About the CareerCraft

CareerCraft helps school districts plan and implement college and career readiness programs. Our online platform streamlines data collection, protects data integrity, and automates college, career, and military readiness and career and technical education (CCMR and CTE) calculations with visualizations. Our technical assistance helps with business partnership development, labor market analyses, high-quality CTE/pathway implementation, and P-TECH program planning.

Customer Success Responsibilities

Serve as the main point of contact and build relationships with our school district clients through the various life cycle milestones (onboarding, nurturing and renewal)

Onboard new customers by leading the scheduling and delivery of training and working with internal and external teams to facilitate data integrations & platform setup and configuration
Manage the customer through onboarding and to the nurturing stage by conducting regular check-ins
Communicate with multi-layer stakeholders, providing ongoing support, monitoring usage and sharing best practices to drive engagement
Throughout the year you will ensure CareerCraft continues to deliver value for school- and district-level users
Remain flexible to customer needs and monitor issues to ensure they are solved within a timely manner
Provide routine customer feedback surfacing common issues, praise, and complaints, to our Sales and Engineering Teams, collected during the various customer engagements
Continuously define and document problems and challenges faced by our districts
Keep account records and notes updated in our CRM (Copper)
Develop and monitor success metrics and goals for customer platform engagement and usage

Customer Support Responsibilities

Provide first-line support for customer inquiries via phone, email, and chat
Troubleshoot and resolve technical issues related to the CareerCraft platform
Escalate complex issues to the appropriate teams when necessary
Maintain a comprehensive knowledge base of FAQs and common issues
Develop support documentation and training materials
Monitor and respond to customer feedback across various channels
Participate in regular team meetings to discuss support trends and improvement opportunities

2+ years experience in implementation and customer success for SaaS company and/or experience working with SaaS tools in an education setting
3+ years in K-12 education or higher education setting
1+ years of customer support experience, preferably in an education technology environment
Experience working in a remote environment
Strong interpersonal skills (patience, active-listening, enthusiasm, empathy)
Project management skills (understand task dependencies/sequence and manage of tasks, time management)
Positive attitude — you can stay optimistic in high stress situations
Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it
Ability to maintain a high-level of customer satisfaction
Excellent written and verbal communication skills
Proficiency in using customer support tools and ticketing systems
Ability to multitask and prioritize in a dynamic support environment
Occasional travel - based on customer needs with meetings and trainings some travel may be required

Benefits

401K with matching
Medical, dental and vision insurance
Paid parental leave
Remote working conditions
Unlimited vacation (team members are encouraged to take at least 4 weeks off every year)

CareerCraft remote jobs

Labor Market Analysis Intern

Customer Success Manager & Support Specialist

Executive Assistant and Sales Pipeline Manager