Customer Success Specialist (Education)

: Description:

Job Title: Customer Success Specialist

Location : Los Angeles, CA (Onsite - Downtown Los Angeles)

Position : Full-Time

Reports To : Customer Success Manager

About the Company :

At UBTECH Education, we're passionate about preparing all learners for the future of work. Our robotics solutions establish the strong foundation students need to thrive: a high-quality STEM and robotics education integrated with the development of 21st-century skills and computational literacy.

UBTECH Education's solutions are ideal for classrooms, virtual learning environments, makerspaces, and other STEM programs. Our UKITs, easy-to-implement curriculum, and professional development are designed to grow with students and educators. Ideal for grades 3-12, our robotics kits combine hands-on activities, cutting-edge tech, and standards-aligned curriculum to prepare all learners for success in STEM classrooms and careers.

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The Customer Success Specialist will play a key role in ensuring our customers' success, both in our enterprise and education product offerings, from the very beginning of their journey. This role combines the proactive engagement of onboarding new customers with ongoing relationship management to drive customer satisfaction, product adoption, and retention. You will guide customers through the initial setup and ensure they continuously achieve value from our product or service. The Customer Success Specialist's role includes conducting product demonstrations, providing training and technical support, and collaborating with internal teams, third-party service providers, and customers to ensure seamless product support and service delivery.

Responsibilities:

• Serve as the primary point of contact for new customers during the onboarding process, ensuring a smooth transition from sales to product adoption.
• Conduct training and onboarding sessions (one-on-one or group sessions), guiding customers through initial product setup, user portal, and usage.
• Develop and maintain strong relationships with customers to ensure they are getting value from the product and are satisfied with their experience.
• Monitor customer health, engagement, and usage metrics to identify potential issues or opportunities for expansion.
• Deliver ongoing product demonstrations and training sessions (virtual or in-person) to educate customers on our product services.
• Collaborate with Technical Support to resolve any issues customers encounter after onboarding.
• Support sales and marketing teams in product demonstrations, presentations, and tradeshows as needed.
• Collaborate with the Education and Tech Operations Team on product testing, creating guidelines, manuals, and other relevant documents.
• Lead internal training efforts to keep employees updated and well-versed in our products.

Requirements:

Qualifications :

• Bachelor's degree in business, communication, or a related field or equivalent work experience.
• 2 years of experience in technical support, customer service, or a related field.
• Strong communication skills, both verbal and written, with the ability to convey technical information clearly and effectively.
• Strong problem-solving and critical thinking skills to identify and address customer needs.
• Adaptability and a proactive approach to managing customer success.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in Microsoft Office Suite, Zendesk, CRM tools, or other relevant software applications.
• Willingness to travel frequently (up to 30%) for trade shows, customer visits, and training.

UBTECH Education (TGR Solutions, Inc.) is an equal-opportunity employer and is committed to providing a workplace that is inclusive, diverse, and free of discrimination. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other status protected by applicable federal, state, or local laws. We actively encourage candidates from all backgrounds to apply and believe that a diverse workforce contributes to the strength and success of our organization. All qualified applicants will receive consideration for employment without regard to any of the aforementioned factors. If you require accommodations in the application process, please let us know.