International Partner Success Specialist (Remote)
About the position The Partner Specialist role at Teaching Strategies focuses on enhancing customer experiences by managing the onboarding and implementation processes for new and renewing partners. This position is integral to ensuring that customers realize the value of Teaching Strategies' solutions and encourages their adoption within organizations. The ideal candidate will balance creativity with execution, providing exceptional customer service and communication as the primary contact for clients.
Responsibilities
- Provide 'White Glove' customer service to ensure an excellent onboarding experience.
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- Manage implementation and onboarding of all new and renewing partners.
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- Understand and anticipate customer's needs.
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- Accommodate global time zones by demonstrating flexible working hours.
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- Employ clear communication strategies, especially with non-native English speakers.
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- Address customer requests with a problem-solving mindset.
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- Act as a proactive 'doer' to resolve customer issues promptly.
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- Foster a positive team dynamic and contribute to a collaborative environment.
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- Identify decision makers, stakeholders, and users for the customer.
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- Deliver engaging, comprehensive trainings to customers.
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- Project manage new client implementations via email, phone, and web-based tools.
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- Track implementation tasks against a schedule and coordinate with internal staff.
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- Take a proactive data-driven approach to customer adoption and usage metrics.
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- Identify churn risks and develop proactive plans to increase customer retention.
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- Conduct onboarding webinars for multiple customers with expert presentation skills.
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- Work closely with the sales team to manage accounts post-sale through renewal.
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- Provide ongoing feedback to improve client onboarding and implementation success.
Requirements
- 2-4 years of experience in Customer Support, Customer Success, Onboarding/Implementation, or Account Management.
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- Bachelor's Degree in business, education, or related areas required.
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- Experience with Teaching Strategies products and services highly preferred.
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- Ability to work flexible hours, often late night and/or early morning for customer calls.
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- Experience with Salesforce or another CRM solution is highly desired.
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- Proven track record of delivering excellent customer experiences.
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- Strong analytical, problem-solving, and troubleshooting skills.
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- Excellent written and verbal communication skills.
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- Effective organizational and time management skills.
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- Effective presentation skills.
Nice-to-haves
- Experience with innovative and proactive mindsets in customer service.
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- Ability to communicate comfortably at multiple levels with customers.
Benefits
- Competitive compensation package
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- Employee Equity Appreciation Program
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- Health and wellness insurance benefits
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- 401k with employer match
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- Flexible work environment
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- Unlimited paid time off (including paid holidays and Winter Break)
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- Paid parental leave
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- Tuition assistance and professional development opportunities
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- Best in class technology equipment for every employee
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- Penthouse suite in downtown DC near Washington National's Stadium and Audi Field
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