Satchel is one of the fastest-growing ed-tech companies in the US. Our award-winning products are unrivalled in the marketplace. This is an amazing opportunity to join a business that is in the relatively early stages of growth in the US, yet has already built a dazzling reputation. There is fantastic scope for career development. Satchel Pulse is growing, dynamic, and has a rewarding work culture, especially if you demonstrate commitment, a fantastic work ethic, and a willingness to go above and beyond.

The Role

We are looking for an experienced Customer Success Associate to support Satchel Pulse customers throughout the US market. Primarily, your job will be to ensure we retain our customers by building strong personal relationships with leaders at districts and schools and ensuring users are engaged on our platform through product marketing and automated messaging.

Is This You?

We are looking for a highly organized and proactive person who is good at multitasking and equipped with excellent communication and relationship building skills. You will report directly to our Director of School Experience and will be given all the necessary training in order to be successful in the role. You'll be passionate about education and possess a can-do attitude, and will go above and beyond expectations where necessary to ensure customer satisfaction is gold standard.

Main Responsibilities

• Managing the lifecycle and renewal of a portfolio of assigned customer accounts
• Onboarding new customers and working collaboratively across teams to ensure a successful launch.
• Regular customer communication to existing customers.
• Building rapport with customers, understanding customer goals and helping them achieve them.
• Carrying out periodic reviews with customers and providing guidance for successful product use.
• Defining appropriate messaging and channels (email, in-app etc) for feature promotion and updates.
• Collaborate with the broader Satchel Pulse teams to develop impactful campaigns and enable activities that drive customer adoption of our products and revenue.
• Analyzing product usage and adapting automated success processes to boost user engagement.
• Partner with the product team to influence our roadmap, based on customer feedback and usage statistics.
• Respond to support queries regarding onboarding and user experience.
• Liaise with the Pulse technical team and the customer for support queries.
• Managing quotations and license agreements at license renewal
• Updating and maintaining the CRM systems and trackers

Key Skills

• High level of attention to detail
• Strong and clear written English
• Highly organized and reliable
• Ambitious self-starter with experience in a fast-paced work environment
• Prepared to work on own initiative as well as being part of a team
• Ability to make a high volume of calls and email communications
• Proficiency with Microsoft Windows and Office
• Excellent documentation skills

Requirements

• 1 years experience in customers success, account management or similar role (preferred)
• Post-secondary degree from an accredited college, university, or technical school (preferred)

Personal Qualities

• Diligent
• Empathetic
• Reliable
• High degree of initiative
• Good team player
• Ability to perform under pressure
• Highly motivated
• Willing to go above and beyond what is required
• Ability to think outside the box

Salary and Benefits

• $47,000.00 annually to start

• Quarterly commission based on renewals

• Medical insurance

• 10 paid holidays

• Vacation leave

• A great customer experience team to collaborate with