Customer Success Specialist

Aspen Publishing • Burlington, MA

19d • Hybrid

About The Position

Supports the Customer Success Manager in carrying out a standardized customer success lifecycle for Aspen Publishing digital learning products and courses. Responsibilities include assisting new customers, implementing additional products for existing customers, and managing post-implementation engagement to promote adoption and value realization. This role involves direct interaction with customers, as well as collaboration with both internal and external stakeholders to enhance customer retention and satisfaction, and to increase revenue.

Requirements

• Bachelor's degree plus 1-2 years related experience, preferably in Customer Success or Account Management
• Highly organized and detail-oriented with strong analytical and project management skills
• Skilled communicator able to build rapport with individuals at all organizational levels, including internal teams, external customers, sales partners, and third-party vendors
• Tech-savvy with proficiency in CRMs, back-end systems, presentation software, virtual meeting platforms, and spreadsheets
• Willing to travel domestically occasionally
• Proficient with Microsoft Office suite (Teams, PowerPoint, Outlook, Excel, Word)
• Able to work quickly and accurately in a fast-paced, changing environment
• Demonstrated ability to work both independently and collaboratively as part of a team

Nice To Haves

• Experience working on the implementation of large and complex enterprise SaaS products preferred
• Experience in educational technology, higher education, high stakes testing, or online learning industries preferred
• Experience with learning management systems preferred
• Proven ability to analyze issues, provide solutions, and troubleshoot complex problems
• Comfortable liaising between internal and external groups to drive alignment

Responsibilities

• Support and assist in the creation of strategies, tactics, and materials to increase customer adoption of and engagement with digital products and courses
• Build and maintain strong relationships with customers, users, and key stakeholders—gaining their trust and providing a positive experience in using Aspen products
• Execute and support onboarding programs for new and existing customers of digital learning products and courses
• Support the implementation process for institutional purchases of digital products and courses
• Drive high adoption and customer success by helping to create, maintain, and deliver live training programs and materials as well as technical support and guidance
• Assist with collection of customer feedback, usage patterns, and engagement metrics to identify trends and solve problems. Maintain accurate and timely collection of customer activities, including onboarding stages, expansion opportunities, and customer health
• Partner with Sales, Digital, Marketing, Editorial, and Customer Service teams to improve the customer experience, inform the product roadmap based on customer feedback, close renewals, and upsell additional products to existing customers
• Proactively pursue professional development activities and manage time and company resources appropriately

Benefits

• choice of health and dental plans
• generous paid time off and holidays
• 401k with employer match
• an array of voluntary programs to cover all of life’s eventualities from accidents; to critical illness; to pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level