Customer Success Associate

Summary

Join our team as a Customer Success Associate (Help Desk & Trainer) in Madison, WI (remote)! This 12-month position focuses on enhancing support for schools and districts in state reporting tasks and providing training on data applications. You will handle customer support requests via CRM, email, and phone, ensuring timely resolution. The role involves creating and monitoring support requests, collaborating with the product owner on process improvements, and providing on-site or virtual training. You will also create training materials, present at conferences, and maintain up-to-date documentation. Finally, you will participate in professional development and other assigned tasks.

Requirements

• Knowledge of methods for gathering and understanding customer needs
• Ability to maintain positive and courteous interactions with customers
• Ability to make thoughtful, expeditious decisions in complex situations
• Ability to interpret business logic and communicate technical requirements
• Effective oral and written communication skills
• Ability to work effectively in a team environment
• Self-motivated with the ability to work independently
• Ability to complete data health checks for the districts using visualizations and download files
• Ability to use productivity tool applications including Microsoft Office, Microsoft Dynamics CRM (Customer Relationship Management) ticketing system and Google Apps
• Ability to travel by car to meetings outside of the Madison area
• 1-2 years’ experience in the following: Serve as a customer service data reporting contact for the client
• 1-2 years’ experience in the following: Create, oversee and monitor requests, incidents, and problem resolution using user support "ticketing" software
• 1-2 years’ experience in the following: Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews
• Openness to presenting training sessions, even better if experienced with doing so

Responsibilities

• Serve as a customer service contact for the client
• Create, oversee and monitor requests, incidents and problem resolution using user support "ticketing" software
• Assist WISEdata product owner in identifying state reporting process improvements through business process analysis
• Monitor and support school/district reporting progress. Contact school districts when assistance may be needed
• Provide on-site or virtual training when appropriate
• Work with school districts on their data submissions to WISEdata
• Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews
• Help to ensure that data issues and errors are resolved
• Monitor the health of the data for districts using the WISEdata portal and WISEdash
• Review data quality reports leading up to the data snapshot
• Interact with internal and external customers
• Collaborate with Technical Writer to maintain customer support documentation and contribute to statewide documentation such as FAQs and service desk tools
• Create training videos and/or tutorials
• Attend virtual or in-person conferences and workshops to present on WISE topics
• Advise management on situations that may require additional client support or escalation
• Maintain up-to-date training materials and strive to improve customer understanding
• Keep abreast of updates to applications and procedures
• Participate in appropriate professional learning courses
• Participate in meetings and training, including those associated with vendor user groups
• Maintain awareness of operating procedures and the environment of the team
• Other duties as assigned

Preferred Qualifications

• Knowledge of student information system (SIS) software used the client
• Knowledge of the client applications including WISEdata Portal, WISEid, WISEdash and Ed-Fi Credential Application Preparation and maintenance of documentation and training materials
• Understanding of application programming interface (API) technologies
• Knowledge of data warehousing and reporting
• Assist WISEdata product owner in identifying state reporting process improvements through business process analysis
• Provide on-site or virtual training when appropriate