Job description

Customer Success and Implementation Specialist

(Remote, United States)

WHO WE ARE

ETR (Education, Training and Research) is a national non-profit passionate about our mission to improve health and increase opportunities for youth, families and communities. We seek to promote equity and justice through understanding and addressing the ways health and education outcomes are influenced by the complex interactions between people and their environment. As a learning organization with a focus on mission-driven impact, we value diversity and inclusion of different perspectives and ideas, collaboration and continuous learning, both within the organization and in our partnerships. We are looking for people who share our passion for health equity, social justice and learning.

THE IMPACT WE ARE LOOKING TO MAKE

We envision a world where all people have the information, skills and opportunities to lead healthy lives. With the purpose of reducing disparities and increasing equity in health and education, we uplift and support our partners to do work across the country and around the globe in advancing health equity for youth, families and communities.  

We achieve our vision and mission by linking innovation and research to practice. We drive the science through program development, applied research and evaluation and scale innovation through capacity building and dissemination. 

HOW YOU CAN CONTRIBUTE

Reporting to the Director of Product Sales and Marketing, the Customer Success & Implementation Specialist will be responsible for providing support to ETR’s school-based customers and internal sales representatives. The position owns the process of customer onboarding and training for ETR’s integrated digital adoptions. Additional responsibilities include identifying, investigating, resolving, and responding to customer inquiries related to websites, subscriptions, and products and working cross-collaboratively with internal teams to ensure customer success.

This position works remotely and can be located anywhere in the United States.

CULTURAL ATTRIBUTES

You possess excellent communication and relationship-building skills with colleagues, partners and clients with utmost integrity, courtesy and diplomacy.

You are capable of embracing the ideas of others and seek to understand others’ points of view in order to further our shared mission and vision.

You enjoy working independently as well as collaboratively to meet goals and deadlines.

You are capable of using technology to effectively and professionally communicate with co-located and remote colleagues.

You are self-motivated and capable of strategically prioritizing multiple tasks in a fast-moving environment.

You embrace a spirit of learning and curiosity in your work and proactively seek out answers and solutions to questions and challenges that arise.

WHAT YOU’LL NEED TO BE SUCCESSFUL

BA/BS degree in a related field preferred, or equivalent experience.

Exceptional project management skills.

2+ years of professional work in one or more of the following types of roles: customer success, technical support, administrative experience, preferably in the education technology or SAAS industries.

Have a customer-centric attitude and excited over the details of the customer experience & journey.

Have an agile, data-driven, and proactive approach to supporting customers.

Can thrive in a fast-paced and evolving environment of a non-profit.

Demonstrated ability to multitask, prioritize, and manage time effectively.

A natural relationship builder with integrity, reliability, and maturity, you work productively in a team.

Proficient in Microsoft 365 platform and applications.

Experience with Salesforce, HubSpot Service Hub, Jira Service Management, or equivalent CRM or service management application preferred.

Preferred experience with K-12 school technology support preferred.

Knowledge of e-commerce systems, web store functionality, and event registration is a plus.

Strong people skills; ability to work with diverse groups of people, including those with low technology proficiency.

Excellent written and verbal communication and analytical skills.

The use of a personal vehicle or rental car for ETR business will require a valid driver’s license and proof of insurance.

Location: Remote – Anywhere in the United States.

Starting Pay Range: $66,100 to $80,800 annually. The typical hiring range for this position is $66,100 to $73,400 at 100% FTE. The starting salary is determined based on the candidate’s knowledge, skills, and experience.

WORKING AT ETR

ETR employees enjoy a competitive salary, amazing 401(K) and health benefits as well as generous PTO and holiday pay. You will contribute to making a difference in the world!

For more detailed information about this position and ETR, please visit our website:

www.etr.org

To apply for this position, please submit your resume to:

https://www.etr.org/about-us/careers/

ETR is proud to be an Equal Opportunity Employer

EEO and AA Employer/VET/Disabled

ETR is an equal opportunity employer and supports a vision where all staff – regardless of race, ethnicity, sexual orientation, gender identity, age, socioeconomic background, or religious affiliation ,– feel there is space for a diversity of experiences to be represented, respected and valued.