Customer Success Specialist

Job title:

Customer Success Specialist

Company

myBlueprint

Job description

Join us on our mission to engage every student in their journey from education to career.About myBlueprintmyBlueprint is a leading developer of K-12 EdTech tools used by over 1 million students across Canada. We create best-in-class digital portfolios and career/life planning tools to support student success and documentation of learning. You can learn more about our organization at .We’re creating an active and engaging learning environment for all students, and are excited about what’s next. Come grow your career with us!About the OpportunityReporting to our Manager, Partner Success & Strategy, you will play an integral part in the customer journey for SpacesEDU by fostering existing relationships, driving adoption, communicating best practices, and overseeing the renewal process. You will be the trusted advisor for our customers while working with school/district leads and drive retention through proactive problem-solving, upselling, and expansions.If you are a goal-driven and dynamic individual interested in providing solutions to improve student success and learning experiences, and you have a strong background in education, then this role could be a perfect fit for you!What you will do: Retention and Expansion

• Drive customer retention by anticipating needs, offering insights, and implementing effective strategies
• Collaborate closely with the Customer Success team to design and execute initiatives that elevate the customer journey at every touchpoint
• Identify growth opportunities within existing accounts to expand product adoption and drive revenue

Industry Expertise and Customer Insights

• Develop deep expertise in the education technology industry and understand the specific challenges faced by educators, schools, and districts
• Share valuable customer insights, ideas, and challenges across departments to inform product development and company strategy
• Proactively assess customer needs and platform adoption to foresee risks and opportunities for enhancement

Account Management and Customer Engagement

• Own and manage the partner lifecycle for small and medium-sized accounts, ensuring timely support on inquiries, reports, and requests
• Onboard new customers including kick-off, goal setting, roll-out, and cross-functional use cases where SpacesEDU can help meet needs
• Lead customer workshops and meetings involving product updates, new features, training needs, implementation strategies, and more
• Establish clear, measurable goals and KPIs for each customer account to track success and drive continuous improvement
• Monitor implementation progress, adoption rates, and partner interactions to optimize customer outcomes and satisfaction

What an ideal candidate will have:

• Bachelor of Education post-secondary degree or equivalent
• 2+ years of K-12 classroom experience
• Strong communication skills with the ability to engage and influence external stakeholders at various organizational levels
• Proficiency in crafting and delivering presentations tailored for senior-level audiences
• Ability to thrive in a fast-paced, small team environment, collaborating closely with cross-functional teams to achieve shared objectives
• Proactive and solutions-oriented approach to problem-solving, with the capability to develop strategic initiatives, translate them into actionable plans, and track their success effectively
• Strong operational skills that will drive organizational efficiencies and customer satisfaction
• Ability to articulate technical solutions, set objectives, identify opportunities, and provide reporting and dashboards to identify trends and enhance the customer experience

Bonus points for:

• Bilingual proficiency in French
• Experience in Customer Success or Account Management at a SaaS company

Our TeamOur team is full of talented and purpose-driven people who are dedicated to making an impact in the education technology industry. We are incredibly proud of the work we do and we care about the students and educator partners that we work with.The core values we live by are: we take ownership, we make each other better, we invest in constant improvement, we embrace the adventure, we prioritize communication, and we want to be here!Benefits & Perks

• Competitive compensation
• Comprehensive health and dental coverage plus a health/wellness spending account
• Flexible vacation days plus paid time off between Christmas to New Year, with additional vacation days earned annually
• Quarterly Wellness days throughout the year to rest, relax, and take care of your mental health and well-being
• Personal learning and development fund of up to $1,000 per year
• Growth opportunities
• Flexible working arrangements
• Monthly in-office days to connect and collaborate
• Employee-led committees and team events

Hybrid Work EnvironmentWe will work with each employee to ensure they receive the required equipment needed to work comfortably and productively from home – they will just need a stable internet connection.Please note that while our team works remotely majority of the time, local employees are expected to work in our office (located in Downtown Toronto) at least once a month for our recurring in-office days. These days are meant for improving social connections in-person, where everyone will have dedicated time to connect and collaborate with colleagues.For those who may prefer to work in the office more frequently, they will also have the flexibility to come in as much as they would like.Our Hiring ProcessEvery new hire will have a huge impact on our organization, so we take both the hiring process and the candidate experience seriously – we know that an interview goes both ways! We will keep an open line of communication throughout the process and ensure there is time at the end of all interviews for candidates to ask any questions.Our hiring process will generally follow this format: * An introductory phone interview with our People team to discuss the opportunity in more detail; we’ll learn more about you and you’ll learn more about us!

• A short take-home assignment for you to complete on your own time; this will give you a better understanding of the work we do as it will be reflective of the role you’re applying for.
• A virtual interview with the Hiring Manager to go over your background, the position, and the organization in more detail; we’ll dive deeper into the job-specific and technical components of the role, as well as behavioural aspects.
• A final interview for you to meet additional team members; you’ll get to meet with cross-functional stakeholders and gain a holistic view of what life at myBlueprint will look like.
• We extend an offer and you join our team! Offers will be contingent upon successful reference checks and background checks.

At myBlueprint, we are committed to building and fostering a workplace where our employees feel included, valued, and heard. We aim to have a barrier-free recruitment and selection process and will work with applicants requesting accommodation at any stage. We embrace the diverse perspectives and experiences from all backgrounds and encourage interested candidates to apply, regardless of race, gender, age, sexual orientation, marital status, citizenship, disability, national origin, or any other protected status. If your experience does not 100% match the job description, or if you are unsure about whether or not you qualify, we still encourage you to apply – there are many pathways to a successful career, and we would like to hear about yours!Powered by JazzHR

Expected salary

Location

Toronto, ON

Job date

Fri, 05 Jul 2024 05:16:10 GMT

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