Provides on-going training and management of out-sourced Tier I and II training for Educational Solutions.Provides Tier III support and communication with the development team for Tier IV support.Provides technical sales support to the sales team, to include sales support with prospective clients, product, and service demonstrations with prospective clients and software/hardware support of sales presentations.Serves as a source of technical advice, counsel, and assistance on the entire Educational Solutions product line.Creating detailed, comprehensive and well-structured test plans and test casesEstimating, prioritizing, planning and coordinating quality testing activitiesIdentify, record, document thoroughly and track bugs Perform thorough regression testing when bugs are resolveLiaise with internal teams (e.g. developers and product managers) to identify system requirementsCollects and aggregates from clients and/or sales team any indicate feature enhancements, bugs, errors or other product or service information, as collected, and disseminates that information to management.Participates in design reviews and evaluations to provide sales and client perspectives.Provides resource services on a project request basis necessary to satisfy the needs of the customer to include customer surveys, rollout support services.Manages internal desktop technical support for Educational Solutions Customer Success Manager

•Contribute to our Enterprise Customer Success team•Support Institutions in the Higher Education market as their trusted advisor to ensure they are using all the key features in the VitalSource platforms•Drive solutions across platforms and provide best practices to maximize the student experience•Responsible for relationship management, and overall client satisfaction•Identifying growth opportunities to pass to our sales partners•Creating solutions across products•Partner with the Customer Success team to support customer needs, initiatives, billing and outstanding issues. Review current processes to make them more efficient and evaluate which ones can be automated. •Become familiar with VST business models, products, platform functionality, and operational protocol. Assist in the operational aspects of the customer contract, including billing requirements, content requirements, and the service level agreement. •Collaborate with your team to organize and share customer information and details to support the broader organizational knowledge requirements. Recognize and escalate issues of high concern for the customer. •Develop strong working relationship with Customer Success teams, Finance, and Product teams with an eye toward continuous process and product improvement in support of efficient and accurate business transactions. •Maintain strong knowledge of technology, software, integration, business models, and processes utilized across the entire Customer Success. •Responsible for on-going operational processes related to your assigned Customer Success team including accuracy, interpreting data, providing valuable feedback, and adapting the process as needed to ensure the best results for VST and the customer.•Responsible for onboarding, troubleshooting, and support for K12 market.

• Partner with the Customer Success team to support customer needs, initiatives, billing and outstanding issues. Review current processes to make them more efficient and evaluate which ones can be automated. • Become familiar with VST business models, products, platform functionality, and operational protocol. Assist in the operational aspects of the customer contract, including billing requirements, content requirements, and the service level agreement. • Collaborate with your team to organize and share customer information and details to support the broader organizational knowledge requirements. Recognize and escalate issues of high concern for the customer. • Develop strong working relationship with Customer Success teams, Finance, and Product teams with an eye toward continuous process and product improvement in support of efficient and accurate business transactions. • Maintain strong knowledge of technology, software, integration, business models, and processes utilized across the entire Customer Success. • Responsible for on-going operational processes related to your assigned Customer Success team including accuracy, interpreting data, providing valuable feedback, and adapting the process as needed to ensure the best results for VST and the customer.

Monitor children while equipment is in use

• Developing and maintaining a productive relationship and interaction with all callers• Providing personalized, and consultative education and information• Experience in serving clients both on the telephone, through emails, go to and join me meetings• Thoughtfulness and teamwork to solve problems and continually improve processes that drive adoption• Identify and solve tough problems• Experience supporting end-users in high-tech products or services (sales, account management, service, etc.).• Experience using office productivity tools in the MS-Office suite (Outlook, Excel, Word, etc.).• Experience using CRM applications such as Salesforce.com to document and research customer information.• Strong technical aptitude and ability to troubleshoot potential technical problems and inquiries via phone.• Experience developing and delivering training via web or in person.• Excellent written and verbal communication skills for both internal and external customers.• Experience working with K-8 schools, school districts.

Client Success AdvocateTrainingHave rich dialog with customers at all levels to understand how DreamBox is, can, and should be used.Developing and delivering training via web or in person.ProductGather, manage, and use data from different sources to drive customer features and initiatives through our development process.SQL or data visualization products (Qlikview/Tableau) to build reports using ad-hoc queries. Client SuccessManage multiple initiatives in a fast-paced work environment, prioritizing and escalating issues as neededProvide excellent customer service to internal and external customers via phone, email ticketing, or scheduled meetingProcess payments and/or refundsScrub, process, and adjust customer roster data as needed via spreadsheet or additional internal tools.Communicate client needs and product feedback to internal teamsTroubleshoot external customer software or network-based technical problems via phone or our ticketing system, pulling in additional teams as necessary.Collaborate with internal stakeholders to plan and enhance customer implementations. Ensure on-time delivery of high-quality data processing, clean-up, and customer communication.Produce product and/or internal tool documentation for both internal and external customers.Collaborate, work hard, think on your feet, and make a difference for kids.

Engages and leads the internal team to the effective implementation of clients on the On Call business.Works with key internal stakeholders to enhance execution of customer implementations. Define project plan, partner with internal stakeholders including members of the Operations team, and relevant shared services groups (IT/Sales/Account Management) to ensure project stays within scope and that milestones and objectives are achieved in a timely manner.Manages multiple initiatives in a fast paced environment, manages client’s expectations, oversees internal team, assesses and mitigates risk, and ensures on-time and high quality delivery of programs and projects.Possesses an in-depth understanding of the On Call systems and processes to effectively translate implementation parameters into downstream operational implications and impacts.Possesses insight and understanding of client operational processes to proactively identify and mitigate implementation and post-implementation related issues. Includes implementing quality and validation checks throughout the implementation process.Works with operations to direct any client’s request/questions/issues/concerns through the appropriate channel, while managing such initiative and communications for the benefit of all entities. Provides on-going updates to Senior Director and other key stakeholders.Educates employees and management staff on the client implementation processes and procedures.Performs other duties and responsibilities as assigned by management.Updates all knowledge aids for the CSOC operations team.

Dispatching engineers for service calls on diagnostic and imaging equipmentHandling overflow phone calls from Technical Support Managing scheduling boards for engineers

Eliminate attrition by cultivating loyalty with existing clients.• Significant focus on conducting client engagement and effectively communicating needs or ideas from the client to internal areas: Sales, Marketing, Help Desk and Development.• Work closely with Development Team to seamlessly execute successful system releases, by developing and disseminating creative mediums that promote and communicate system updates, new and/or enhanced features.• Handle account maintenance and ensure efficient use of the Magnus SMR by the client. Scrubbing and uploading student roster CSV files• Observe client use of SMR to develop perspectives on notable trends, deficiencies and hot topics in the school health community.• Develop and deliver effective, creative presentations and training to clients.

Processing payments and/or refundsArchiving and Un-archiving accounts Fielding escalated phone calls, chats, and emails

Trouble shooting software issues for customers and administrators by way of emails, chats, and phone calls.

Review documentation according to auditing standardsCommunicate professionally with staff to assist in implementing programs for clientsAssisting in maintaining client recordsInteract with clients and encourage the development of motor and language arts skills Conducting phone interviewsManagement of front desk and receptionist area

Creating and conducting age appropriate gamesProvide and promote a safe, and clean environment for all participantsMaintain and project a positive image at all time

Managed cash and credit transactions accurately and ethically

Completed 85 hours of community service totalLived in the DC Central Kitchen’s Homeless Shelter for one week Tutored under privileged children via Neighbor to Neighbor Participated in Relay for Life

Multi-tasked to answer questions and address customer concernsProvided membership and general Peak Fitness information on demand