• Own and scale the Customer Experience operating model across onboarding, adoption, retention, and expansion, including segmentation, capacity planning, and coverage design. • Operationalize health scoring, churn risk modeling, and lifecycle metrics to improve retention and NRR. • Drive rigorous renewal forecasting, pipeline integrity, and performance accountability with clear KPIs and inspection cadence. • Partner with Services leadership to establish delivery forecasting, utilization modeling, resource planning, and performance reporting as the organization scales. • Align roles, books of business, and resource allocation to ARR mix, complexity, and growth targets. • Lead strategy and administration of Gainsight and Salesforce, ensuring data integrity, integrations, automation, and scalable reporting to drive retention and expansion. • Deliver clear, data-driven narratives and performance insights to senior leadership. Lead preparation of executive reports, QBRs, and Board presentations that drive informed decision-making and business alignment. • Deliver proactive reporting, dashboarding, and analysis of performance, including pipeline health, territory effectiveness, capacity utilization, and coverage optimization. • Partner with Sales, Marketing, and Finance leadership to develop and operationalize strategies that enable the customer experience organization to scale effectively and achieve performance goals.

• Leads and acts as business program owner and subject matter expert in enterprise programs • Manages VOC focused initiatives and creates a WOW experience model at loan closings • Provides advisory services to executives and business segment leaders to meet complex project needs • Collaborates with stakeholders to ensure that solutions align with business needs

• Bilingual Customer Service Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Handle and carefully respond to all customer inquiries • Provide excellent customer service through active listening • Work with confidential customer information and treat it sensitively • Aim to resolve issues on the first call by being proactive • Appropriately communicate with customers • Calmly attempt to resolve and de-escalate any issues • Escalate interactions when necessary and appropriate • Track all call related information for auditing and reporting purposes • Provide feedback on call issues • Upsell if required

Role Description Are you passionate about helping others succeed? Are you a current or former teacher or school librarian looking for a new opportunity to apply your experience? Do you enjoy collaborating with customers? Do you have experience training teachers in new resources? If so, we have a talented team for you to join at NewsBank. Successful candidates are tenacious, detail-oriented, enjoy learning and thrive in a dynamic environment. Starting Salary: $24.04/hr. ($50,000/year annualized) Competitive salary offer based on background and experience. Essential Duties and Responsibilities - Proactively onboarding, training, and driving usage with new and existing school districts and individual schools - Partnering with our K12 Sales team - Sharing best practices with districts and schools to improve usage of their NewsBank resources - Maximizing product adoption with teachers and students - Developing customer advocates to capture testimonials - Sharing leads and best use customer stories with Sales to generate upgrades Qualifications - 2+ years working in or with K12 districts and/or schools - Exceptional communication skills (verbal, written, active listening) - Ability to convey a positive and professional image to customers - Ability to establish and maintain customer relationships - Excellent organizational skills - Good problem-solving skills, attention to detail - Team player who takes initiative; ability to work independently - Proficiency with CRM, standard software including online meeting software, Microsoft Office, and Excel - Bachelor’s degree Benefits - Competitive salary based on experience - Comprehensive benefits package including health, dental, life, supplemental life, and disability insurance - 401k with company match - Flexible Spending Plans (FSA) - Holidays, vacation, and personal paid time off Company Description NewsBank, inc. has been a premier information provider for more than 50 years. Our comprehensive resources meet the diverse research needs of public libraries, colleges and universities, schools, military and government libraries, and professionals around the world.