Customer Success Specialist

About Us:

At P2C, we are dedicated to revolutionizing education through innovative technology solutions. Our mission is to empower educators and students with the tools they need to succeed in an ever-evolving digital landscape. We are looking for a passionate and experienced Customer Success Specialist to join our team and help drive the success and satisfaction of our customers.

Overview:

The Customer Success Specialist reports to the Director, Customer Success and plays a critical role in ensuring smooth, efficient, and organized implementation of Pathway2Careers (P2C) solutions across all customer accounts. Through strong project management and attention to detail this position enables the Customer Success team the ability to provide high-quality end-to-end services for all customers. This role will serve P2C Customers including our largest client in New Mexico.

Duties/Responsibilities:

• Delivers implementation and onboarding services for P2C Solutions, ensuring a positive first impression.

• Provide training and support to users, helping them maximize the benefits of our technology included but not limited to platform integrations.

• Represent P2C at meetings, conferences, convenings, etc. to promote P2C usage with P2C customers including our New Mexico client.

• Develop and manage long-term asynchronous training plans that adds value and improves customer experience.

• Review customer-facing materials and internal workflows, identifying gaps and recommending improvements that enhance clarity and efficiency.

• Independently and collaboratively produces analysis findings that inform client strategies. Such as:

  • Provide timely, accurate status updates in HubSpot to support optimization and increased adoption across all states.

  • Gather and analyze customer feedback to inform product development and improve customer satisfaction.

• Contribute operational insights that improve implementation processes and customer experience.

• Act as a reliable internal liaison to ensure customer implementation needs are documented, assigned, and resolved by the appropriate team members.

• Often leads ad hoc solution efforts and cross-practice services.

• Defines, prioritizes and achieves strategic objectives for programs and/or projects.

• Responsible for traveling to client sites 2-4 days a week, as needed, to support schools in New Mexico ; and other states as necessary.

• Assist as needed with logistics for events and conferences, including planning, scheduling, vendor coordination, and on-site operations.

• Stay up-to-date with industry trends and best practices in education technology and customer success.

• Collaborate with internal teams, including Sales, Product Development, and Support, to address customer needs and improve the overall customer experience.

• Develop and deliver customer success plans, including goals, milestones, and key performance indicators (KPIs).

• Gather and analyze customer feedback to inform product development and improve customer satisfaction.

• Travel will be 30-50% to client locations and conferences.

• Performs other related duties as assigned.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.