Aspen Publishing

Customer Success Specialist

Digital - Burlington, MA - Full Time

Aspen Publishing is seeking a Customer Success Specialist to be a part of our growing Digital team. Preference will be given to Boston-based candidates who will work in our Burlington, MA, office with a hybrid office/work-from-home schedule; however, we will also consider candidates based in Dallas, TX.  You will work closely with internal teams, as well as external stakeholders as you play a key role in ensuring a positive onboarding experience and engagement for new customers, resulting in high retention readiness and customer satisfaction.  We are looking for a Customer Success Specialist who is passionate about providing an amazing customer experience.

TITLE: Customer Success Specialist 
REPORTS TO: Customer Success Manager
DEPARTMENT: Digital Learning & Engagement
FLSA STATUS: Exempt
LOCATION: Burlington, MA (preferred)/Dallas, TX
RANGE: $55,500 (min) / $69,200 (mid) / $88,300 (max)

POSITION SUMMARY: Supports the Customer Success Manager in carrying out a standardized customer success lifecycle for Aspen Publishing digital learning products and courses. Responsibilities include assisting new customers, implementing additional products for existing customers, and managing post-implementation engagement to promote adoption and value realization. This role involves direct interaction with customers, as well as collaboration with both internal and external stakeholders to enhance customer retention and satisfaction, and to increase revenue.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Engagement Strategies: Support and assist in the creation of strategies, tactics, and materials to increase customer adoption of and engagement with digital products and courses
  • Relationship Management: Build and maintain strong relationships with customers, users, and key stakeholders—gaining their trust and providing a positive experience in using Aspen products
  • Onboarding: Execute and support onboarding programs for new and existing customers of digital learning products and courses
  • Implementation: Support the implementation process for institutional purchases of digital products and courses
  • Training and Support: Drive high adoption and customer success by helping to create, maintain, and deliver live training programs and materials as well as technical support and guidance
  • Customer Data: Assist with collection of customer feedback, usage patterns, and engagement metrics to identify trends and solve problems. Maintain accurate and timely collection of customer activities, including onboarding stages, expansion opportunities, and customer health
  • Collaboration: Partner with Sales, Digital, Marketing, Editorial, and Customer Service teams to improve the customer experience, inform the product roadmap based on customer feedback, close renewals, and upsell additional products to existing customers
  • Proactively pursue professional development activities and manage time and company resources appropriately

QUALIFICATIONS:
 
  • Bachelor's degree plus 1-2 years related experience, preferably in Customer Success or Account Management
  • Highly organized and detail-oriented with strong analytical and project management skills
  • Skilled communicator able to build rapport with individuals at all organizational levels, including internal teams, external customers, sales partners, and third-party vendors
  • Tech-savvy with proficiency in CRMs, back-end systems, presentation software, virtual meeting platforms, and spreadsheets
  • Experience working on the implementation of large and complex enterprise SaaS products preferred
  • Experience in educational technology, higher education, high stakes testing, or online learning industries preferred
  • Experience with learning management systems preferred
  • Proven ability to analyze issues, provide solutions, and troubleshoot complex problems
  • Comfortable liaising between internal and external groups to drive alignment
  • Willing to travel domestically occasionally
  • Proficient with Microsoft Office suite (Teams, PowerPoint, Outlook, Excel, Word)
  • Able to work quickly and accurately in a fast-paced, changing environment
  • Demonstrated ability to work both independently and collaboratively as part of a team
PHYSICAL REQUIREMENTS:
  • Normal Office Environment
  • Ability to sit for extended periods of time
  • Ability to work on computer for extended periods of time
  • Ability to listen and speak carefully while interacting with others
  • Ability to lift up to 10 pounds occasionally
ABOUT US: Aspen Publishing is a leading provider of educational content and digital learning solutions to law schools in the US and around the world. Aspen provides best-in-class solutions for legal education through authoritative textbooks written by renowned authors and breakthrough products such as Connected eBooks, Connected Quizzing, and PracticePerfect. Aspen Publishing is proud to be a UWorld Company.

The salary range provided is a good faith estimate representative of all experience levels. Aspen considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. In addition to competitive compensation, we offer a wide array of benefits including your choice of health and dental plans, generous paid time off and holidays, 401k with employer match, and an array of voluntary programs to cover all of life’s eventualities from accidents; to critical illness; to pet insurance.
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