The Customer Success Specialist (CSS) works directly with assigned customers to support and renew Gaggle services related to their student safety initiatives. A successful CSS is process oriented, capable of managing a high volume of accounts, and is adept at having conversations with clients to identify and solve their pain points. They will use data to uncover potential growth opportunities and assess risks that require intervention. Additionally, the CSS will leverage established systems and processes to share meaningful content with district stakeholders, deliver exceptional service and support, and engage in cross-functional collaboration with other teams in the organization to guarantee customer satisfaction and retention.
This position reports to the Director of Customer Success.
Responsibilities
- Renewals Management
- Monitors expiring agreements within assigned accounts and works with customers to ensure the renewal with Gaggle is aligned to their needs.
- Partners with customers to negotiate the pricing and products included in renewal contracts.
- Leverages data to identify expansion opportunities and connects those to the pain points felt by their customers.
- Generates quotes/contracts and assures that appropriate terms and conditions are listed clearly for easy customer renewal.
- Uses Salesforce to monitor outstanding contracts/quotes issued to customers for advanced close rates. Proactively reaches out to accounts that require the most support.
- Tracks orders received, the rate of renewals, and the current forecast for reporting to management.
- Understands Gaggle competitors and reinforces the benefits of Gaggle to our customers.
- Customer Engagement
- Builds/maintains relationships with customers by providing excellent customer service and support
- Shares relevant product updates and enhancements with customers to reinforce the value Gaggle is providing to their district.
- Addresses customer questions related to Gaggle. As needed – collaborate with internal teams to ensure that any customer pain points are quickly and effectively addressed.
- Shares data with assigned accounts and call out key points that either reinforce the impact Gaggle is having in their district or call out a trend that the district would benefit from addressing.
- Serve as the voice of the customer by providing feedback to internal teams to ensure their needs are being met by Gaggle.
Requirements
- Excellent communications skills, both written and verbal
- Exceptional organizational skills with the proven ability to prioritize and complete multiple tasks to meet deadlines and quotas
- Apt to learn quickly in a fast-paced, deadline-driven environment
- Works well with others, is team minded and takes direction well
- Strong documentation skills
- Succeed while working in a semi-autonomous and fast-paced environment
- A large amount of day-to-day work is done independently so strong organization and time management skills are a must
- High-energy and motivated self-starter
- Ability to position the benefits of services to our customers
Preferred Qualifications
- Bachelor’s Degree required (A combination of education and experience will be considered)
- Experience in education, either in the EdTech space or as an educator, required
- Previous inside sales experience representing a technology product or service with demonstrated ability to meet or exceed a sales quota desired
- Knowledge of working in a CRM (Salesforce a plus)
Salary Range and Benefits
Please apply to this posting in order to learn more about the starting salary range and benefit options.
Our Team Commitment
Gaggle is proud to be recognized as a 2023 Top Workplace and also a proud recipient of the 2024 Top Workplaces USA Today award. We are committed to equal opportunity without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.
Additional Information
This is a work-from-home position; a reliable, high-speed connection and a comfortable, private dedicated work area will be essential for this role’s success.