As a Customer Success Associate at Lumos Learning, you will serve as the key point of contact between our customers and internal teams. Your primary responsibility will be to support customers throughout their journey ,from onboarding to renewal, ensuring their goals are understood and met effectively. By actively listening to customer needs and coordinating with relevant departments, you will help deliver a seamless and positive experience that promotes long-term satisfaction and engagement.
Key Responsibilities:
- Facilitate smooth onboarding and training to ensure customers are set up for success from the start.
- Build solid customer relationships through ongoing engagement and timely support.
- Proactively monitor customer usage and account health to identify and address potential issues before they impact the user experience.
- Collaborate with internal teams to resolve customer concerns and implement feedback-driven improvements.
- Drive customer renewals by demonstrating value, maintaining regular touchpoints, and ensuring goal alignment.
- Conduct periodic reviews and audits to track satisfaction, encourage product adoption, and uncover growth opportunities.
- Analyze customer behavior and engagement data to inform strategies that enhance overall satisfaction and retention.
Required Qualifications :
- Good written and spoken English skills.
- Basic analytical skills and interest in market research.
- Comfortable using MS Office and Google Workspace tools.
- Experience with tools like HubSpot or Salesforce is a plus.
- Self-motivated, detail-oriented, and enjoys working with a team.
About Lumos Learning: Lumos Learning is a passionate leader in personalized learning solutions, dedicated to empowering K-12 students to achieve their full potential. Since 2007, we've grown to become the #1 state test preparation solution provider in the U.S., working with over 71 K schools and reaching over 1.8 million students.
Our Mission: To be there when a learner needs that extra help. We're setting a new standard in providing high-quality content, assessments, and empathetic programs, designed for real-life impact. Lumos Learning offers a comprehensive suite of research-backed programs, including test preparation, reading, writing, and more. These programs are meticulously designed to help students conquer standardized assessments