Customer Engagement Specialist

1 week ago

Arlington Heights, Illinois, United States Avantis Education Full time
{"title": "Customer Engagement Executive", "description": "Role Overview

As a Customer Engagement Executive at Avantis Education, you will play a pivotal role in enhancing the customer experience by providing exceptional support and engagement. Your primary responsibility is to ensure that our customers, primarily educational institutions and teachers, receive optimal value from our software products.

Key Responsibilities
  • Provide prompt and effective support to customers primarily by phone but also by email.
  • Address customer enquiries, resolve issues, and provide solutions in a timely manner.
  • Maintain regular follow-ups with customers to ensure satisfaction and retention.
  • Guide customers through the refresher training, ensuring they understand and can effectively use our products.
  • Act as a customer advocate, communicating their needs and concerns to relevant teams.
  • Develop and implement strategies to engage customers and promote product usage.
  • Create and distribute engaging content, such as newsletters, tutorials and case studies.
  • Organize and participate in customer-focused events, such as webinars, workshops and conferences.
  • Maintain accurate records of customer interactions and activities in the CRM system.
  • Work closely with the Sales Team to identify upsell and cross-sell opportunities.
  • Collaborate with the Product Development Team to relay customer feedback and contribute to product enhancements.
  • Coordinate with the marketing team to align engagement strategies with overall marketing goals.
Requirements
  • 2+ years of experience in customer support, customer success, or a related role, preferably in the software or education industry.
  • Proficiency in using CRM software and customer support tools.
  • Familiarity with educational technology and software products is a plus.
  • Excellent verbal and written communication skills.
  • Empathy and patience when dealing with customers.
  • Strong problem-solving and critical-thinking skills.
  • Ability to build and maintain positive relationships with customers and team members.
  • Ability to manage multiple tasks and prioritize effectively.
  • Strong attention to detail and organizational skills.
  • Customer-focused mindset with a passion for delivering exceptional service.
  • Self-motivated and proactive approach to work.
  • Flexibility and adaptability in a fast-paced environment
", "lang_code": "en-US"}

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