About Company
Follett Corporation has been a cornerstone of the educational community for over 140 years. As a global leader in providing technology, content, and services to preK-12 and higher education markets, we are dedicated to advancing learning and transforming the education experience. Our mission is to help students, educators, and schools thrive by delivering innovative solutions that support academic success and operational efficiency. From managing physical and digital textbooks and library resources to providing comprehensive educational technology platforms, Follett touches millions of lives every day. We foster a culture of innovation, integrity, and customer focus, believing that by empowering educators, we empower the next generation. Join a company that makes a real difference in the world of education.
Job Description
Are you passionate about fostering strong client relationships and ensuring their success with innovative educational solutions? Follett Corporation, a global leader in education technology, content, and services, is seeking a dedicated and proactive Customer Success Specialist to join our dynamic remote team. This is an exciting opportunity to directly impact the learning journey of students and educators by helping our partners maximize the value and potential of their Follett products and services.
As a Remote Customer Success Specialist, you will serve as the trusted advisor and primary point of contact for a portfolio of Follett’s esteemed clients, primarily within the K-12 and higher education sectors. Your core mission will be to guide customers through their entire lifecycle, from successful onboarding and product adoption to ongoing engagement, retention, and growth. You’ll become an expert in Follett’s diverse ecosystem of solutions, including digital learning platforms, library management systems, and academic content, translating this expertise into tangible value and positive outcomes for our educational partners.
This role demands a unique blend of technical aptitude, exceptional communication skills, and a genuine desire to advocate for our customers’ needs and goals. You will conduct regular check-ins, provide strategic guidance on best practices, proactively troubleshoot challenges, and identify opportunities for product expansion and process improvement. We believe in proactive engagement, meaning you’ll anticipate customer needs before they arise, mitigate potential risks, and ensure a seamless, positive experience that reinforces their long-term investment in Follett. Your ability to understand their operational challenges and align our solutions will be critical.
Working from your home office, you will leverage advanced digital communication and collaboration tools to connect with customers across various time zones and collaborate seamlessly with internal teams, including sales, product development, technical support, and marketing. Your ability to work independently, manage a diverse portfolio of accounts, and maintain high standards of professionalism, responsiveness, and problem-solving will be key to your success. Follett is deeply committed to empowering educators and learners worldwide, fostering environments where knowledge thrives, and as a Customer Success Specialist, you will play a pivotal role in delivering on that promise every single day. Join us in making a meaningful difference in the future of education.
Key Responsibilities
- Manage a portfolio of assigned customer accounts, building strong, long-lasting relationships.
- Conduct regular check-ins, business reviews, and strategic planning sessions with customers.
- Onboard new customers effectively, ensuring smooth implementation and product adoption.
- Provide proactive guidance and best practices to help customers maximize the value of Follett solutions.
- Monitor customer health metrics, identify at-risk accounts, and develop retention strategies.
- Serve as the primary point of contact for customer inquiries, escalating technical issues to support as needed.
- Identify opportunities for product upsell, cross-sell, and expansion within existing accounts.
- Collaborate with sales, product, marketing, and support teams to ensure a unified customer experience.
- Gather customer feedback and advocate for their needs to influence product development.
- Stay informed about Follett products, industry trends, and competitive landscape.
Required Skills
- 2+ years of experience in Customer Success, Account Management, or a related client-facing role.
- Proven ability to build and maintain strong relationships with diverse client portfolios.
- Excellent verbal and written communication skills, with an ability to articulate complex concepts clearly.
- Strong problem-solving and analytical abilities, with a proactive approach to issue resolution.
- Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
- Self-motivated and able to work effectively in a remote, independent environment.
- Demonstrated organizational skills and ability to manage multiple priorities simultaneously.
Preferred Qualifications
- Bachelor's degree in Business, Education, Technology, or a related field.
- Experience in the Education Technology (EdTech) or SaaS industry.
- Familiarity with K-12 and Higher Education environments and challenges.
- Experience with digital learning platforms or library management systems.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and company holidays.
- Flexible remote work environment.
- Opportunities for professional development and career growth.
- Employee assistance program.
- Life and disability insurance.
- Employee discount programs.
How to Apply
If you are a passionate advocate for customer success and thrive in a remote work setting, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your qualifications and learning how you can contribute to the Follett team.