Customer Success Specialist
At InStride, we’re pioneering a new approach to workforce education. Our mission is to enable employers to provide life-changing education to their employees in partnership with the highest-quality global academic institutions. We unlock business and social impact to transform companies and people for the future.
We believe that a company’s richest resource is their employees, and that investments in people yield the highest returns for individuals, businesses, and society as a whole. That’s why every InStride employee is eligible to enroll in 1,700+ online certificate and degree programs through our Step Forward program. Unlike traditional tuition reimbursement programs, InStride covers your tuition upfront, regardless of your course of study, degree type, or school. The Step Forward program, along with InStride’s best-in-class employee benefits, are available to all employees from the day they join InStride.
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Role Overview
InStride is currently seeking a highly motivated and hardworking Customer Success Specialist to help support our team and clients. This position is part of the client success team and works with multiple departments within the company including sales, product, technology and marketing. The role of the Success Specialist is to support the team and our corporate partners while streamlining processes and maintaining a successful low-touch service model. This position reports to the Director of Corporate Partner Success.
Key Responsibilities
- Provide tactical and operational support to the corporate partner success team
- Support low-touch corporate partner accounts through strategic engagement activities and 1:many outreach efforts
- Collaborate with the Corporate Partner Success Managers on outreach strategy to increase client engagement, drive awareness and maintain high levels of customer satisfaction
- Maintain accurate records and provide regular reporting on customers health and engagement using Salesforce
- Work with internal team to gather insight about customer behavior and product feedback to fuel customer success
- Manage team email account, redirect communication to appropriate channel and answer general inquiries from multiple partners
- Build and organize documentation for internal and external processes
- Other duties as assigned
Ideal Profile
- Bachelor's degree or equivalent
- 2+ years or more of experience in customer success and/or client services role
- Customer-first mentality with a focus on building and nurturing strong and lasting relationships both internally and externally
- Excellent independent judgment. Ability to consider, compare, and evaluate different courses of action, and make an informed decision in the best interests of the company
- Creative problem-solver that can envision and articulate solutions to complex customer issues and identify opportunities for improvement
- Demonstrate outstanding interpersonal, verbal and written communication skills, with a consistently professional demeanor
- Love checklists and demonstrate strong organization skills to manage multiple projects at once with a high degree of autonomy
- Detail-oriented individual who also has the ability to think and plan strategically
InStride is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.
We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please discuss your requested accommodation with our HRBP.
Effective November 1, 2021, all new hires must be fully vaccinated against the COVID-19 virus unless they have been granted a reasonable accommodation. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation is approved by the People & Talent team in writing.
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This position is not currently eligible for New York hiring.