Customer Success Analyst at Longhorn Publishers

Duties and Responsibilities

1. Strategic account management for key eLearning partnerships
2. Providing product specialist knowledge, demonstration, and/or training services to clients(schools)
3. Serve as a technical subject matter expert who applies technical knowledge to guarantee exceptional customer experience.
4. Contributing to developing high quality eLearning solutions through requirements gathering and other business analysis activities
5. Understand and be able to effectively communicate the full range of products and services offered through Longhorn eLearning
6. Be the voice of the customer, ensuring that their needs are at the forefront of our efforts and help our team iterate and improve on our eLearning offerings.
7. Keeping abreast of latest eLearning platform releases, features and news and ensuring these are communicated to the wider product team and any other cross-functional teams
8. Acting as an advocate for e-learning solutions and platforms to internal audiences and clients
9. Track and analyze technology needs by examining learner & teacher satisfaction levels on Longhorn’s eLearning platform.
10. Develop a comprehensive client onboarding plan
11. Offering technical support to clients identifying gaps and content requirements on the eLearning platformTo apply, send your CV and cover letter to

Qualifications & Experience

• A minimum of 2 years’ hands-on experience in a technical support capacity, supporting customers using an Enterprise Software, SaaS or CaaS solution in a fast-paced startup or corporate culture
• A demonstrable history of meeting and exceeding revenue targets through renewal discussions, upselling and cross selling
• Exceptional presentation skills and the confidence to lead product demonstrations in a wide variety of school ecosystems, dealing with decision makers and end users(learners) alike
• Ability to identify and cultivate strategic relationships within customer accounts, as well as the ability to understand, define and communicate customer requirements, skills gaps and short term & longterm strategies to address.
• A creative approach to problem solving within assigned customer accounts – delivering new ideas and opportunities for growth.
• Knowledge of current educational technology practices, theories, and emerging trends and technologies that support teaching and learning preferred
• An excellent work ethic and attention to detail
• Technical experience in writing basic code, code, debugging basic platform queries and frontend development is an added advantage