Sr. Client Success Specialist
About The Position
InStride is currently seeking a highly motivated and driven Senior Client Success Specialist to join our team. This role will work hand in hand with our Senior Client Success Managers to support our major clients by focusing on the operational needs of our enrolled learners. This role will support the client success team to deliver on annual program targets while improving overall client satisfaction. The primary task will be to drive an exceptional operational experience for clients by working to resolve learner challenges in a timely manner. This team member will work cross functionally across InStride’s internal teams (e.g., Client Success, Learner Support, Product, Technology, Marketing) and external partners (Clients and Academic Partners) to resolve questions and challenges raised by learners and client stakeholders. They will identify learner escalation trends, surface feedback to all parties, and represent the learner perspective internally to enhance InStride’s internal processes keeping client satisfaction top of mind. This role will also provide learner escalation support for clinical programming and may support other strategic client needs, all of which will help this team member grow into an independent client success manager role over time.
Requirements
- 2+ years or more of experience in customer success and/or client services role, particularly in technology-enable services
- Customer-first mentality, with a focus on building and nurturing strong, lasting relationships both internally and externally
- Strong analytical and problem-solving skills
- Detail-oriented and able to manage multiple priorities at once with a high degree of autonomy
- Experience using generative AI tools to identify trends, draft stakeholder communications, and improve documentation while reviewing outputs for accuracy, tone, relevance, and completeness
- Excellent independent judgment - ability to consider, compare and evaluate different courses of action, and make an informed decision in the best interests of the learner, our partners and the company
- Outstanding interpersonal, verbal, and written communication skills, consistently maintaining a professional demeanor.
- Flexible and willing to travel as needed (up to 10%)
Nice To Haves
- Experience in ticketing systems like Zendesk and Jira is a plus
Responsibilities
- Develop deep expertise in the end-to-end learner experience, solve learner challenges quickly, proactively identify barriers and root causes of learner challenges, and surface opportunities to improve outcomes and program effectiveness.
- Collaborate cross-functionally to meet our business objectives and effectively coordinate with internal teams including client success, product, learner engagement, academic partnerships and learner support.
- Analyze learner, client, and partner feedback to identify trends, uncover opportunities for product enhancements.
- Act as a trusted thought partner and InStride resource for client stakeholders by functioning as primary client liaison on learner-related and other support issues.
- Provide InStride teams with ongoing client updates and information through Salesforce updates, client notes, internal communication channels and other sources of documentation.
- Build presentation materials for various internal and external meetings.
Benefits
- 2,800+ online certificate and degree programs through our Step Forward program (tuition covered upfront)
- 401(k) plan with company match
- Flexible vacation policy
- Paid family leave
- Best-in-class health care benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
