Legendary Game-Based Learning

Customer Success Specialist

If interested please send resume and cover letter to cs-jobs@legendsoflearning.com

 

CUSTOMER SUCCESS SPECIALIST

Want to make a difference in classrooms across the country?

Are you a believer in the power of technology to transform education?

Want to be a Legend and get your game on?

Our search begins for Legendary Game-Based Learning (GBL) Customer Success Specialists to support teachers and students in schools and school districts from across the country!

We are looking for a Customer Support Specialist focused on providing exceptional, ongoing support to teachers to assist with the successful implementation of our legendary games in their classroom. In addition to support, the Customer Success Specialist will be involved in the entire post-sale lifecycle, including teacher training and general account management.

 

About Legends of Learning

American children are in need of educational heroes both in and out of the classroom who can engage students in exciting new methods of learning. Legends of Learning is transforming classrooms into fun, productive learning environments, utilizing a foundation of fresh research to create a comprehensive, curriculum-aligned game-filled marketplace with an epic range of lessons that improve student performance and increase educational engagement.

Legends of Learning has been a big hit in thousands of schools across the country, and we are now looking to expand our team of Legendary GBL Customer Success Specialists to support teachers in implementing the games in their classrooms and keep them coming back for more!

 

Duties and Responsibilities:

  • Using online customer support platform, help teachers troubleshoot with technological issues or site questions.
  • Schedule training and other professional development activities with schools and districts for members of the Customer Success Team.
  • Work as the liaison between the engineering team and teachers by submitting bug reports and promoting feature requests that meet the needs of the classroom teacher.
  • Assist with general onboarding tasks such as rostering of students, webinar training sessions, and teacher account creation.
  • For candidates demonstrating superior communication and customer-facing skills, there will be opportunities to grow into an increased role in training and implementation.
  • Create and send implementation communications for teachers, principals, and district personnel on a regular basis.
  • Track key metrics to analyze teacher/school/district performance relative to customer success. Report metrics to sales team and key contacts at schools/districts.
  • Work directly with the sales team on hundreds of school accounts to review customer’s progress and collaborate on recurring revenue strategy by renewing accounts and upselling additional products.
  • Communicating with district purchasing personnel to collect payment on aged accounts.
  • Collaborate with the marketing team to promote teacher usage via social media, email, direct mail, and conference campaigns.
  • Other duties as assigned by the Director of Customer Success.

 

Requirements and Qualifications:

  • Required – Comfortable working with customers in a virtual environment (email, Intercom, webinars, and phone)
  • Required – Bachelor’s Degree
  • Highly Preferred – 1-2 years of customer service experience (experience in any customer service setting acceptable)
  • Highly Preferred – Local candidates (Washington/Baltimore Metro Area), up to 60% of in-office time expected
  • Professional and outgoing attitude
  • Enthusiastic presentation/demonstration skills
  • Strong organizational skills; ability to change and multi-task
  • Ability to present product details in a clear and enthusiastic manner
  • Some travel required throughout the year
  • Self-starter, great work ethic, adaptable, organized and excellent interpersonal skills
  • Great attitude, drive, persistence; thrive in a fast-paced startup environment
  • Passionate desire towards making a difference – helping students and schools

 

Standards of Performance:

  • Respond to all customer support inquiries in Intercom within 2 minutes of initial message.
  • Respond to all customer emails within 4 hours of receiving the email.
  • Follow up on all customer support issues expected within 24 hours if an immediate solution is not available.
  • Process all student rosters within 48 hours of receiving rostering file from school or district.
  • Additional KPIs to be established and will evolve over time as part of continuous improvement program.

Compensation:

Based on experience, plus employee stock options

 

If interested please send resume and cover letter to cs-jobs@legendsoflearning.com

For Teachers
For Schools
For Districts