Accountabilities:

• Support Tier 3 level faculty by responding to faculty email and requests in a queue-based system

• Respond effectively to inbound customer inquiries and concerns

• Coordinate scheduling virtual meetings for Customer Success Managers

• Support Customer Success Mangers by assisting with initiatives, completing tasks, and updating internal product/process documentation

• Enact established customer journeys

• Monitor product usage to identify intervention opportunities

• Identify churn risks and upsell opportunities for sales team

• Serve as a product expert by staying up to date on product offerings

• Document faculty interactions and market feedback

• Facilitate answering internal product questions

• Assists internal teams with making edits to customer facing product training materials and resources

• Assists stakeholders by entering data, creating spreadsheets, and updating presentations/reports

• Look at requests from faculty, answering emails and resolving tasks

• Other adhoc tasks assigned

Corporate Values:

1.       Passion For Winning

2.       Boundarylessness

3.       Customer Focus

4.       Innovation

5.       Valuing People

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
• Must have at least 2 years relevant experience
• Excellent communicator (both written and verbal), and strong presentation skills
• Knowledgeable in Microsoft Word, Excel and PowerPoint
• Familiarity in different CRM tools
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Additional for internal applicants:

1.       Minimum of 24 months in his/her current role; High Potential candidate for a leadership/support role.

2.       Endorsement from Supervisor and BU stakeholder

3.       Completion of Yellow belt Six Sigma online course

4.       Lead a successful CIM project (JDI. RIE), RPA/Automation project signed off by manager.

5.       Completion of required Skillsoft/facilitator-led training pre-determined by HR, Division Management team or BU.

6.       Monthly KPO consistently hitting or exceeding the target.

7.       No Attendance Issue.

8.     PDP score should either be 1 or 2 from previous year.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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