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Houston, Texas, US
SUMMARY: The Customer Support Content Specialist, reporting to the Customer Support Manager, will be responsible for effective service and support to customers with a specialty in curriculum content. This role will primarily support business initiatives by providing content and feedback support. Additional responsibilities include implementation support, product troubleshooting, and delivering solutions to the multitude of questions and needs customers present to us. ESSENTIAL DUTIES AND RESPONSIBILITIES: Participate in building and maintaining a highly professional Customer Support Team Maintaining Key Metrics to ensure a consistent and positive customer experience Manage customer cases in SalesForce.com to provide customer support representatives are responding timely and thoroughly to resolve customer issues Ensuring customers implement Company products with fidelity to generate an exceptional customer experience. Resolving and minimizing escalated consumer issues. Conducting professional development and training of the service delivery team to meet and exceed client expectations. Working with other departments to ensure we provide adequate and timely resolution for all customer inquiries Facilitating information between various groups and departments – Sales, Training, Curriculum, Marketing, Product Management, and Accounting - to maintain accuracy and consistency Demonstrating teamwork, dedication, and a commitment to excellence   Participating in product training to build a working knowledge of all divisional programs and services Additional responsibilities as requested COMPETENCIES: Excellent written and oral communication skills Highly effective at communicating with clients and senior management Strong operations management and relationship management skills Demonstrated ability to analyze and evaluate the business process to identify and implement appropriate solutions Learn and adapt quickly Must have solid organizational skills and be able to multi-task, prioritize and meet deadlines Must be a team player Problem Solving - Identifies and resolves problems on time; gathers and analyzes information skillfully; develops alternative solutions Able to work under deadlines and be personable, even under pressure COMPUTER SKILLS:                                             Advanced proficiency in Microsoft Office products, including Excel, PowerPoint, Word, and Outlook Must have excellent computer skills. Working knowledge of CRM systems (SalesForce.com preferred) EDUCATION AND/OR EXPERIENCE: ·Bachelor degree preferred 6 to 1 year prior experience in providing customer service PHYSICAL DEMANDS:  Physical demands of the position will include mobility throughout the day, lifting, reaching, and carrying materials associated with the preparation, distribution, demonstration, use, and maintenance of various materials and equipment for events and showcases. Occasionally, more rigorous activity is associated with field experiences or other program activities. While performing the duties of this job, the employee may occasionally work evenings and weekend hours. Must be able to travel in and outside Houston, TX, for conferences, events, showcases, and training sessions. WORK ENVIRONMENT:  The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
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Houston, Texas, US
SUMMARY: The Accelerate Learning's STEMscopes Inside Sales team serves the public, private and charter school communities across the country. If you are a goal-driven, solutions-oriented team player with a passion for K-12 STEM education, then we want to meet you! In this role, you will build a pipeline of new business and drive sales of the award-winning STEMscopes Science curriculum while also growing existing partnerships with current customers in your assigned territory. You will own your accounts and the entire sales process from initial outreach until the order is placed, and you’ll do it all with support from a team invested in your success.  Successful reps quickly develop expert-level product knowledge and are confident interacting with everyone from superintendents to classroom teachers. If you want to help schools, teachers, and (most importantly) students succeed in science, then this is the perfect role for you! ESSENTIAL DUTIES AND RESPONSIBILITIES: Maintain product expertise, including updates, changes, etc. Create and execute a sales plan and territory strategy to meet goals Hold effective consultations, presentations, and other customer meetings via video conferencing Explain product features/benefits/pricing, make recommendations, answer questions and overcome objections Make outbound phone calls (including cold calls) to drive sales and stay in touch with customers Conduct effective email communication to drive sales and respond promptly to inbound emails Build and maintain pipeline of qualified opportunities through prospecting activities such as cold-calling, emailing outreach, etc., and update the CRM regularly based on customer interactions Generate multiple quotes for customers and facilitate through to final sale Know territory’s key accounts, conferences, events, competitors, market trends, etc. Penetrate all assigned accounts to grow existing customer base Service current customers to ensure satisfaction, results, and renewal, and growth Respond to inbound leads promptly and convert Participate actively in team meetings and meet regularly with sales manager Contribute to positive team culture by sharing our strengths, focusing on solutions, being present, and asking for help when you need it Perform other duties as assigned REQUIREMENTS: Ability to build and maintain lasting relationships with clients Excellent listening skills Ability to process new information quickly Flexibility and adaptability, not afraid of change Must be successful at multi-tasking, setting priorities, and meeting deadlines Strong self-initiative and attention to detail High energy and an engaging level of enthusiasm Proficient written and oral communication skills Ability to work as an individual and be a cooperative contributor in the team setting Capable of contributing to a positive team culture High level of integrity and work ethic Interest in STEM education, especially K-12 Science Maintains a positive “can do” attitude Insatiable desire to win COMPUTER SKILLS: Highly proficient in Microsoft Office suite and Google Office Suite CRM (ie. Salesforce) experience preferred but not required Virtual meeting platforms (ie. Zoom) Comfortable learning new computer and web apps, plugins, and extensions quickly EDUCATION AND/OR EXPERIENCE: Bachelor’s degree or higher One year of sales experience preferred but not required Teaching or education leadership experience preferred but not required PHYSICAL DEMANDS: Primarily must be able to work in front of a computer for prolonged periods of time. Other physical demands of the position include mobility throughout the day as needed to attend meetings and periodic conference presentations. While performing the duties of this job, the employee may be required during evenings and weekend hours. Must be able to travel in and outside of Houston, TX for conferences, events, showcases and trainings.
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