Customer Success Specialist - West Coast

About The Princeton Review : The Princeton Review is a leading tutoring, test prep and college admission services company.

Every year, it helps millions of college and graduate school-bound students achieve their education and career goals through online and in person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House.

Its Tutor.com brand is the largest online tutoring service with a community of more than 4,000 expert tutors and nearly 26 million one-to-one tutoring sessions completed.

The Princeton Review is headquartered in New York, NY. The Princeton Review is not affiliated with Princeton University.

Overview :

Interested in working with educational partners across the country to support students in achieving their academic goals?

Join The Princeton Review Institutional team! Within the organization, the Institutional team is focused on providing the highest quality tutoring and test preparation products and services to learners of all backgrounds through direct partnership with schools and districts, colleges and universities, employers, public libraries and more.

We are proud to partner with thousands of institutions in providing educational services to learners in their communities and supporting their missions of promoting opportunity and equity through access.

We are looking for exceptional candidates passionate about customer success and educational technology to support our institutional partnerships.

The CSS’s primary focus will be working with assigned partners in the eastern U.S. to deploy and support our High-Dosage Tutoring and On-Demand tutoring solutions (powered by Tutor.

com) for smaller clients and supporting key accounts with an account manager. The CSS will be part of a collaborative team committed to developing proactive, highly effective relationships with our partner institutions and delivering outstanding service that guarantees student engagement and customer satisfaction and retention.

Major Responsibilities :

• Consult with school district customers on best practices to engage eligible students with on-demand and / or high-dosage tutoring services within their educational community.
• Coordinate directly with classroom teachers, managing day-to-day logistics of high-dosage tutoring programs, including :
• session schedules
• availability of space and technology for students
• student progress reports and usage data
• communicating about changes or concerns
• Travel throughout Western U.S. (primarily the greater Los Angeles area) will be required for on-site client meetings, conferences, and in-person presentations with teachers, administrators, parents, and students (approx.

75% in a typical year, affected by seasonality).

• Ensure timely and knowledgeable responses to ongoing customer inquiries.
• Cultivate and maintain consistent relationships with primary program contacts and other key stakeholders.
• Analyze client usage reports to identify trends and track client health and performance.
• Prepare customized reports and analysis to help clients understand the value and impact of their service on their institutional initiatives.
• Partner with the account manager to support key partnerships and provide day-to-day support, reporting, and administrative needs.
• Foster account retention and growth, using sound Customer Success principles, and supporting opportunities for purchasing additional products and services.

Education, Background, Experience & Qualifications :

• Candidate MUST :
• Be bilingual (English / Spanish).
• Live in the greater Los Angeles area and have reliable transportation.
• Have achieved a bachelor’s degree and 1-3+ years’ work experience in a customer-service-related field or position.
• Demonstrate an eagerness and ability to own’ customer relationships and advocate for the customer’s needs.
• Demonstrate excellent communication skills, including strong written, verbal, and presentation skills.
• Be a creative, collaborative thinker with an ability to learn new things, assess problems and quickly identify proactive solutions.
• Demonstrate computer proficiency including Microsoft Office and understanding of internet services.
• Be an independent thinker with high energy and a positive attitude.
• Possess the ability to interact effectively with peers, including internal operations and remote employees, in a team-oriented environment.
• PREFERENCE given to candidates who :
• Have experience working with educational technology solutions.
• Have worked in K12 schools or school districts.

Salary : $55,000 - $65,000 per year, based on a 40 hour work week.

The Company also provides eligible employees with a variety of benefit programs, generally including health, dental, and vision insurance, flexible spending accounts, health savings accounts, 401k plan with company match, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work

Please note that the above-referenced position can be performed anywhere in the United States except in the following states : Arkansas, Idaho, Mississippi, North Dakota, Rhode Island, South Dakota and Wyoming.

The Princeton Review is an equal employment opportunity employer. The Princeton Review’s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, marital status, disability, military status, genetic information, or any other basis protected by applicable law.

The Princeton Review also prohibits harassment of applicants or employees based on any of these protected categories. It is also The Princeton Review’s policy to comply with all applicable laws respecting consideration of unemployment status in making hiring decisions.

The Princeton Review is a drug free workplace.