Senior Customer Success Engineer

Lexia Learning - Remote - Full time

We are Lexia Learning, a Cambium Learning® Group company.

Lexia Learning, a Cambium Learning® Group company, is the structured literacy expert. For over 35 years, the company has focused solely on literacy, and today, provides a full spectrum of solutions for both students and teachers. With robust offerings for differentiated instruction, personalized learning, assessment, and professional learning, Lexia helps more learners read, write, and speak with confidence.

Position Overview:

Lexia’s Customer Success team is seeking an experienced Senior Customer Success Engineer to provide the highest level of technical support and expertise to some of our largest and most strategic accounts. The Engineer is technically competent, business oriented and highly customer centric. Senior Customer Success Engineer serves as the trusted technical advisor, leads customers to solutions, and is responsible for leading the technical/data integration activities between our most strategic customers and Lexia’s senior support team. The ideal Customer Success Engineer has a blend of excellent communication skills and strong product/technical skills.

Job Responsibilities:

  • Own and drive the technical relationship with our customers.
  • Participates in pre-sales customer meetings with the school district’s highest technical team member, curriculum team and others to describe the technical requirements of data integration in a simple and understandable way while building a trusting working relationship.
  • Listens to customers to gain a deep understanding of their intended outcome, processes, system environments and data infrastructure.
  • Own scheduling and facilitating technical onboarding meetings for our most strategic accounts.
  • Coordinate communications with all required stakeholders on crucial support cases and high priority issues. Collaborate with the Senior support team to solve technical challenges related to assigned accounts.
  • Creates strategic relationships with key IT and technical stakeholders within our districts.
  • Represent the customer/project needs while interfacing with Product Management, Product Development, QA, and Support teams.
  • Handles complex data integration cases
  • Manages case escalations and customer experiences
  • Provides technical support to customers via phone, chat, email, video conferencing, and other channels
  • Provides roster services and data integrations support, Lexia and LETRS product support, networking, hardware/software, and other technical trouble-shooting

Responsibilities as part of the Customer Success team:

  • Thinks strategically about customer needs and partners with development team to fix defects, new feature requests, improvements for the user experience, etc.
  • Expert on all Lexia and LETRS products, and latest hardware, software, and networking technologies
  • Continually improves technical knowledge and service skills
  • Continually improves company knowledge of products and services
  • Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
  • Has direct impact in making our customers successful through increasing their product understanding

Job Qualifications:

  • Open to travel to customer sites as needed.
  • Minimum 5+ years experience in technical customer support in a client facing role
  • Demonstrated phone, email and chat skills successfully supporting customers, particularly with technical questions.
  • Experience with Excel, SQL, and basic database concepts
  • Strong knowledge of data integration methods; previous knowledge of Clever or Class Link integration
  • Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops.
  • Comfortable in a fast paced and changing environment
  • Ability to quickly learn new features and particulars of software applications
  • Excellent communication skills (written and verbal)
  • Demonstrated ability to work collaboratively
  • Ability to work with customers at all levels of technical expertise and provide support accordingly
  • Must be self-directed and pro-active
  • Familiarity with case tracking and customer relationship management software (preferably Salesforce)
  • Education or EdTech experience preferred
  • Ability to speak Spanish a plus

To learn more about our organization and the exciting work we do, visit https://www.lexialearning.com/

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Share this job
Get our email newsletterSign me up
Keep up to date with our email newsletterSign me up