Job Description

Customer Success Specialist

Customer Experience

Location:

Here at Wilson Language Training, we are committed to working together for our mission to achieve literacy for all. We believe literacy is a fundamental right and should be attainable for all people. We strive to reflect this belief in our work.

The success of our team members is no less paramount. We’re dedicated to ensuring that every Wilson employee experiences truly satisfying professional development while feeling inspired to bring their authentic selves to work.

Our company is growing and looking to hire a Customer Success Specialist (CSS) to join our team. In this entry-level position, the CSS will serve as the primary point of contact supporting customers and is responsible for ensuring customers have a great experience with the goal of retaining existing business and supporting expansion within their account portfolio.

The ideal candidate has a positive attitude, a passion for solving customer needs, and practical communication skills via phone and email. This position will be responsible for post-sales support, building and maintaining customer relationships, handling customer inquiries, and overall customer satisfaction. As the voice of the customer, you will also work closely with the Onboarding Team, Sales Team, and Professional Services Team, promoting a customer-centric culture within Wilson Language Training.

Essential Job Functions:

• Engage customers and resolve customer requests and complaints
• Continually surprise and delight customers with a proactive, customer-centric attitude
• Work with other internal teams to ensure seamless transitions throughout the customer journey
• Minimize churn and optimize user adoption to drive renewals and expansion
• Collect customer feedback and communicate to appropriate internal stakeholders as part of the ongoing improvement cycle
• Ensure high customer engagement and satisfaction as measured by retention, health score, expansion opportunities identified, and CNPS
• Understand and display WLT’s values
• Other duties as assigned

Skills and Experience

• Passion for service
• Patient and active listener
• Knowledge of best practices in customer service and retention
• Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance.
• Self-awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientation.
• Excellent communication and interpersonal skills
• Experience in the field of education, school/district leadership, educational publishing/technology, preferred
• Self-driven and proactive nature
• High computer literacy and ability to quickly learn new software applications

Education or Certification

• Bachelor's Degree or related work experience

Wilson has identified the anticipated pay range for this role based on the many factors that we consider in defining compensation levels for our roles, including market data, and internal equity considerations. Actual pay, and allocation between base and any target discretionary bonus, will vary based on geographic location, education, work experience, skills, market data, and internal equity considerations. Wilson offers competitive benefits, including:

• Medical, dental, vision, and Life & Disability Insurance
• 401k plan with partial employer match
• Paid Time Off
• Paid holidays
• Tuition reimbursement
• “O’Connor days,” which refers to a company-wide office closure between Christmas and New Year’s Eve, as well as other perks.

Anticipated Salary Range: $60,000 - $65,000

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