Customer Success Advocate
3 days ago
Unlocking Human Potential
We believe everyone deserves the opportunity to learn and grow.
Our mission is to empower individuals with the tools and resources they need to succeed.
As a key player in this journey, you will play a crucial role in helping our customers achieve their goals.
Key Responsibilities include:
- Consulting teachers on the implementation of digital learning solutions, conducting face-to-face and virtual training, and creating customized plans for schools, teachers, and department heads.
- Tracking engagement and usage to identify problems and gaps in training.
- Troubleshooting technical issues, creating tickets for escalation, and tracking progress.
- Achieving retention goals by identifying core schools and participating in effective strategies to reduce churn and ensure a better experience.
- Proactively checking in with key contacts, teachers, and department heads to health-check and assess their start with digital solutions. Promoting new features and functionality specific to course challenges to enable deeper investment.
- Keeping accurate records and reporting for each school and subject area to identify red flags and areas of concern.
- On-boarding schools by working with sales teams to acquire documentation prior to implementation, setting up schools, gathering user data, creating and fulfilling accounts, and providing access and training.
- Providing digital product support through building and managing strong relationships with schools, key contacts, teachers, and department heads through high-quality service, support, and training.
- Staying up-to-date with Jacaranda digital solutions and market trends, as well as functionality and implementation, including different platforms.
- Recording customer queries in Salesforce for analysis of digital product delivery issues and development priorities, and sharing information and feedback with relevant teams.
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