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Age of Learning is an award-winning educational technology company that develops and delivers tools that engage young learners. Its flagship product, ABCmouse.c
Associate Customer Success Manager
Location
New York
Posted
150 days ago
Salary
$70K - $80K / year
Seniority
Mid Level
Job Description
Associate Customer Success Manager
Age of Learning
• Act as the first line of communication for customer inquiries, providing timely, accurate, and friendly support. • Build strong working relationships with educators, administrators, and program leaders. • Conduct routine customer outreach to support adoption, usage, and engagement. • Assist with onboarding processes by preparing materials, coordinating setup, and supporting training sessions led by CSMs. • Lead introductory or 'refresher' product trainings as proficiency increases. • Document onboarding milestones and ensure customers are progressing toward successful implementation. • Log, track, and resolve customer issues while ensuring a smooth handoff to technical teams when needed. • Identify recurring issues and surface insights to improve internal processes and customer experience. • Monitor customer usage data to identify trends and potential risks. • Contribute to customer health reporting and flag at-risk accounts to the Customer Success Manager team. • Maintain accurate and up-to-date CRM documentation (Salesforce, HubSpot, etc.). • Partner closely with CSMs to support account planning, customer communications, and success strategies. • Work with Product, Support, and Implementation teams to advocate for customer needs. • Participate in team meetings, process improvement initiatives, and training sessions.
Job Requirements
- Excellent active listening and communication skills
- Experience implementing (vendor or customer) cloud-based, platform products.
- 1-2 years experience preferred in K-12 school district instructional roles
- Strong demonstrated service-delivery experience with educational SaaS solutions
- Excellent written and verbal communication and interpersonal skills.
- Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.
- Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users
- Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously.
- Detail-oriented, with strong organizational skills.
- Ability and willingness to travel 30-40% average and up to 50% during peak, back-to-school period (August - October).
Benefits
- 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
- A 401(k) program with employer match
- 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
- Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions
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