Job Description
Job Description
Position Overview:
The Client Success Specialist is responsible for interacting with existing customers while ensuring customers succeed in attaining desired outcomes with our software. They devote significant time to client success activities in the pursuit of the company’s client retention and growth goals by working to increase customer satisfaction and to keep customers happy through great service and support.
Key Responsibilities:
- Achieve an operating mastery of our product and how the features benefit universities.
- Support a Client Success Manager in product implementations and post-launch success by interacting directly with partners (this may include Provost, VP, Dean, Director level positions all the way through students).
- Manage partner Zoom Meetings and email follow ups to keep implementation on track.
- Conduct training sessions.
- Aid in consulting partners on Strategy, Product, and Continuous Improvement.
- Ensure our CRM and Google Drive reflect your updated, accurate partner data.
- Conduct presentations on product features, workflows, and concepts.
- Identify and organize partner needs/progress on a daily, weekly, and monthly basis.
- Monitor partner support requests and student support requests through our Suitable Support desk.
- Take part in managing our product’s knowledge center by continuously updating content.
- Start to build relationships and prepare your strategy for account ownership.
- Understand all resources offered by the Success Team and leverage them for partner success.
Required Qualifications:
- Education: Bachelor’s degree
- Experience:
- Minimum 1 year experience in Higher Education (working at a University, college or other equivalent)
- Minimum 1 year of client success or account executive experience preferred
- Professional industry experience, preference for software and/or Higher Education.
- Skills:
- Proficient in Microsoft Excel
- Knowledge of Canva
- Strong written/verbal communication skill
- Critical thinking skills
- Can make decisions under ambiguous circumstances
- Maintain professionalism under high-pressure customer encounters.
- Other Qualifications:
- Proven to be diligent about meeting plan/goals every day, month, and quarter.
- Excited to assist prospects and customers with every interaction.
- Comfortable challenging the status quo, advocating for what’s right, and presenting diverse opinions while still listening to others.
- Interested in staying up to date on trends in higher education.
- Known track record of being a team player who can contribute to more than the bare minimum - client success strategy, documentation, process, best practices, etc.
Benefits:
- Competitive salary
- PTO and sick days.
- Some travel: mostly virtual meetings with customers, but travel to Universities and/or conferences may be required at times.
- Full health insurance plus dental and vision.
- You will be provided a company laptop and other work-related accessories
About Suitable:
Suitable is a Philadelphia based, venture-backed tech company and proud to be in the portfolio of leading regional investors such as Martinson Ventures, Ben Franklin Technology Partners, Alpha Lab, and Social Ventures Circle. Suitable offers a web and mobile software application that helps universities get their students more involved in activities outside of the classroom (i.e. - on campus events, community service, student organizations, internships, study abroad, etc.) and then assisting them in analyzing that activity data to understand which activities lead students to better outcomes (i.e. - starting salaries, retention, graduation rates, satisfaction, to name a few).
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