Customer Success Specialist

Capstone - Edina, Minnesota or Remote - Full time

Customer Success Specialist

The Role

At Capstone, the Customer Success Specialist (CSS) continuously strives for a great customer experience and educational success. In this role you will support educators, and make sure they can conveniently and successfully use our products and tools as they help K-5 children learn to read, think, and do.

The CSS is a pivotal position and will be the single point of contact for the school while the product is being implemented and educators learn to use it. As you manage this process and its important relationships, you will need to be proactive, demonstrate a high attention to detail, a deep commitment to a great customer experience, and to continuous process improvement.

Why Capstone

Do you want to join an innovative company whose mission is to improve the educational experiences of children and the educators who serve them? Capstone is a fast-paced growth company committed to cultivating a love of reading and learning.

At Capstone, we believe reading is for everyone. For more than 30 years, Capstone has been a national leader in K-5 educational content including digital products (PebbleGo, PebbleGo Next, Capstone Interactive, Capstone Connect) and award-winning books. We combine a passion for helping foster a powerful love of reading and learning with the talent to create amazing content.

We are a mission-driven company that provides opportunities for professional learning and development and a culture of inclusion and belong.

YOUR RESPONSIBILITIES

Customer Support and Implementation

  • Guide customers through product training and provide technical assistance during implementation. You will create and execute implementation plans by defining the timeline, the teams, and the resources needed for success.
  • Work closely with the sales team to ensure a quality hand-off and seamless customer experience. This will include troubleshooting complex issues and escalating account issues when necessary.
  • Understand different teaching modalities and be able to discuss with customers how different learning delivery methods tie to different learning needs (Classroom, one-on-one, online courses, webinars, e-learning, etc.). Hands-on experience with Learning Management Systems, Library Automation Systems, or other EdTech tools is required.

Customer Relationship Management

  • Manage customer relationships with administrators and educators at school districts and individual schools to make sure customers achieving their desired outcomes, are educated on best practices, renew, and expand their contracts.
  • Help to expand our product usage by proactively collaborating with our sales team to expand account revenue and retention; create and implement campaigns meant to encourage upselling through strong relationships (e.g., sharing product best practices, presentations, upcoming events, etc.)

Collaborate and Communicate

  • Work cross functionally with sales and service leads to set up processes and support materials to make sure handoffs are seamless and efficient.
  • Serve as a voice for the customer within Capstone. Represent the customer’s perspective in internal meetings and advocate internally on the customer’s behalf.

Education, Experience and Skills

  • Bachelor’s degree from a four-year college or university.

Four years sales experience (e.g., sale rep, account executive), marketing or other customer-facing roles such as customer service, customer experience, or training strongly preferred. K-12 education sector or EdTech industry experience preferred.

  • Strong interpersonal and presentation skills including via teleconference (Zoom and similar) and by phone; experience with technical training preferred.
  • Excellent problem-solving ability skills and project management skills, including planning, organizing, prioritization, and attention to detail.
  • Ability to work independently as a self-starter and collaboratively as part of a team.
  • PC proficiency, including the Internet, Outlook, Word, PowerPoint, and Excel is preferred. Experience working in a SaaS environment and with Salesforce is a plus.

Travel Requirements

Work will be via teleconference (Zoom and similar) initially, but 10-20% travel may be required in the future.

Diversity & Inclusion

Capstone embraces diversity, inclusion, equal opportunity, and belonging for all employees and applicants. We are an Affirmative Action and Equal Opportunity Employer. As such, we welcome applicants of diverse races, ethnicities, geographic origins, gender identities, ages, socioeconomic backgrounds, sexual orientations, religions, work experience, physical and intellectual abilities, and financial means. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to hrservices@coughlancompanies.com.

Pre-Employment Drug Screen and Background Check Required

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Capstone

At Capstone, we believe reading is for everyone. For more than 30 years, Capstone has been a national leader in K-5 educational content including digital products (PebbleGo, PebbleGo Next, Capstone Interactive, Capstone Connect) and award-winning books.
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