Customer Success & Implementation Specialist

Key Skills

• Data & Analytical Skills: Strong ability to understand and analyze assessment data, providing valuable insights to administrators and teachers.
• Proactive Communication: Excellent communication skills with a proactive approach to managing multiple clients and resolving issues.
• US K12 Education (preferred): Knowledge of the US K12 education system, including the types of academic and non-academic data used for assessments and reporting.

What You'll Do

• Drive Adoption & Retention: Support administrators and teachers in engaging with and effectively using Pear Assessment Data Studio, aiming to drive adoption, activation, and retention.
• Technical Support: Manage escalations and provide empathetic support for technical issues, ensuring high customer satisfaction.
• Training & Best Practices: Deliver online training sessions, create how-to videos, and help section articles to increase teacher adoption and activation. Share best practices within the educator community.
• Process Improvement: Continuously identify areas for process improvement and lead initiatives to enhance team efficiency and customer experience.
• Collaboration & Feedback: Collaborate with Product, Project Management, and Engineering teams to ensure effective escalation and resolution of issues. Share customer feedback to align product development with user needs.
• Customer Advocacy: Identify and nurture customer advocates, building a strong customer community and ensuring their voices are heard within the organization.

Who You Are

• Startup Mindset: Flexible, collaborative, and always eager to learn and try new ideas. Comfortable in a dynamic, fast-paced environment.
• Excellent Communicator: Strong relationship-building and problem-solving skills demonstrated in previous customer-facing roles.
• Shift Flexibility: Willingness to work in shifts to cater to our US clients.
• Process-Oriented: Ability to build and scale support processes while maintaining a high level of customer satisfaction.
• Technical Aptitude: Familiarity with web-based products and tools like Google Docs and Spreadsheets with Data retrieval and analysis skills (e.g., spreadsheets, SQL).
• Educator Background: Experience as an educator, trainer, or business analyst is beneficial.