About Authentica Solutions

Company Overview:

Authentica Solutions is a leading provider of innovative data solutions for the education sector. Our Education Intelligence Platform empowers educational institutions, including K12 school districts, higher education organizations, and key EdTech partners with data-driven insights to enhance student outcomes.

Job Summary :

We are seeking an experienced and dynamic Technical Customer Support (TCS) to join our team. The ideal candidate will be responsible for the delivery of high-quality service and support to customers. You will act as a trusted advisor, advocate, and strategic partner to our customers, helping them maximize the value they receive from our solutions. Initially, you will also contribute to the development and implementation of support strategies, helping set-up tools used in support request management and establishing service metrics to drive continuous improvement in service delivery. You will be an integral part of the success of the organization, handling escalated issues and collaborating with other departments to enhance the overall customer experience. This role requires a deep understanding of customer needs, strong relationship-building skills, and a drive to maximize customer satisfaction, retention, and loyalty by ensuring that the support team meets or exceeds performance standards and customer expectations.

Key Responsibilities

Customer Relationship Management:

• Build and maintain strong, long-lasting relationships with key stakeholders.
• Serve as the main point of contact for customer support issues, escalations, and inquiries.
• Conduct regular check-ins and business reviews with customers to ensure their ongoing success and satisfaction.

Support and Issue Resolution :

• Work closely with other support team members to address and resolve customer issues in a timely and effective manner.
• Investigate inbound support requests to identify and resolve data anomalies or other common issues
• Identify trends and customer experience challenges and collaborate with cross-functional teams to implement solutions and improve product offerings.

Customer Advocacy:

• Act as the voice of the customer within the organization, providing feedback to product, development, and sales/ marketing teams.

• Advocate for customer needs and priorities, ensuring their requirements are considered in product development and enhancements.

Customer Success Planning and Strategy :

• Develop and execute customer success plans that align with customer goals and objectives.
• Monitor and analyze customer health metrics, identifying opportunities for upselling and cross-selling.
• Implement strategies to increase customer retention, loyalty, and overall satisfaction.
• Create templates for customer updates, including adhoc report creation when needed.

Team Leadership and Mentorship:

• Mentor and support junior CSMs, sharing best practices and providing guidance on customer management.
• Lead by example, fostering a customer-centric culture within the team and organization.

Support Customer Acquisition and Onboarding:

• Collaborate with the Account Management team members as they onboard new customers, ensuring a smooth transition and effective adoption of our products.
• Contribute to resource planning for new customers, as needed.

Qualifications:

• Bachelor's degree in Business, Education, Technology, Marketing, Communications or a related field.
• 5+ years of experience in customer success, account management, or a related role, preferably in the education software or technology industry.
• Foundational understanding of relational data sets, with the ability to write basic queries to interrogate data.
• Proven track record of managing and growing customer accounts.
• Strong problem-solving skills and the ability to handle complex customer issues.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Demonstrated use and proficiency in CRM software and customer success tools.
• Ability to work independently and as part of a team, managing multiple priorities and deadlines.
• Strong analytical skills and attention to detail.

Join Authentica Solutions and be part of a dynamic team that's shaping the future of education through data-driven insights. If you are passionate about solving complex problems, building scalable data platforms, and making a positive impact on education, we encourage you to apply!

Authentica Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetics, disability, age, or veteran status. We provide a workplace free from discrimination and harassment, and where employees are treated with respect and dignity. Our employment decisions are based on business needs, job requirements, and individual qualifications.

We encourage candidates from all backgrounds to apply, as we believe a diverse workforce brings a variety of ideas, perspectives, and experiences that enhance our ability to meet the needs of our customers and drive innovation. If you meet most but not all the qualifications please apply and let us know why you believe you would be a great fit.

Applicants must be authorized to work for any employer in the United States. We are unable to provide sponsorship or assume responsibility for employment Visa sponsorship