Customer Success Specialist

Wilson Language Training is committed to achieving literacy for all and ensuring the professional development of its employees. They are seeking a Customer Success Specialist to be the primary point of contact for customers, ensuring a great experience and supporting account retention and expansion.ResponsibilitiesEngage customers and resolve customer requests and complaintsContinually surprise and delight customers with a proactive, customer-centric attitudeWork with other internal teams to ensure seamless transitions throughout the customer journeyMinimize churn and optimize user adoption to drive renewals and expansionCollect customer feedback and communicate to appropriate internal stakeholders as part of the ongoing improvement cycleEnsure high customer engagement and satisfaction as measured by retention, health score, expansion opportunities identified, and CNPSUnderstand and display WLT’s valuesOther duties as assignedSkillsPassion for servicePatient and active listenerKnowledge of best practices in customer service and retentionExceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidanceSelf-awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientationExcellent communication and interpersonal skillsExperience in the field of education, school/district leadership, educational publishing/technology, preferredSelf-driven and proactive natureHigh computer literacy and ability to quickly learn new software applicationsBachelor's Degree or related work experienceBenefitsMedical, dental, vision, and Life & Disability Insurance401k plan with partial employer matchPaid Time OffPaid holidaysTuition reimbursementO’Connor days, which refers to a company-wide office closure between Christmas and New Year’s Eve, as well as other perks.Company OverviewWilson Language Training provides evidence-based curricula and ongoing professional learning to literacy educators across the country. It was founded in 1988, and is headquartered in Oxford, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.wilsonlanguage.com/.



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