Customer Engagement Specialist

Description

About Us

Educate 360 is a family of specialized brands with a joint mission: to help individuals and organizations gain the skills needed to thrive in today’s technology-led and innovation-driven economy. Educate 360 develops integrated solutions across brands to achieve enterprise customers’ learning & development goals in Management & Leadership, Data Science, and IT skills. With locations across the U.S. and Europe, we have brought our instructor-led and on-demand training, coaching, and consulting to numerous individuals and organizations. Customer Engagement Specialists will manage the dedicated event process, from request through delivery, to ensure a seamless client experience and contribute to sales renewal and growth. The primary focus is ensuring customer satisfaction, success, and retention. This team will guide customers through their journey with our company, helping them achieve their goals and derive maximum value from our products or services.

Main Responsibilities

General

• Partner with sales reps to fulfill dedicated event opportunities within their assigned accounts.
• Primary point of contact for client engagement inquiries: backend routing of requests to customer service, finance, operations, instructor(s), IT, etc. as needed. Bring relevant supporting parties into client communications and meetings as needed.
• Liaison with operations to ensure all necessary logistics information has been secured and implemented for dedicated event coordination and delivery.

Client-Facing

• Prepare and communicate client onboarding process.
• Proactive client service to identify and address issues.
• Prepare and attend post-delivery debriefs.
• Obtain and share learner KPIs with customer– mock exam statistics, content usage, voucher usage, surveys, feedback, etc.
• Identify upselling or cross-selling opportunities to enhance customer value.
• Collect customer feedback and share it with relevant teams for improvement.
• Focus on customer satisfaction and retention metrics.

Admin / Backend / Internal

• Order entry. Change orders based on student attendance.
• Product entry and ownership – ensure operations, client, and sales have aligned expectations.
• Obtain logistics details for dedicated events.
• Obtain and enter student rosters for dedicated events.
• Aware of daily attendance and report concerns to client, sales, and operations.
• Obtain post-course survey and other data. Prepare sales rep for post-course debrief and regular customer touchpoints.
• Collect instructor feedback and present to sales reps for buying conversations.

Requirements

• 2+ years of customer service, project/event coordination, or account management experience required.
• Exceptional customer service and problem-solving skills required.
• Ability to work well in a lean and rapidly changing environment required.
• Ability to move quickly and roll up one’s sleeves to overcome challenges required.
• Strong interpersonal and communication skills, both verbal and written.
• Experience in project management, technology, or operations preferred.
• Ability to learn multiple applications (CRM, Salesforce, TI, etc.) to support sales and work with operations.
• Creative problem-solver that identifies process improvements across sales, customer relationships, products, and technology.
• Passion to build and maintain client relationships.
• Customer-focused with a commitment to ensuring customer satisfaction.

This job may require travel, estimated up to 10%.

Why Educate 360?

At Educate 360, we recognize that truly great ideas come from the bringing together of diverse experiences, opinions, and perspectives in an environment where they can be freely shared; and, that effective teamwork is only possible when every member feels empowered, valued, and respected. We are committed to fostering a culture that values all that diversity has to offer; where we are all accepted and included; where we equitably show respect for our fellow employees and feel respected in return; and, where we all feel empowered to contribute in the best ways we know how. To learn more about our company and values, please visit educate360.com. 

Benefits: We’re committed to supporting our employees’ health, financial stability, and overall well-being. Our comprehensive benefits include competitive Paid Time Off (PTO), Medical, Dental, and Vision plans, 100% company-paid Life and Disability insurance, as well as voluntary options for additional coverage and retirement (401k) plans.

Equal Opportunity Employer: Educate 360 is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, citizenship status, disability, or veteran status.