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Customer Education Advocate
3 months ago
Who We Are:
We're Aspire, the leading SaaS provider for the landscaping and commercial cleaning industries and a proud member of the ServiceTitan family since 2021. Our cloud-based business management system automates all aspects of field service operations for enterprise and small to medium-sized businesses enabling our clients to accelerate growth, streamline operations, increase customer retention, and maximize revenue. Trusted by thousands of premier field services leaders in the US and Canada, our solutions empower our clients to make better business decisions for their companies. Our partnership with ServiceTitan has enabled us to continue scaling our platform and customer base while maintaining our collaborative, tight-knit culture.
Ready to make your career move?
The Customer Education Advocate role is primarily responsible for supporting multiple products to solve escalated issues from the first level of AspireCare support team. The position requires a full understanding of Aspire software platform and a superb ability to communicate functionality with clients.
Reporting to the Director of AspireCare, the Customer Education Advocate works in a fast-paced environment to identify and provide solutions to client challenges and to manage several issues and clients simultaneously while also defining and creating client form layouts. The Education expert will work closely with the development team in identifying and resolving escalated client system issues. Overall, the Customer Education Advocate must ensure that the organization is consistently exceeding clients’ expectations and anticipating clients’ future needs.
What You’ll Do:
Work with the CSM and AspireCare teams to understand training needs for clients struggling with a basic understanding of the software
Provide Training to the clients based upon a program established by the assigned CSM or Department Director
Provide Training to clients based upon ticket submissions to AspireCare
Build a strong business relationship with the power user team to ensure successful use of The Aspire Software system
Support the client power user during the training of their staff
Provide management timely feedback on product design and functionality issues
Communicate clearly, timely and effectively progress of the training plan to the assigned CSM
Maintain clear, concise communication with the Clients power user as to the progress of the training plan
Provide Client with a clear understanding of the responsibilities of the AspireCare team and the CSM team and how to access both, during the Implementation graduation call
Foster a spirit of teamwork and unity among team members that enables each employee, the AspireCare team, and the organization to succeed
Assist Aspire customer care representatives, providing day-to-day guidance for specific help ticket-related questions – especially those related to clients in deployment
Escalate training concerns to the CSM and/or Director of Client Support immediately to ensure completion of the training plan in the desired timeline
Provide first-level troubleshooting of client issues with Aspire to pinpoint cause, establish reproducible conditions, and clearly and succinctly document scenarios
Monitor and respond to client conversations through our chat feature daily
Participate in answering client calls through phone system
What You’ll Need:
Ability to train all modules of Aspire with proficiency and confidence
Excels at listening and understanding
Excellent problem-solving skills
Strong verbal and written communication
Experience with issue reporting and tracking system is a plus
Training Experience – ability to teach and control a meeting
Landscape industry experience a plus
A knowledge of the entire Aspire Software system preferred, but not necessary
Where You’ll Work:
Employees for this position will be remote.
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
