Customer Success Associate for Swivl in Menlo Park, CA

Customer Success Associate

Swivl - Menlo Park, CA - Full time

Swivl - Menlo Park, CA - Full time

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Job Description

The Customer Success Associate is the champion for the customer within the Swivl Team, and acts as the hinge between the customer and other departments internally. The CSA works closely with the Customer Success Manager on the customer onboarding experience and user support as well as handling major requests from customers or the Swivl team. The CSA is flexible and enthusiastic about jumping in and solving a variety of problems. Your main initiative is to support customers and drive product adoption, ultimately helping them to find value in using Swivl’s video tools for instructional coaching, professional development, and other educational purposes. 

Customer Success Responsibilities: 

1) Become a product expert including use cases for Swivl in K-12 and Higher Education, technical workings of hardware and software, and basic troubleshooting. 

2) New customer onboarding: guide the customer through the use of Swivl hardware and software, and provide guidance on configuring software to meet their organization’s needs. 

3) Assist the customer with documentation, training and support as they onboard their team. 

4) Advise customer on best and most effective uses for Swivl. 

5) Develop on-demand training and support content, including: training webinars, help center articles and FAQs, presentations and print documents. 

Skills and Experience: 

1) 0-2 years experience in technology-related or customer support role. 

2) Organized with strong multitasking skills, and enjoys learning about customers’ pain points to help devise Swivl solutions that achieve their goals. 

3) Willingness and aptitude for learning new online software, content/project management systems and customer support platforms. 

4) Flexible and able to adapt quickly to changing priorities. Has a desire to and enjoys learning new tools and procedures. 

5) Self-motivated, capable of working autonomously and proactively. 

6) Comfortable working with a variety of teams and personalities. 

7) Experience working in K-12 environment, as a classroom teacher or school technology specialist is a plus. 

8) Empathetic and able to understand customer’s needs. 

9) Excellent phone and written communication skills

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Swivl

Swivl has two core products. Swivl and Recap (https://www.letsrecap.com/). Swivl products are anchored by the award winning Swivl Robot. It has a connected app and cloud service for using video in the classroom for content capture and observations. 

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