Customer Success Analyst

Summary

Join Voxy, a leading corporate language education platform, as a Customer Success Manager. You will be responsible for empathizing with customers, guiding them through onboarding, and ensuring high levels of engagement and satisfaction. Your duties include delivering insights on customer outcomes, coaching customers on product expertise, collaborating with Key Account Managers, exploring upsell opportunities, and partnering with cross-functional teams. You will also help drive customer references and maintain compliance with Voxy's customer management tools. This role requires 3+ years of relevant experience, fluency in English, project management knowledge, and strong interpersonal skills. A Bachelor’s Degree is required.

Requirements

• 3+ years of relevant experience in a customer-facing customer success, account management or strategic consulting organization
• Fluency in English is required
• Project Management knowledge, Problem Solving and Negotiation skills
• Strong accountability for ensuring the timely and successful delivery of services and solutions to clients within their portfolio. This includes taking ownership of all aspects of the client experience, proactively addressing challenges, and consistently meeting or exceeding client expectations
• Tech-savviness, ability to work with spreadsheets, creating reports and Business Reviews for clients
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Strong interpersonal skills and experience building strong internal and external relationships
• Adaptability to dynamic environments
• Consistent track record of highly professional customer service in a fast-paced, dynamic environment
• Diplomacy, tact, and poise under pressure when working through customer issues
• Bachelor’s Degree

Responsibilities

• Empathize with every aspect of the customer journey/experience, putting customers’ needs first
• Understand customer's needs and help through the onboarding process
• Deliver adoption/engagement-related insights and readouts of specific customer outcomes in Business Reviews
• Coach customers to be Voxy product experts and train their teams on Voxy methodology so they become increasingly self-sufficient
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Partner with Key Account Managers to collaborate and communicate to ensure alignment on plans
• Work closely with Key Account Managers during renewal cycles, guaranteeing the right project being scoped for the renewal, ultimately driving high retention and engagement
• Explore upsell and expansion opportunities with Key Account Managers to increase Voxy footprint within customers
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
• Help drive customer references and case studies
• Compliance with Voxy's customer management tools to guarantee transparency of Customer Health and Customer Success Indicators
• Preparing reports and business reviews to customers to generate visibility of program's performance

Preferred Qualifications

• Experience in directly interfacing with HR departments would be highly beneficial
• Prior experience in the EdTech sector
• Experience in managing education programs

Benefits

• Competitive salary, bonus, and stock options
• Great benefits: medical insurance, cell phone & wifi reimbursement, home office & wellness budget, team events
• Remote-friendly work policies
• Professional development budget
• Language classes w/ Voxy