• Own customer journey and create brand protection strategies • Lead quarterly business reviews • Collaborate with internal operations team • Handle client escalations • Stay informed on industry trends

Role Description The Customer Success Representative (CSR) provides first point of contact to prospective and current students via phone and email. By establishing rapport with students and demonstrating knowledge of company products and state regulations, the CSR facilitates effective proactive student interactions. - Deliver an outstanding student experience by providing professional and courteous service in both written and verbal forms via phone and email. - Field inquiries from prospective students, provide accurate information, and apply effective sales techniques to secure sales. - Support existing students with account updates, technical support, course navigation, regulatory support, and other needs. - Resolve product or service questions through effective problem solving, including selecting and explaining the best solution or product, expediting correction or adjustment, and following up to ensure resolution. - Maintain a working knowledge of core products and utilize resources to obtain information of assigned products and industry information, state regulations, and promotions as needed. - Comply with all policies and procedures while acting in the best interests of the student. - Meet or exceed department metrics while adhering to quality standards and promoting first call resolution. Qualifications - Experience working in a flexible, fast-paced environment. - Strong verbal and written communication skills along with active listening. - Ability to quickly learn systems, processes, and procedures. - Adaptability to adjust quickly and easily to change as processes and products evolve. - Detail-oriented, team player, and strong interpersonal skills. - Ability to think critically and problem solve. - Ability to compute rate, ratio, and percentage. Requirements - Prior experience in a customer service and/or contact center atmosphere resolving inbound customer service or sales opportunities. - Excellent customer relations skills - written, verbal, and active listening. - Understand computer systems and troubleshooting issues with minimal assistance. - Efficiently navigate through multiple programs and use dual computer monitors. - Experience with CRM (Customer Relationship Management) (Salesforce.com a plus). - Microsoft 365-based web platform and tools a plus. Company Description

• Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer. • Establish key relationships within the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns. • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer. • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of customer’s business to achieve high levels of customer satisfaction, engagement, adoption of Sophos technology. • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross sell and upsell of services and products • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution. • Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals. • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience. • Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn. • Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution • Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience. • Must be willing to travel

• Creating a smooth transition from sales for new customers, and aligning with the customer’s executive sponsor during implementation; overseeing key milestones during implementation in partnership with Implementation Success Manager (ISM). • Post go-live, conducting cadence calls to monitor and assess program health, along with project-managing the adoption of new/existing features & functionality. • Regularly analyzing and communicating business value to customer executives and their teams, typically in the form of Business Reviews. • Partnering with sales to identify opportunities to increase customer value–resulting in upsell/cross-sell/expansion.