Customer Success Advocates at Prenda bring the Prenda Core Values to life by providing a connected, personalized, high quality experience as a customer’s primary point of contact during the first year post-application. The focus of this role is onboard, educate, support, retain, and grow Prenda customers (Guides).

Day to Day Responsibilities:

• Manage the lifecycle and health of assigned customers (roughly 100).
• Be your customers’ greatest advocate — Voice customer concerns and collect feedback for product (and process) improvements.
• Be a team player — Work cross-functionally with Prenda teams.
• Manage and monitor assigned customer accounts, acting as the customer's main point of contact
• Be an active contributor to overall customer retention goals
• Constantly be on the lookout for new opportunities to innovate and improve the customer experience.
• Proactively work to identify at-risk customers and offer possible solutions
• Manage high amounts of data with thoroughness and accuracy to monitor large cohorts
• Utilize technology to reach high customer volumes.

Desired Qualifications:

• 2+ years experience in working with high volumes of customers in a success-focused, autonomous environment with high levels of responsibility and accountability
• Entrepreneurial mindset
• Strong analytical skills with a demonstrated ability to turn data into decisions
• Exceptional writing, communication, organizational and time management skills
• Able to approach difficult customer conversations with grace and professionalism
• Self-starter, resourceful and solutions-oriented
• Knowledge of customer success strategies - retention and advocacy
• Availability during 9a-5pm. We can not accommodate hours outside normal business hours.
• Familiarity with customer relationship management software + learning management systems and practices

Helpful to have

• Experience in public education- teaching or administration
• Experience creating and executing trainings and presentations
• Experience in addressing level-one technical support concerns
• Experience in sales
• $42,000/annual salary