Client Success Advocate (Customer Support)

DreamBox Learning - Raleigh, North Carolina - Full time

About Us:

At DreamBox, we believe all children can excel at learning, no matter where they start, where they live, or who they are. Along with district administrators, teachers, principals, and parents, we are dedicated to helping children realize their potential. Yet every child must be challenged, encouraged, and engaged in an individual way.That’s why we developed our revolutionary Intelligent Adaptive Learning™ technology, and combined it with a rigorous curriculum and an engaging game-like environment, to change the learning paradigm. If you are interested in learning more, take a look at this recent efficacy article published by Business Wire.

About the Role: 

Our Client Success Advocates are the day-to-day face of DreamBox. Every interaction is an opportunity to delight our customers. We rely on thoughtfulness and teamwork to solve problems and exceed customer expectations.

Client Success Advocates work in teams to guide new customers through the onboarding process, respond quickly and professionally to phone and email support tickets, and identify and troubleshoot ongoing technical issues. We are looking for experienced candidates with an entrepreneurial spirit who are smart and not afraid to roll up their sleeves to help wherever needed.

What You'll be Doing:

  • Manage multiple initiatives in a fast-paced work environment, prioritizing and escalating issues as needed
  • Provide excellent customer service to internal and external customers via phone, email ticketing, or scheduled meeting
  • Process payments and/or refunds
  • Scrub, process, and adjust customer roster data as needed via .csv spreadsheet or additional internal tools
  • Communicate client needs and product feedback to internal teams
  • Troubleshoot external customer software or network-based technical problems via phone or our ticketing system, pulling in additional teams as necessary
  • Collaborate with internal stakeholders to plan and enhance customer implementations. Ensure on-time delivery of high-quality data processing, clean-up, and customer communication
  • Produce product and/or internal tool documentation for both internal and external customers
  • Collaborate, work hard, think on your feet, and make a difference for kids

About You:

  • Excellent written and verbal communication skills
  • 2+ years’ experience supporting end-users in high-tech products or services (support, account management, etc.)
  • Experienced user of office productivity tools in the MS-Office suite (Outlook, Excel, Word, etc.). Excel certifications strongly preferred
  • Previous experience using CRM applications such as Salesforce.com to document and research customer information
  • Strong technical aptitude and ability to troubleshoot potential technical problems and inquiries via phone and email
  • Experience working with K-8 schools, school districts or similar educational experience is strongly preferred
  • Spanish language fluency, both written and verbal, is strongly preferred

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Role

Customer Implementation / Customer Success

Experience Level

Entry Level

DreamBox Learning

At DreamBox, we believe all children can excel at learning, no matter where they start, where they live, or who they are.

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