Sagence Learning is seeking an energetic, service-oriented problem solver to enhance the user experience for our growing client and user base. The Customer Success Associate reports to the Manager of Quality Assurance and Systems Integration and is an integral member of the entire Sagence Learning organization. The incumbent will be nimble, a quick learner, and eager to success in a fast paced environment. This is a full-time position, and the incumbent is expected to work a minimum of 40 hours per week and, on occasion, outside of normal business hours.
Location:
The incumbent must be in the DC area and able to travel to Golden Triangle neighborhood in downtown DC. Our offices are located steps from the red, blue, and orange lines, as well as other public transit options.
Key Responsibilities
• Build sustainable relationships with clients by anticipating needs
• Manage client service support desk
• Assist clients in troubleshooting platform issues
• Gather complete information regarding client requests and issues
• Provide accurate and direct answers to client product questions
• Facilitate communication between clients and internal Sagence teams
• Contribute to self-service knowledge base
• Iterate and improve service offerings
• Expand digital assets including video, audio, and web
• Manage content library
• Improve content maintenance channels
Key Requirements
• Bachelor Degree or higher
• Commitment to service excellence
• Strong problem solving, analytical and communication skills
• Ability to quickly learn new technology, processes and systems
• Exceptional judgment
• Willingness to go above and beyond to meet client needs
Preferred Experience
• SaaS experience
• Higher education or education services experience