Customer Success Associate

ExPrep | Excel Preparation – Remote

Position Overview

The Customer Success Associate at ExPrep plays a crucial role in ensuring client satisfaction and the successful adoption of our platform. Working under the guidance of the Customer Success Manager, this position focuses on day-to-day client interactions, technical support, and operational aspects of client onboarding and relationship management.

Note: Thanks for your interest in the Customer Success Associate position. We are currently processing all our existing applications and likely will find a candidate from the strong pool already submitted. With that in mind, our team is consistently growing and we would love to keep your resume on file.

Key Responsibilities

  • Create and configure customized grading based on professors' specific requirements.
  • Offer grading recommendations to professors that empower educators and enrich the learning experience.
  • Create a positive sentiment in all client interactions.
  • Provide timely and effective technical support to professors and students using HubSpot.
  • Utilize the internal ticketing system JIRA to escalate issues when necessary.
  • Respond to and resolve customer inquiries and issues.
  • Document client interactions, issues, and resolutions with HubSpot.
  • Assist in the onboarding process for new professors adopting the ExPrep platform.
  • Develop a deep understanding of the ExPrep platform to communicate features and benefits effectively.
  • Create and maintain user documentation and training materials.
  • Conduct regular check-ins with clients to ensure satisfaction and identify potential concerns.
  • Collect and organize client feedback to share with the Customer Success Manager and product team.
  • Conduct regular client file audits to ensure platform capability updates are applied appropriately.
  • Identify opportunities for feature implementation based on client usage patterns.
  • Organize, file, and document assignment data to identify trends and usage data. 
  • Participate in team meetings and contribute ideas for enhancing the customer experience.
  • Support the Customer Success Manager in retention initiatives and account management activities.
  • Travel, as necessary, to visit clients’ campuses and/or represent ExPrep at conferences.

Qualifications

  • 1-3 years of experience in customer support, account management, or similar client-facing roles
  • Business or Education degree is desirable
  • Strong interpersonal skills and ability to build trusted professional relationships
  • Strong technical aptitude with the ability to learn new systems quickly
  • Excellent communication skills, both written and verbal
  • Strong Microsoft Excel skills
  • Detail-oriented with strong organizational abilities
  • Problem-solving mindset with a proactive approach to customer service
  • Experience with HubSpot (or other CRM) and JIRA is a plus
  • Understanding of higher education environments is beneficial
  • Ability to work independently while also contributing effectively to team goals
  • Customer-centric mindset with a passion for delivering exceptional service
  • Cover letter must include favorite Excel function or keyboard shortcut

Compensation and Benefits

  • $60-80k
  • 401k
  • Health and Dental Insurance
  • PTO