The Account Specialist is a member of our Accounts Setup Team and reports to the regional Executive Account Manager. We're looking for applicants with at least one year of work experience - quick learners ready to kick-start their careers.
You'll be responsible for setting up online accounts for our digital education product, i-Ready. You'll be supporting customers and the Account Management Team, which will make you a key member of the service organization. You'll be the first person a new customer encounters on the team, and will be charged with conveying the high level of dedication that the entire service team will bring to the account. Throughout the school year, you'll assist the Account Manager in preparing and analyzing customer data and helping to ensure that customer implementations go smoothly and effectively for teachers and administrators. We are looking for someone who has excellent customer service skills and strong data analysis and Excel skills.
The impact you'll have:
Working with new customers to obtain the necessary information (including account setup forms) to ensure the proper setup of accounts
Setting up accounts using consistent processes
Troubleshooting Excel files and onboarding customer Excel workbooks into our online system
Providing account setup support for incoming calls and emails from customers
Working with customers to set up automatic data imports
Preparing and analyzing customer growth and usage data to better inform customers of their success
Serving as the Account Manager for smaller accounts, review assigned accounts on a regular basis, completing check-ins, and providing account and product support for these customers
Addressing customer concerns and ensuring the resolution of issues in a timely manner, with follow-up when appropriate
Scheduling and hosting customer phone calls/meetings or GoToMeetings
Providing support as needed by Account Managers
What we're looking for:
College degree (Education or Marketing/Business preferred)
1+ years of work experience, preferably in customer service
Strong communication (verbal & written) skills and excellent phone skills
Ability to maintain accuracy and attention to detail in a fast-paced environment
Experience analyzing, organizing, summarizing, and presenting data
Strong organizational and time-management skills
Demonstrated integrity, ethical standards, and a professional demeanor
A team player who works productively and cooperatively with a wide range of people and disciplines
A self-starter and disciplined professional
Ability to work independently with some direction
Ability to multi-task and to prioritize tasks on a daily basis
Problem solving and analytical capability
Proficient in the use of a computer, including the following applications: Excel (strong Excel skills) Outlook, Word, CRM tools, GoToMeeting
Location: This position is based in our Billerica, MA office (northwest suburb of Boston). Need a ride to our office from the city? Our shuttle picks up from a number of Boston area "T" stops.
Compensation & benefits: Competitive salary with great benefits including health, dental, and vision insurance, employer contributed 401K, and onsite fitness center and caf.
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