• The ECS must deliver high impact demonstrations of Pearson courseware products. • Ensures successful customer onboarding, digital access setup, orientation of the user experience, and correct student usage of Pearson products. • Responsible for driving instructor success with the necessary skills, information, and on-going training and assistance. • Utilizes reports and data to analyze, grow market share, and prioritize and make decisions impacting accounts in their territory. • Thinks critically to adapt solutions to meet evolving customer strategy and specific territory requirements. • Collaborates with internal stake holders (Services, Marketing, and Account Management) to monitor sales growth and scale quality assurance.

Role Description Position: Customer Success Technical Specialist Location: Stevens Point, WI - Corporate Office *May include remote opportunities in the following states: FL, IL, IN, KS, MI, MN, TN, TX, UT, WI. No relocation assistance is provided. Starting Salary: $45,988.80 (salary commensurate with experience) Start Date: September 21, 2026 Do you want to make a difference in K-12 education? At Skyward we build software solutions for K-12 schools, so every day you are getting to help students, teachers, and school administrators succeed. You can't say that about every career! Skyward is currently seeking Customer Success Technical Specialists to join our team. This is not a typical customer service/call center role. In this role, you will work in a fast-paced environment one-on-one with customers while collaborating with your team to provide training and solutions for our customers. What you will do: - Serve as the front line in our mission to provide the best possible experience for our customers. - Develop personalized implementation plans for new customers and contribute to the ongoing success of current customers. - Demonstrate outstanding customer service skills and the willingness to do what is necessary to achieve customer satisfaction with Skyward solutions. - Consult with customers through voice, electronic means, and in-person to gather information and evaluate the software functionality. - Design and formulate appropriate solutions, direct system set-up, and recommend procedures. Qualifications - Must have a strong work ethic. - Ability to work both in team and solo environments. - Dependable with strong organizational skills. - Proficient in Microsoft Office. - A two or four-year degree or a combination of education and experience that provides equivalent knowledge, skill, and abilities will be considered. Requirements - Must be able to travel independently for business purposes. Travel requirements are 25% resulting in an average of 40 travel days per calendar year. Actual travel could be more/less to meet company objectives. - The individual will be required to travel and is an essential function of the job. The employee must be able to drive up to six hours while traveling to and from customer’s sites. Overnight stays may be required. Benefits - Paid time off - 8.5 paid holidays - 401(k) retirement plan with company match - Health, dental, and vision coverage - Company sponsored basic life/AD&D, short-term, and long-term disability - Employee Assistance Program - A robust wellness program

• Ser proactivo con tu cartera de clientes y brindar una atención consultiva, respetando los plazos establecidos; • Realizar el onboarding del cliente en la(s) herramienta(s) Atlas; • Orientar a los clientes hacia el éxito mediante el intercambio y la asistencia en la aplicación de las mejores prácticas de uso del portal; • Realizar capacitaciones de forma dinámica e incluso proponer reciclamientos de entrenamientos a los clientes; • Mantener registros precisos de las interacciones con los clientes y actualizar los sistemas de CRM con la información relevante; • Analizar datos para proponer mejoras en el proceso; • Identificar oportunidades para aumentar el compromiso en el uso por parte de los clientes; • Identificar oportunidades para aumentar los ingresos de la base (expansión); • Identificar posibles riesgos de churn y tomar medidas preventivas para mitigarlos; • Realizar reuniones trimestrales de éxito con los clientes de la cartera; • Colaborar con equipos internos, como ventas y desarrollo de productos, para garantizar una experiencia excepcional del cliente.

• Act as the strategic partner for a portfolio of French clients, ensuring product adoption, retention, and expansion. • Build strong, long-term relationships with decision-makers. • Conduct regular check-ins, QBRs, and performance reviews. • Drive retention and expansion within your portfolio. • Ensure strong product adoption and feature utilization. • Monitor usage metrics and engagement indicators. • Identify churn risks and proactively implement retention strategies. • Partner with Sales on renewals and upsell opportunities. • Advise clients on building and optimizing WhatsApp marketing campaigns. • Help structure messaging flows, segmentation, and automation. • Analyze campaign results and provide actionable insights. • Guide new customers through product implementation. • Lead onboarding sessions and product training. • Track KPIs related to adoption, retention, and campaign performance. • Manage escalations and coordinate with technical teams. • Use AI tools to support campaign creation and improve personalization strategies. • Maintain structured account notes and CRM updates. • Contribute to improving CSM processes and playbooks.