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Senior Customer Success Engineer

Rosetta Stone Inc.

This is a Full-time position in Concord, MA posted May 26, 2020.

Location: Concord, MA

Senior Customer Success Engineer

With a work environment that encourages and nurtures creativity, great ideas take flight and become products and services built from the bottom up. Working for Rosetta Stone or Lexia, a Rosetta Stone Company, means that your opportunities are limitless.

There’s an amazing energy here. It’s the feeling that we’re doing something unique, unexpected, and beneficial, and it permeates everything we do.

We are dedicated to helping people change their lives through the power of language and literacy education. Join our passionate, energetic, and international team and add your talents to Who We Are!

Position Overview:

Lexia’s Customer Success team is seeking an experienced Senior Customer Success Engineer to provide the highest level of technical support and expertise to some of our largest and most strategic accounts. The Engineer is technically competent, business oriented and highly customer centric. Senior Customer Success Engineer serves as the trusted technical advisor, leads customers to solutions, responsible for leading the technical/data integration activities between our most strategic customers and Lexia’s senior support team. The ideal Customer Success Engineer has a blend of excellent communication skills and strong product/technical skills.

Core Responsibilities:

  • Own and drive the technical relationship with our customers.

  • Participates in pre-sales customer meetings with school district’s highest technical team member, curriculum team and others to describe the technical requirements of data integration in a simple and understandable way while building a trusting working relationship.

  • Listens to customers to gain a deep understanding of their intended outcome, processes, system environments and data infrastructure.

  • Own scheduling and facilitating technical onboarding meetings for our most strategic accounts.

  • Coordinate communications with all required stakeholders on crucial support cases and high priority issues. Collaborate with Senior support team to solve technical challenges related to assigned accounts.

  • Creates strategic relationships with key IT and technical stakeholders within our districts.

  • Represent the customer/project needs while interfacing with Product Management, Product Development, QA, and Support teams.

You:

  • possess excellent analytical skills and have the passion to deliver outstanding support.

  • have a deep passion for solving customer problems
  • draw on your customer-facing skills and technical acumen to help customers get the most value from Lexia solutions
  • have excellent communication skills and can communicate with all technical levels within a district up to Chief Technology Officer
  • bring senior level technical expertise, and will act as the primary technical point of contact for our high value account
  • are a team player, enjoy working hard and exhibits professionalism inn every aspect of your work.
  • are dedicated to meeting and exceeding expectations, have an excellent problem-solving skills
  • learn new technologies quickly
  • must be able to articulate the value of these technical services to our customers.

 Qualifications:

  • 3-6 years of technical engineering experience or other client-facing technical roles

  • 5+ years of prior experience in Technical Support/Services related role and/or Technical Account Management

  • SQL skills and experience with business analysis and reporting experience

  • Strong knowledge of Software as a Service, web browser technologies, network technologies and proficiency using Excel

  • Strong knowledge of data integration methods; previous knowledge of Clever or Class Link integration is a plus

  • Comfortable interacting with all levels of customer management

  • Ability to multi-task and perform effectively under pressure

  • Being OK with ambiguity, identifying the gaps, and building process to fill in those gaps

  • Prior experience with ticketing systems like TalkDesk and suite of other products such as Jira, Slack and Confluence

  • Outstanding written and oral communication skills

  • Must be or become proficient with Lexia’s product and data integrations

  • Familiarity with case tracking and customer relationship management software

  • Familiarity with Agile Product Management and project management is a plus

  • Bachelor’s degree or equivalent experience

  • Education or EdTech experience preferred

  • Open to travel to customer site as needed

We Are Customer Success  

We put the customer at the center of all we do. We are the troubleshooters, the problem solvers, the virtual tour guides, the motivators, the techies, and the literacy and language experts who partner with you to achieve your goals and ensure optimal student outcomes. Our passion is to make the customer experience the very best it can be. Are you ready to make Customer First your mantra?

Work With Us

You’ll have the best of all worlds… the opportunity to work with passionate, talented people who are the best in their fields. Rosetta Stone and Lexia full time employees also enjoy a generous vacation policy, outstanding health and financial benefits, and much more. Employee well-being is first and foremost at Rosetta Stone — we know that professional success depends on personal health and happiness. That’s why we empower you with benefits you can use to succeed in every area of your life, including:

  • Comprehensive health care benefits

  • 401K with 100% matching up to 4% of salary

  • Unlimited vacation policy and 9 paid holidays

  • Legal assistance

  • Tuition reimbursement

  • Parking & transit benefits

  • Caregiver & family support

  • Adoption assistance

  • Pet insurance