Customer Success Specialist

Customer Success Specialist

New York, NY; Remote, US

About The Princeton Review

The Princeton Review is a leading tutoring, test prep, and college admission services company. Every year, it helps millions of college- and graduate school–bound students achieve their education and career goals through online and in-person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House. The company's Tutor.com brand is one of the largest online tutoring services in the U.S. It comprises a community of thousands of tutors who have delivered more than 22 million one-to-one tutoring sessions. The Princeton Review is headquartered in New York, NY.

About the Position

Interested in working with educational partners across the country to support students in achieving their academic goals? Join The Princeton Review Institutional team! Within the organization, the Institutional team is focused on providing the highest quality tutoring and test preparation products and services to learners of all backgrounds through direct partnership with schools and districts, colleges and universities, employers, public libraries and more. We are proud to partner with thousands of institutions in providing educational services to learners in their communities and supporting their missions of promoting opportunity and equity through access.

We are looking for exceptional candidates passionate about customer success and educational technology to support our institutional partnerships. The CSS's primary focus will be working with assigned partners to deploy and support On-Demand tutoring solutions (powered by Tutor.com) for smaller clients and supporting key accounts with a Customer Success Manager. The CSS will be part of a collaborative team committed to developing proactive, highly effective relationships with our partner institutions and delivering outstanding service that guarantees student engagement and customer satisfaction and retention.

What You'll Do

Travel will be required for on-site visits and support, and in-person presentations.

• Facilitate client trainings on administrative tools, dashboards, and reporting platforms.
• Ensure timely and knowledgeable responses to ongoing customer inquiries.
• Cultivate and maintain consistent relationships with primary program contacts, and other key stakeholders in coordination with other CS and Instructional colleagues.
• Analyze client usage reports to identify trends and track client health and performance.
• Prepare and deliver customized reports that demonstrate program value, outcomes, and impact.
• Consult with institutional partners on best practices for promoting awareness, participation, and student success.
• Partner with the Customer Success Manager to support key partnerships and provide day-to-day support, reporting, and administrative needs.
• Foster account retention and growth, using sound Customer Success principles, and supporting opportunities for purchasing additional products and services.
• Coordinate with internal Operations, Training, and Product teams to ensure programs are delivered according to client specifications.

Who You Are

Candidate MUST:

• Have achieved a bachelor's degree and 1-3+ years' work experience in an education-related field.
• Demonstrate strong project management and organizational skills.
• Demonstrate an eagerness and ability to 'own' customer relationships and advocate for the customer's needs.
• Demonstrate excellent communication skills, including strong written, verbal, and presentation skills.
• Be a creative, collaborative thinker with an ability to learn new things, assess problems and quickly identify proactive solutions.
• Demonstrate computer proficiency including Microsoft Office and understanding of internet services.
• Be an independent thinker with high energy and a positive attitude.
• Possess the ability to interact effectively with peers, including internal operations and remote employees, in a team-oriented environment.

PREFERENCE given to a candidate who:

• Lives in Southeast states (AL, LA, Atlanta Metro, SC, TN, AR) or in NH, MA or MN.
• Has experience working with educational technology solutions.
• Has worked in education. Former teachers are encouraged to apply.

The Princeton Review and Tutor.com offer a competitive salary which commensurates with experience and skills.

US Pay Range

$60,000 - $65,000 USD

The Princeton Review is an equal employment opportunity employer. The Princeton Review's policy is not to discriminate against any applicant or employee based on, and all qualified applicants will receive consideration for employment without regard to, race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, marital status, disability, military status, genetic information, or any other basis protected by applicable law. The Princeton Review also prohibits harassment of applicants or employees based on any of these protected categories. It is also The Princeton Review's policy to comply with all applicable laws respecting consideration of unemployment status in making hiring decisions.