Strategic Account Support Specialist - remote

Illuminate Education - Remote - Full time

Position Overview

We at Illuminated Education are seeking a personable, focused professional to join our Customer Services team as a Strategic Account Support Specialist. In this role, you’ll work with our team of Strategic Account Managers that support large and highly strategic customers at Illuminate using all Illuminate products, including the eSchoolData (eSD) product line, help coordinate training sessions and webinars, support implementations, facilitate support needs (including documentation), as well as support generating and processing client orders/quotes and renewals. As a Strategic Account Support Specialist, you will effectively collaborate with the Illuminate Education team to leverage resources and ensure the customers success. This role is highly focused on improving our customer experience.

Key Responsibilities Include (but are not limited to):

  • Provide high-level administrative support to the Strategic Accounts Management team.
  • Assist with and support webinars, strategic partner meetings, newsletters, and regularly scheduled client communications to help improve the customer experience.
  • Ability to support the Strategic Account Management team with customers through a complex life cycle that includes planning, system setup, data migration and system admin training.
    • Support all implementations and coordinate setup work between cross-functional teams for purchased products across strategic customers.
    • Assist with the creation and maintenance of implementation plans, project plans, project roadmaps and all other required project documentation prior to project kick-off and throughout the project lifecycle.
  • Support the Strategic Accounts team with the generation of Client Orders and Renewal Quotes within Salesforce while ensuring subscription fees and enrollment counts are accurate per contract requirements.
  • Potential to assist with and conduct virtual and onsite (post-Covid) training for Illuminate products, including eSchoolData, to district staff to ensure they can be self-sufficient with the products.
  • Provide support with customer Minority- and Women- Owned Business Enterprise (MWBE) requirements including tracking subcontractor time spent on projects and reporting invoices back to the district, coordinating with the Legal team on requirements and forms, etc.
  • Partnering with the Strategic Account Managers to meet with customers, team members, and cross functional teams to deliver status updates, resolve project issues, and design solutions.
    • Coordinate and schedule weekly team meetings and the creation of the meeting agenda in advance.
    • Take meeting notes and distribute to the project team.
    • Assist with or prepare weekly status reports and presentation materials for the Strategic Account Management team as needed.
  • Assist in monitoring help desk to comply with SLA.

Minimum Experience & Qualifications

  • 3+ years experience with SIS programs.
  • Experience working within or supporting K12 education.
  • Strong presentation skills and ease in front of groups of people at all levels/functions.
  • Outstanding problem solving, attention to detail and organizational and time management skills.

Desired Experience & Qualifications

  • Bachelor’s degree or other equivalent combination.
  • 1+ years of experience with Salesforce, ideally with experience in generating Client Orders and Renewal Quotes.
  • Knowledge about current educational climate, research and specific state requirements.
  • Experience with Illuminate products, specifically eSchoolData.
  • Prior experience in a customer-facing role within the software industry.

#IlluminateEd

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Illuminate Education

Illuminate Education is a market-leading Software as a Service (SaaS) student assessment and reporting platform used by K-12 administrators and educators to measure, analyze, and subsequently improve classroom and school-wide learning.
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