Accountabilities:
- Support Tier 3 level faculty by responding to faculty email and requests in a queue-based system
- Respond effectively to inbound customer inquiries and concerns
- Coordinate scheduling virtual meetings for Customer Success Managers
- Support Customer Success Mangers by assisting with initiatives, completing tasks, and updating internal product/process documentation
- Enact established customer journeys
- Monitor product usage to identify intervention opportunities
- Identify churn risks and upsell opportunities for sales team
- Serve as a product expert by staying up to date on product offerings
- Document faculty interactions and market feedback
- Facilitate answering internal product questions
- Assists internal teams with making edits to customer facing product training materials and resources
- Assists stakeholders by entering data, creating spreadsheets, and updating presentations/reports
- Look at requests from faculty, answering emails and resolving tasks
- Other adhoc tasks assigned
Corporate Values:
1. Passion For Winning
2. Boundarylessness
3. Customer Focus
4. Innovation
5. Valuing People
Qualifications:
- Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
- Must have at least 2 years relevant experience
- Excellent communicator (both written and verbal), and strong presentation skills
- Knowledgeable in Microsoft Word, Excel and PowerPoint
- Familiarity in different CRM tools
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
Additional for internal applicants:
1. Minimum of 24 months in his/her current role; High Potential candidate for a leadership/support role.
2. Endorsement from Supervisor and BU stakeholder
3. Completion of Yellow belt Six Sigma online course
4. Lead a successful CIM project (JDI. RIE), RPA/Automation project signed off by manager.
5. Completion of required Skillsoft/facilitator-led training pre-determined by HR, Division Management team or BU.
6. Monthly KPO consistently hitting or exceeding the target.
7. No Attendance Issue.
8. PDP score should either be 1 or 2 from previous year.






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