Customer Success Representative, Special Accounts

Great Minds, a rapidly growing challenger brand in the PK-12 instructional materials space, is seeking Customer Success Representative, Special Accounts.

COMPANY PROFILE

Great Minds, a mission driven Public Benefit Corporation, brings teachers and scholars together to craft exemplary instructional materials that inspire joy in teaching and learning. Our English curriculum, Wit & Wisdom®, Eureka Math™ and PhD Science™, all support teachers as they take students beyond rote learning to provide a deeper, more complete understanding of the humanities, mathematics, and the sciences. Founded in 2007, Great Minds now employs more than 1,000 people.

For additional information please visit: www.greatminds.org

OUR MARKET POSITION

Great Minds’ Eureka Math is the most widely used curriculum in the history of American education. It enjoys an unrivaled 40+ net promoter score. Eureka and its sister products, Wit & Wisdom English and PhD Science, embrace much higher expectations for all students and all teachers. In a market dominated by scripted, procedural materials that drive expectations down, Great Minds produces curricula that celebrate knowledge, respect the craft of teaching, and acknowledge the true capabilities of students.

ROLE OVERVIEW

The Customer Success Representative, Special Accounts must have a positive attitude and a passion for delivering effective service to all customers. This advanced position reports to the Customer Success Manager and is a member of the Great Minds Sales Team. This position will be based in our Farmington Hills, MI office and will be responsible for pre- and post-sales support, building and maintaining customer relationships, handling a host of customer inquiries, and providing overall customer satisfaction. Candidates should be able to cover West Coast business hours.

Specific Responsibilities:

• Act as the primary point of support for VIP Districts and new Multi-Curricular Accounts regarding print and digital materials

• Maintains an internal service level agreement regarding response times at a 95% success rate
• Assists VIP and Multi-Curricular customers via incoming calls, voicemails, emails, live chat, web conferencing, and web inquiries
• Provides VIP and Multi-Curricular customers with regular status reporting of print shipments
• Escalates and maintains regular follow-up on behalf of VIP and Multi-Curricular customers to keep them informed
• Works collaboratively with several Great Minds teams as well as other members of the Customer Success Team to stay informed of all new and ongoing developments and projects
• Communicates a clear and thorough understanding of the organization’s products, offerings, and policies
• Keeps clear and meticulous records of customer interactions through Salesforce – the organization’s Customer Relations Management (CRM) tool
• Assists in Salesforce data validation and management

Requirements

Required Qualifications:

• Self-motivated with excellent creative and proactive problem-solving skills
• Incomparable people skills with ability to handle difficult situations with poise
• Ability to efficiently multi-task in a fast-paced environment
• Detail oriented
• Experience in the fields of customer service, sales, or education preferred
• Proficient skills in Microsoft Office Suite, specifically in: Word, Excel, and PowerPoint
• Knowledge of Salesforce preferred, but not required
• Excellent verbal and written communication skills
• Knowledge of company products and policies is preferred
• Flexibility in adapting to the growing and changing needs of the organization
• Ability to thrive in a deadline-driven environment

Details:

• Full-time, Exempt
• Excellent Benefits Package
• This position is located in Farmington Hills, MI
• A cover letter and resume are required to be considered for this position
• If selected for an interview, a salary history and background check will be required

Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices.