Customer Success Representative

National Fire Protection Association•Quincy, MA

8d•Remote

About The Position

The National Fire Protection Association’s mission is to help save lives and reduce loss with information, knowledge, and passion. Established in 1896, we are dedicated to the elimination of death, injury, and property and economic loss due to fire, electrical, and related hazards. The Association delivers information and knowledge through more than 300 consensus codes and standards, research, training, education, outreach and advocacy; and by partnering with others who share an interest in furthering the NFPA mission. To better meet the needs of those who rely on our information and knowledge to keep people and property safe, we are amidst a transformation to expand our influence and further our safety mission. We are becoming increasingly digital and global to grow, thrive, and save more lives from fire, electrical, and other hazards. To accomplish this, we need effective leaders at all levels of the Association who understand what we are striving for, why it is important, and how to execute our vision and who passionately want to see NFPA through this important stage. It is an exciting and empowering time to work at NFPA. NFPA is looking to hire a Customer Success Representative to the Customer Experience team! The Customer Success Representative delivers high-quality support for programs, products, and customer needs that require specialized coordination. This role ensures a smooth, accurate, and customer-focused experience by managing complex requests, supporting program administration, and providing responsive service across multiple channels. Key areas of focus included but not limited to: · Coordinating customer enrollment and support for scheduled training programs. · Supporting logistics and administration for contracted or customized training engagements. · Assisting customers through certification processes and program requirements. · Managing ongoing support for subscription-based or continuity products. · Providing service and administrative support for designated reseller or partner accounts. · Supporting managed or high-touch accounts that require enhanced service and coordination.

Requirements

Associate degree or equivalent professional experience.
Proficient using technology, web-based tools, and modern productivity software.
Thrives in a collaborative, team-based environment.
Effectively manages multiple priorities in a fast-paced setting.
Works confidently and effectively within a large, cross-functional team.
Communicates clearly with strong written, verbal, and follow-up skills.
Demonstrates strong interpersonal skills, including listening, empathy, and rapport-building.
Applies structured problem analysis and problem-solving techniques.
Maintains strong organizational habits and attention to workflow.
Operates as a self-starter who requires minimal day-to-day supervision.
Puts customer, stakeholder, or teammate needs at the center when shaping solutions and processes.
Prioritizes team success and shared outcomes over individual recognition.
Shows perseverance and resilience when navigating obstacles or complex situations.
Brings high energy and enthusiasm to daily work.
Demonstrates curiosity and a desire to deeply understand stakeholder needs.
Maintains strong attention to detail and accuracy.
Exercises sound judgment in decision-making.
Handles pressure and shifting demands with composure.

Responsibilities

Provide Tier 2/Tier 3 customer and administrative support for inquiries escalated from the Contact Center, using advanced system knowledge and problem-solving to resolve complex issues.
Build a strong working knowledge of NFPA’s full portfolio of products, training programs, and certification offerings to support customers across multiple channels.
Understand all prerequisites, eligibility requirements, and application processes to guide customers through training and certification participation.
Develop proficiency in the operational systems used to deliver products and services (e.g., HubSpot, NetSuite, learning and certification platforms, order management tools, and standard productivity software).
Apply product and system expertise to deliver high-quality support for offerings that require specialized handling, including training programs, certification workflows, subscription or continuity products, and designated partner or reseller accounts.
Contribute as an active member of a collaborative Customer Success team, sharing knowledge, coordinating handoffs, and ensuring consistent service across channels and customer segments.
Manage customer and stakeholder needs with minimal supervision, leveraging team support and ensuring continuity of service when colleagues are unavailable.
Capture all customer interactions, case details, and support activities in CRM and or ERP, (or the designated system of record) to maintain accurate and complete records.
Communicate with customers and stakeholders in a timely, professional, and service-oriented manner, documenting all outreach and follow-up in the appropriate system.
Coordinate with external vendors, partners, or service providers to schedule and complete tasks required for product or program delivery.
Follow established procedures for invoicing, credits, and financial transactions, ensuring accuracy and timely processing in the appropriate system.
Execute all tasks required to deliver a seamless customer experience for assigned products and services, ensuring accuracy, consistency, and adherence to departmental standards.
Collaborate with internal NFPA departments to resolve issues, support customer needs, and ensure smooth delivery of programs and services