success Specialist seeking a challenging role in an edtech firm. Please submit your resume, along with a cover letter highlighting your teaching experience and your philosophy on language instruction to [Confidential Information]

EduBrisk is an integrated knowledge and learning solution provided for school and educational institutions. We provide various products and services to transform

every school towards the future school of today. Our steadfast effort and collaboration has led to the development of an innovative Digital teaching and learning platform for teachers, students and parents.(www.edubrisk.com)

Expected Salary package: 25,000 to 40,000 p.m( based on skill, experience and capability)