Customer Success Specialist

Job Overview:

We are seeking a Customer Success Specialist responsible for managing designated customer segments in the education field (including educational training institutions, primary and secondary schools, vocational colleges, etc.), gaining an in-depth understanding of the needs of the education industry and pain points in teaching scenarios, ensuring that customers continuously derive maximum teaching value and management benefits from educational SaaS products, establishing long-term and stable customer partnerships, and providing core support for the growth of the enterprise's education sector business.

Core Responsibilities:

1. Customer Onboarding and Educational Scenario Enablement

• Assist educational institutions/schools in completing the deployment of the educational SaaS product, account configuration, customization of teaching scenarios, and other launch-related tasks. Ensure teachers and administrators quickly master product usage skills and clearly understand the product's core value in scenarios such as classroom teaching, post-class management, and student tracking.
• Provide scenario-based product usage training (e.g., modules for online teaching functions, teaching data analysis, learning progress management) and guidance on education industry best practices. Drive customers to fully utilize product features to address teaching pain points and enhance teaching and management efficiency.

2. Education Industry Customer Relationship Management

• Establish and maintain close collaborative relationships with key decision-makers and users at educational institutions/schools, such as management and core teaching staff, acting as a trusted application consultant for clients.
• Regularly communicate and liaise with customers to gain an in-depth understanding of their teaching reform goals, school administration needs, and feedback from teachers and students. Act as the customer's advocate within the company to ensure the product deeply aligns with educational scenarios.

3. Teaching Value Delivery and Renewal Facilitation

• Continuously monitor customer product usage (e.g., teacher activity, frequency of classroom application, depth of data utilization). Proactively identify opportunities to enhance teaching value (e.g., optimizing teaching models, deepening learning analytics), promptly resolve application obstacles, and ensure customers achieve their expected teaching objectives and management outcomes.
• Identify signals for contract renewal. Collaborate closely with the sales team, considering the education industry's budget cycles and procurement rhythms, to ensure smooth completion of the renewal process.
• Explore cross-selling and upsell potential within accounts, such as grade-level expansion, multi-campus deployment, and feature module upgrades. Drive deeper product adoption to increase customer lifetime value.

4. Educational Scenario Problem Resolution and Support

• Coordinate internal teams (e.g., technical, product, educational research) to respond promptly and efficiently resolve various issues encountered by customers regarding teaching applications, system operations, data security, etc.
• Follow through on the entire problem resolution process to ensure the user experience for teachers and students remains unaffected. Document and summarize common solutions for educational scenario issues.

5. Data Analysis and Education Industry Risk Management

Analyze customer product usage data (including usage frequency, feature adoption rates, effectiveness of teaching data application, etc.). Identify churn risks by considering factors such as changes in education policies and academic semester cycles. Develop targeted intervention strategies (e.g., additional teaching training, customized feature support).

6. Suggestions for Optimizing Educational Products and Service Processes

Systematically aggregate customer feedback regarding product optimization suggestions and educational feature needs from teaching scenarios. Collaborate with product and educational research teams to drive iterations of SaaS product features and optimization of service processes, thereby enhancing the product's alignment with educational scenarios.

Qualifications:

1. Educational Background

• College or bachelor’s degree or above; majors in Education, Educational Technology, Information Management, Business Administration, or related fields preferred.
• Advantage: Relevant background in the education industry (schools, educational institutions, edtech companies) or familiarity with SaaS products.

2. Work Experience

• 1–3 years of experience in customer service, customer success, educational product application support, or sales within the education industry.
• Preference given to those familiar with SaaS product application scenarios, procurement processes in the education sector, and service models.

3. Core Competencies

• Communication & Coordination: Excellent verbal and written communication skills, adept at building trust with clients at different levels such as school management and teachers, and effective in cross-team collaboration.

• Problem-Solving: Strong analytical thinking and problem-solving skills, capable of promptly addressing unexpected product usage or teaching application issues in educational settings.

• Customer Orientation: Deep understanding of pain points and needs in the education industry, with strong empathy and a customer-success mindset. Highly responsible and focused on improving teaching outcomes for clients.

• Learning Ability: Enthusiastic about educational technology, SaaS products, and new developments in education policies. Able to quickly grasp the core logic and teaching application methods of educational products.

• Organizational Management: Good time management and multitasking abilities, capable of effectively planning customer service progress for education clients (e.g., support at the beginning of the semester, data summarization at the end of the semester).

Preferred Qualifications

• Familiarity with educational CRM systems (e.g., Salesforce Education Cloud) or customer success management platforms
• Strong English communication skills (both verbal and written), capable of meeting the needs of international schools or bilingual education institution clients
• Possession of education technology-related certifications (e.g., EdTech certification, teaching certificate, etc.)

Language Requirements:

1. Fluency in English and Mandarin is mandatory.
2. Cantonese is a significant plus (for the Hong Kong market).