ABOUT LANGUAGE TESTING INTERNATIONAL

With 30 years of experience as the exclusive provider of ACTFL assessments, each year LTI delivers hundreds of thousands of language proficiency tests to companies, academic institutions, government agencies and individuals. LTI provides the language credential that businesses want and individuals need.

JOB DESCRIPTION

The Customer Success Specialist is responsible for owning the implementation and launch of new customers to our services. This position is a part of the Customer Success team but works with multiple departments within the organization including Sales, Product, Technology, and Marketing. The role of the Customer Success Specialist is to provide seamless and personal onboarding and launch experience for new customers, while streamlining processes and maintaining a successful, low maintenance customer success model.

RESPONSIBILITIES

• Act as a subject matter expert for our products, including developing documentation related to customer training and user guides which may include creation of videos.
• Develop expertise in all products and solutions that we provide and be able to train and clearly explain the benefits and functionality of each solution.
• Help clients determine which of our products best suits their specific needs.
• Maintain accurate records and provide pertinent reporting about customers’ first 90 days of service using Salesforce.
• Host virtual onboarding and training sessions for clients and develop new training materials for customers.
• Demonstrate sound judgment and initiative to satisfy and serve external and internal customers and stakeholders.
• Provide superior customer support via email and telephone to our customers.
• For existing customers, provide re-training (as needed) and first level support for product and technology issues.
• Collaborate with the Customer Success Manager on outreach strategy to increase customer engagement, maintaining high levels of customer retention.
• Work with internal team to gather insight about customer behavior and product feedback to fuel customer success and company’s growth.
• Handle administrative tasks such uploading customer contracts, vendor registration, sales quotes, and providing Certificate of insurance (COI) to customers as needed.
• Provide follow up to new inbound leads including completing the entire sales cycle so they create an account.
• Handle the new account set up process from start to finish.
• Review and confirm proper assignment to sales reps for all inbound marketing leads via Salesforce
• Other duties as assigned by your manager.

EDUCATION & EXPERIENCE

• Bachelor’s degree required
• 2-3 years of experience in implementation, customer success and/or account servicing
• Knowledge of language assessments or education highly desirable

KNOWLEDGE, SKILLS & ABILITIES

• Experience working with Salesforce.com or other CRM (customer relation management) tools
• Experience working with MS Office applications
• Very good working knowledge of the Internet and web-based applications
• Creative problem-solver that can envision and articulate solutions to complex customer problems and issues
• Consistently demonstrates the ability to express both oral and written thoughts and ideas clearly and concisely
• Entrepreneurial approach that builds and nurtures strong and lasting relationships both internally and externally
• Experience in developing and delivering, via phone and email, web-based training for customers
• Excellent ability to multi-task
• Detail-oriented
• Consistently demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
• Well organized
• Must work well across multiple teams: sales, product, technology, marketing and customer support

EQUAL OPPORTUNITY EMPLOYER:

As an equal opportunity employer, Language Testing International is committed to creating a diverse and inclusive workplace where all employees are valued, respected, and empowered to succeed. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other characteristic protected by applicable law. We believe that diversity strengthens our team and enhances our ability to innovate and serve our customers effectively. We actively encourage individuals from all backgrounds to apply for employment opportunities with us and strive to provide reasonable accommodations for qualified individuals with disabilities. Join us in our mission to build a culture of inclusivity, where everyone has the opportunity to thrive and contribute to our shared success.