Customer Experience Lead
P
PressbooksEdTech, Publishing
Canada-wide remoteFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementData AnalysisCustomer SuccessGoogle WorkspaceRelationship buildingAccount Management
Requirements
- Bachelor’s degree in Business, Education, Technology, Communications, or a related field.
- 5+ years of proven experience in customer success, account management, program or instructional support, or institutional publishing.
- Experience designing, running, and reporting on client or user research.
- Excellent written communication skills with the ability to summarize complex decisions and reasoning.
- Strong facilitation skills, including the ability to manage disagreements and record decisions fairly.
- Strong analytical skills with experience using data to inform strategy and set priorities.
- Proficiency with Google Workspace applications.
- Excellent interpersonal, presentation, and collaboration skills.
- Strong organizational and project management skills with the ability to manage multiple priorities.
Responsibilities
- Build and grow client publishing programs by engaging with authors and setting success goals.
- Manage client relationships post-onboarding, including conducting check-ins and facilitating training through webinars and workshops.
- Analyze customer usage, conduct CSAT surveys, and measure NPS to improve solutions.
- Convene quarterly prioritization sessions with product and UX teams to guide development decisions.
- Advocate for client needs internally to inform product, sales, and marketing strategies.
- Develop customer champions and showcase success stories through various collaborative channels.
- Identify growth opportunities within accounts for upsells and add-ons.
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