[Hiring] Client Success Specialist @Stride, Inc.

Role Description

The Client Success Specialist supports ongoing account needs related to day-to-day K12 Tutoring program planning, implementation, and growth. This role ensures accounts have all their needs met as part of standard operating procedures, implementation, onboarding, launch, training, troubleshooting, skill building, adoption, and consultative services aligned to industry best practices and national standards. This role must be a strong collaborator willing to take a hands-on approach in solving varying account needs and bringing K12 Tutoring and other Stride team members into conversations when needed or appropriate. This role works closely with tutor management, business analysts, product manager, and other team members to maximize account satisfaction and support measured through CSAT and NPS indicators.

The ideal candidate must be passionate about building and implementing online and digital learning solutions with an educational strategist mentality who takes a proactive, consultative approach in developing trusted advisor status with program level leaders and staff who are responsible for day-to-day operations at the account level. Success will be measured by customer support and satisfaction levels aligned with implementation timelines.

• Function as portfolio’s key point of contact for account planning, implementation, and support.
• Offer superior customer experience proactively addressing ongoing training and support needs in collaboration with other K12 Tutoring team members.
• Coordinate resources to ensure customers experience seamless service delivery from:
  • marketing/enrollment,
  • operations,
  • tutor operations,
  • support,
  • billing,
  • training,
  • professional development, etc.
• Provide regular updates to partners on the progress of K12 Tutoring support, services, platform enhancements and updates, timelines, operations, and campaigns.
• Develop and maintain an understanding of customer needs, contract terms and conditions, and account requirements.
• Responsible for providing ongoing training and education about products and services for assigned customer portfolio.
• Monitor program outcomes providing consultative recommendations with Business Development and other K12 Tutoring team members as appropriate.
• Collaborate closely with cross functional teams including sales, enablement, tutor operations, and other K12 Tutoring team members to ensure customer satisfaction.
• Escalate technical issues and determine the best resources for remediation.

Qualifications

• Two (2) to Four (4) years of related experience OR Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
• Ability to interact with a diverse customer base.
• Knowledge of the K-12 education industry.
• Familiarity with education technology and online learning solutions.
• Strong interpersonal, communication and presentation skills.
• Team-oriented with an ability to work effectively across the organization to solve complex issues.
• Ability to work autonomously and to demonstrate strong time management and organization skills.
• Ability to manage competing priorities in a results-oriented atmosphere while demonstrating resilience.
• Ability to respond appropriately to feedback, mentoring and coaching.
• Ability to travel up to 15% of the time.
• Ability to pass required background check.

Benefits

• Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.
• Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.
• We anticipate the salary to be $45,516-$65,000.
• Eligible employees may receive a bonus.
• This salary is not guaranteed, as an individual’s compensation can vary based on several factors.
• Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.