Customer Success Manager (Posted March 2021)

The National Center for College and Career Transitions (NC3T) is seeking a motivated, detail-oriented individual to work as a Customer Success Manager for its subscription-based online products. The firm is located in Columbia, Maryland, but the position can be managed successfully by someone anywhere in the US provided they bring a strong work ethic to the position.

The ideal candidate will have a history of engaging and supporting clients in the use of technology products and be highly organized, tech-savvy, and comfortable working with a virtual team. Experience with work-based learning in a high school or postsecondary environment would be a major advantage. This position is full-time but could be part-time (25-30 hours) within the regular workday for the right candidate.

The rate of pay will be determined based upon the candidate’s skills and experience level.

Responsibilities

Customer Support

  • Set up new customer accounts
  • Send account information to customers
  • Field phone calls and emails from customers with questions or problems
  • Assist customers with tasks like file uploads

Customer Training

  • Lead virtual training sessions a few times per month on use of the systems
  • Reach out to customers to encourage use of the systems – setting up additional users, planning training sessions with various user groups

Creation of Customer Support Materials

  • Support the creation of user guides and other print and multimedia materials (tip sheets, FAQs, training videos, etc.) to expand user support
  • Help to develop “Train the trainer” resources for customers’ internal use
  • Help to keep materials current as the system grows over time

Support System Design and Development

  • Participate in the design and development process as new features are planned and implemented
  • Work with the developers as needed to troubleshoot technical issues on behalf of customers

Qualifications

The ideal candidate has:

  • A postsecondary degree and/or at least three years relevant professional experience working within a business, education, or non-profit organization
  • Strong interpersonal and customer relations skills
  • Strong written and oral communication skills
  • An understanding of how software systems work
  • The ability to clearly explain things to others
  • An understanding of education in general (particularly high school and/or community college), and work-based learning and advisory board practices in particular
  • The ability and commitment to working in a “virtual” company environment, where most peer and customer contact is through email and phone

If you are serious about this position, submit a cover letter, resume, and requested salary range for consideration to [email protected]

Job Type: Full-time

Pay: $20.00 – $25.00 per hour

Benefits:

  • Paid time off
  • Healthcare reimbursement (QSEHRA)

Schedule:

  • Day shift
  • Monday to Friday

Experience:

  • customer service: 3 years (Preferred)

Education:

  • Associate (Preferred)