Customer Success Representative

Great Minds

Remote

Great Minds, a rapidly growing challenger brand in the PK-12 instructional materials space, seeks an experienced Customer Success Representative.

COMPANY PROFILE

Great Minds, a mission driven Public Benefit Corporation, brings teachers and scholars together to craft exemplary instructional materials that inspire joy in teaching and learning. Our English curriculum, Wit & Wisdom®, Eureka Math™ and PhD Science™, all support teachers as they take students beyond rote learning to provide a deeper, more complete understanding of the humanities, mathematics, and the sciences. Founded in 2007, Great Minds now employs more than 1,000 people.

OUR MARKET POSITION

Great Minds’ Eureka Math is the most widely used curriculum in the history of American education. It enjoys an unrivaled 40+ net promoter score. Eureka and its sister products, Wit & Wisdom English and PhD Science, embrace much higher expectations for all students and all teachers. In a market dominated by scripted, procedural materials that drive expectations down, Great Minds produces curricula that celebrate knowledge, respect the craft of teaching, and acknowledge the true capabilities of students.

Role Overview

The Customer Success Representative must have a positive attitude and a passion for delivering effective service to all customers. This entry-level position reports to the Customer Success Manager and is a member of the Great Minds Sales Team. This position will be based in our Farmington Hills, MI office and will be responsible for pre- and post-sales support, building and maintaining customer relationships, handling a host of customer inquiries, and providing overall customer satisfaction. Candidates should be able to cover West Coast business hours.

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Specific Responsibilities:**

  • Assists customers via incoming calls, voicemails, emails, and web inquiries regarding print and digital product offerings, order placement, shipping of materials, and website navigation
  • Works collaboratively with several Great Minds teams as well as other members of the Customer Success Team
  • Communicates a clear and thorough understanding of the organization’s products, offerings, and policies
  • Routes inquiries to the appropriate Great Minds team(s) for assistance
  • Keeps clear and meticulous records of customer interactions through Salesforce – the organization’s Customer Relations Management (CRM) tool
  • Collaborates with multiple program teams to stay informed of all new and ongoing developments and projects
  • Assists in Salesforce data validation and management
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