Job Description

JOB DESCRIPTION: We are currently looking for a candidate who can contribute his/her own expertise in Customer Success to our team to ensure high levels of customer growth and retention. This candidate is someone who is passionate about education, supporting educators, and can facilitate engaging training sessions that encourage user adoption of our solution. The ideal candidate for this position has excellent customer management skills, with efficient execution of customer queries, maintaining high service standards and customer satisfaction. Kloud-12 values and utilizes teamwork on a daily basis, and this candidate should be an exceptional team player who is positive, driven, and has a strong work ethic with a customer-first mentality.

Kloud-12 develops and sells a proprietary 360° classroom camera solution and a voice amplifying classroom audio system. You will be responsible for learning how the system works in order to best support our customer base and the company's expanding sales efforts. Our users are primarily K-12 public school teachers.

SPECIFIC OUTCOMES THAT MUST BE ACHIEVED IN THIS ROLE.

• Professionally deliver engaging product training and professional development to customers (on-site and virtually).
• Build customer relationships with applicable academic staff members.
• Proactive outreach relevance - Work to understand how our products best support schools, in order to provide quick and efficient guidance and recommendations to effectively use the tools and camera solution at scale
• Proactive outreach at scale – Help produce and execute a proactive communication plan to customers with topics that represent specific trends, new/changing requirements, promote new features or address recurring challenges to ensure the outreach is meaningful and customers derive value
• Effectively manage customer inquiries that are outside of team scope, ensuring proper routing to the right team and issue addressed in a timely manner, ultimately owning customer interaction and resolution
• Follow up on all actions agreed with the customer promptly
• Proactively schedule quarterly check-ins with an assigned group of customers, conducting client meetings to communicate best practices, successes, and data results
• Drive continuous product value
• Develop product use-cases with customers
• Make timely and detailed notations of customer interactions into the CRM database.

CORE POSITION COMPETENCIES REQUIRED TO SUCCEED.

• You are passionate about education.
• You have a desire to positively impact the growth and development of K-12 teachers.
• You believe that video-based reflection is extremely effective.
• You keep your commitments and deliver on commitments in a timely manner.
• You are self-motivated and enjoy being a team contributor.
• You can work independently and work well with others.
• You have excellent verbal and written communication skills.
• You are able to teach people how to use new technology in an encouraging way.
• You are someone people listen to.
• You like to engage with people and help solve problems.
• You are a positive and persuasive person.

CORE CULTURAL COMPETENCIES OF KLOUD-12.

• We have a strong work ethic and take pride in our work.
• We act with high integrity. We keep our word and act with honest intent.
• We produce high quality work.
• We are persistent. We do not quit.
• We meet deadlines and keep commitments. Customer commitments are never broken.
• We don’t like avoidable surprises. We communicate early and often to avoid this.
• We take 100% responsibility for our actions, not more, not less.
• We are collaborative and like to work together.
• We enjoy what we do.
• We trust each other and are confident when we turn a project over to a team member that it will be handled with the highest level of customer satisfaction.

EXPERIENCE YOU WILL FIND VALUABLE IN THIS ROLE.

• You have experience working in K-12 education, with experience using a classroom camera preferred, but not required.
• You have facilitated large meetings or trainings, both virtually and in person.
• You have delivered high quality customer service.
• You learn new things and quickly assimilate them into practice.
• You are comfortable teaching others and supporting them with new information and skills.
• You have experience with Google Workspace (Docs, Sheets, etc.).
• You have been successful building relationships with varying levels of leadership in educational institutions and systems.

REQUIREMENTS

• Ideally you hold a BA/BS degree or higher in Education and have classroom teaching experience.
• 3+ years of work related experience.
• Necessary experience, skills and a desire to excel in this role.
• Some travel will be required.

Company Description

Based in vibrant Atlanta, Kloud-12 is a leading provider of video and audio technology solutions for education. Our vision is simple – we believe that one day there will be a camera in every classroom. The effective use of video in the classroom empowers teachers and instructional coaches to reach new heights. We know that inspired teaching results in thriving students and a brighter future. Our team is composed of educators and veteran education technology leaders. Our exclusive software and hardware solution is designed specifically for schools of all sizes, and is packed with the most in-demand features in education. Our solution is incredibly easy to use and never gets in the way of instruction and learning. We are affecting amazing outcomes for all our valued educators, students, parents and administrators. We are always looking for new team members who share our passion. If that sounds like you, please reach out to us today.