Customer Success Specialist

Title: Customer Success Specialist

Location: Remote-US

Salary: Up to $85K

About PSI

We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That’s why you’ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.

Learn more about what we do at: https://www.psiexams.com/

About the Role

The Customer Success Specialist role at PSI is responsible for the GMetrix customer experience from onboarding to ongoing day-to-day success. This role will act as a liaison between customers, the education community and the company, ensuring needs are being met while proactively providing resources and timely solutions. This team member will promote successful usage of GMetrix, and drive for a consistent positive experience for customers through measurable actions and data-driven results.

This is a full-time permanent role, with flexible hours around core office availability Monday to Friday. The role can be performed remotely, with occasional travel for meetings, events and workshops.

Role Responsibilities

• Own customer onboarding, setting users such as teachers and educational staff up for success as they implement GMetrix.
• Provide ongoing, proactive support to customers through multiple training types such as live training, webinars, and professional development training, while also owning escalated support needs for customers.
• Facilitate conversations around extended obstacles and enhancements (including technical needs) and coordinate internally as needed.
• Promote successful use of GMetrix by sharing best practices and how to best integrate GMetrix into curriculum.
• Provide insight from customers and the educational community to ensure GMetrix is in the know about trends as well as social and professional queues. Develop relationships in this community and promote community engagement in GMetrix initiatives such as webinars and focus groups.
• Maintain a data-driven experience model, by gathering quantifiable feedback through surveys, focus groups and more. Analyze and provide observations of data and own the facilitation of any actionable needs.
• Develop innovative solutions for continued success, including processes for efficiencies, feedback resources, training models, and enablement tools.
• Ownership of all training resources and initiatives. Collaborate with internal stakeholders to create new resources and update existing resources as needed, then drive any needed initiatives. Develop expertise in GMetrix products and platforms, to become the key resource for related collaborative needs. Create a strategy for enhanced cohesion amongst resources.

Knowledge, Skills and Requirements

• Bachelor’s degree or higher, preferably in an education, business or technical field.
• Experience in high school education or at the district level a plus—specifically in Career and Technical Education is preferred.
• If not experience directly in academia, experience working with educators highly desired.
• Expertise in customer success, relationship management, or project management highly desirable.
• Experience using technology tools and applications like Azure DevOps, Jira, Trello, Loom, Salesforce and Monday.com a plus.
• Experience creating training across various formats
• Experience collaborating using Microsoft Teams a plus.
• Experience working with educators.
• Add knowledge areas, technical skills and general experience requirements here in a bullet list

Culture & Benefits

At PSI, our culture is to be transparent and fair. That’s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.

In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes:

• 401k/Pension/Retirement Plan – with country specific employer %
• Enhanced PTO/Annual Leave
• Medical insurance – country specific
• Dental, Vision, Life and Short-Term Disability for US
• Flexible Spending Accounts – for the US
• Medical Cashback plan covering vision, dental and income protection for UK
• Employee Assistance Programme
• Commitment and understanding of work/life balance
• Dedicated DE&I group that drive core people initiatives
• A culture of embracing wellness, including regular global initiatives
• Access to supportive and professional mechanisms to help you plan for your future
• Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities