Digital Solutions Specialist 2

Highlights for Children • US,

8d

About The Position

The Digital Solutions Specialist is an empathetic, knowledgeable, and customer-driven champion of our ZB Portal platform as a premium solution for teachers, students, parents and administrators. This role’s primary responsibility involves implementation and onboarding services for customers using Zaner-Bloser digital products.

The Digital Solutions Specialist will also work to foster internal and external excitement for ZB Portal features and benefits. They will collaborate with cross-functional teams to drive portal adoption, enhance the user experience, and ensure customer satisfaction.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field. Equivalent experience also acceptable.
• 3+ years of experience in web portal administration, customer support, or customer success.
• Strong interpersonal and communication skills, with a passion for customer advocacy and internal collaboration.
• Experience with requirements gathering and basic QA processes.
• Proven ability to drive engagement and adoption of digital platforms.
• Basic technical troubleshooting skills, including the ability to research issues independently and work across systems.

Nice To Haves

• Experience with school information systems and learning management systems.
• Skills in creating engaging training materials and presentations.
• Familiarity with customer relationship management (CRM) systems.
• Basic SQL skills, including the ability to query databases to research customer, product, or access-related issues.
• Familiarity with SFTP concepts, including checking user access, file availability, and basic connectivity or permissions issues.

Responsibilities

• Perform end-to-end digital implementation services for new and expanding customers, including setup, configuration, testing of integrations (OneRoster, LTI, Clever, ClassLink, etc.), and user training.
• Serve as the technical point of contact throughout implementation. Validate data integrity, verify roster syncs, confirm user access, and diagnose integration or file transfer issues (SFTP, API connectivity, permissions), with a focus on accurate, reliable data and minimal disruption to the customer.
• Conduct implementation discovery and partner with customers and their IT teams to surface integration requirements, data structure considerations, and access needs before go-live, reducing friction and setting clear expectations.
• As the voice of the customer on the digital team, collect and analyze customer feedback to advocate for continuous portal improvements, and assist in the prioritization and scoping of digital features through a customer lens.
• As a portal subject matter expert for customer-facing teams, identify portal features, workarounds, or enhancements that resolve inquiries and secure sales with empathy, efficiency, and satisfaction. Assist with the coordination needed to resolve digital escalations in a timely manner.
• Develop training materials, conduct workshops, and create tutorials to empower customers to maximize portal usage.
• Conduct internal training sessions to familiarize staff with portal features and updates, ensuring alignment across departments.
• Provide UAT for portal releases and assist the development team with troubleshooting issues, including basic data validation, access review, and support for integration-related investigations.

What This Job Offers

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