Job Brief:
The Customer Success Associate, will have the responsibility for providing exceptional partner support to our higher education partners. The CSA will perform general support during the entire life cycle of the partner including onboarding, training, problem resolution, and will be responsible for renewing customers. The CSA will also help construct and maintain training and FAQ documents to ensure partner success.

Responsibilities:

• Onboarding and training during solutions’ launch at partner institutions
• Assisting in the design, hosting, and facilitation of trainings and webinars for partner institutions
• Working with partners to identify their use cases and provide solutions/best practices
• Answering questions and troubleshooting customer technical problems
• Escalating issues to proper teams using tickets and other communication channels, when necessary
• Generating content for customer success newsletters
• Collecting and analyzing customer feedback to provide to the Product Team
• Developing and documenting knowledge into helpful content
• Tracking customer service KPIs and metrics 
• Develop superior customer service relationships with clients
• Proactively learning Steppingblocks’ solutions, competitive products, and market knowledge 
• Updating all interactions and tasks in the HubSpot CRM application 

Qualifications:

• 2-4 years of customer success experience or similar
• Higher Education (colleges/universities) industry experience preferred
• Meticulous attention to detail
• Experience and/or passion for data and data analytics
• Excellent verbal and written communication skills, including group presentations
• Experience with troubleshooting and managing customer requests
• Ability to work in a high-energy, fast-paced startup environment
• HubSpot CRM experience
• Proficient with standard corporate productivity tools (i.e. - Asana, Slack, Zoom, Loom, Canva, etc.)
• Self-starter with strong attention to time management and productivity standards