Supports professors and students through onboarding, technical support, issue resolution, account management, and client relationship activities. Configures customized grading, provides recommendations, documents interactions in HubSpot, escalates issues through JIRA, and maintains training materials. Conducts client check-ins, audits account files, analyzes usage and feedback, identifies product improvement opportunities, and assists with retention initiatives. Travel may be required for campus visits and conferences.
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.
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
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