Role Description InStride is currently seeking a highly motivated and driven Senior Client Success Specialist to join our team. This role will work hand in hand with our Senior Client Success Managers to support our major clients by focusing on the operational needs of our enrolled learners. This role will support the client success team to deliver on annual program targets while improving overall client satisfaction. - Drive an exceptional operational experience for clients by resolving learner challenges in a timely manner. - Work cross-functionally across InStride’s internal teams (e.g., Client Success, Learner Support, Product, Technology, Marketing) and external partners (Clients and Academic Partners). - Identify learner escalation trends and surface feedback to enhance InStride’s internal processes. - Provide learner escalation support for clinical programming and support other strategic client needs. - Grow into an independent client success manager role over time. Qualifications - 2+ years of experience in customer success and/or client services role, particularly in technology-enabled services. - Customer-first mentality with a focus on building and nurturing strong, lasting relationships. - Strong analytical and problem-solving skills. - Detail-oriented and able to manage multiple priorities with a high degree of autonomy. - Experience using generative AI tools to identify trends and improve documentation. - Excellent independent judgment and decision-making skills. - Outstanding interpersonal, verbal, and written communication skills. - Experience in ticketing systems like Zendesk and Jira is a plus. - Flexible and willing to travel as needed (up to 10%). Requirements - Exceptional ability to build trust and foster long-term partnerships. - Strong investigative skills to diagnose complex learner issues. - Demonstrated ability to improve operational efficiency and identify recurring trends. - Skilled at delivering clear, concise guidance to stakeholders. - Ability to collaborate with generative AI to enhance operational excellence. Benefits - Eligible to enroll in 2,800+ online certificate and degree programs through the Step Forward program, covering tuition upfront. - 401(k) plan with company match. - Flexible vacation policy. - Paid family leave. - Best-in-class health care benefits. - And more! Company Description InStride is a human capital management company that helps organizations retain talent, upskill employees, and fill critical workforce roles through education programs. By breaking down barriers to learning, fostering career growth aligned with organizational goals, and simplifying program management, InStride delivers lasting impact. - Partnering with forward-thinking companies like Labcorp, Adidas, and SSM Health. - Driving meaningful social and business outcomes by providing access to life-changing education.

• Gestión de CRM y workflows • Administrar y mantener actualizado el CRM (HubSpot) • Gestionar contactos, pipeline y oportunidades • Asegurar seguimiento constante a leads y clientes • Apoyar procesos de captura de leads y onboarding • Documentar y organizar procesos internos • Mantener sistemas estructurados de información de clientes y proyectos • Identificar oportunidades de mejora en workflows • Hacer seguimiento a tareas, tiempos y entregables • Apoyar la organización de proyectos de consultoría y otras iniciativas • Asegurar el cumplimiento de deadlines • Apoyar la comunicación con clientes (emails, follow-ups) • Coordinar reuniones y agendas • Mantener la documentación de interacciones actualizada • Apoyar procesos básicos de facturación • Asistir con tareas administrativas en herramientas como QuickBooks • Realizar ajustes básicos en presentaciones o materiales (Canva) • Apoyar el uso de herramientas de IA para mejorar procesos y documentación

• Act as the primary point of contact for new clients, guiding them through the onboarding journey with clear communication and a helpful attitude. • Assist clients in connecting their POS systems to our platform (training will be provided). • Navigate our internal interface to build and launch "form-based" ad campaigns on behalf of our clients based on their business goals. • Craft clear, professional, and empathetic emails, and hop on occasional calls to walk clients through the platform. • Identify, log, and help solve minor system bugs or user errors from time to time, escalating complex issues to the engineering team when necessary.

• Client Onboarding & Support: Act as the primary point of contact for new clients, guiding them through the onboarding journey with clear communication and a helpful attitude. • Technical Setup & Integration: Assist clients in connecting their POS systems to our platform (training will be provided). • Campaign Creation: Navigate our internal interface to build and launch "form-based" ad campaigns on behalf of our clients based on their business goals. • High-Touch Communication: Craft clear, professional, and empathetic emails, and hop on occasional calls to walk clients through the platform. • Basic Troubleshooting: Identify, log, and help solve minor system bugs or user errors from time to time, escalating complex issues to the engineering team when necessary.