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VitalSource · 1 day ago

Customer Success Specialist

United States

Full-time

Remote

Entry Level

$46K/yr - $58K/yr

1+ years exp

VitalSource is a leader in digital content delivery for higher education, and they are seeking a Customer Success Specialist to enhance campus partnerships. This role involves supporting course materials programs and bookstore operations, focusing on customer service and relationship building at designated partner institutions.

AnalyticsE-LearningEBooksEdTechEducationHigher EducationSoftware

Growth Opportunities

Responsibilities

Serve as the on-campus frontline representative for the course materials affordability and access program

Address basic program related inquiries, including general inquiries regarding faculty adoptions, student access, and logistics

Coordinate onsite activity with third-party fulfillment partner during distribution periods, including material receiving, inventory, and student distribution

Monitor quality and escalate any issues to the Customer Success Manager

Maintain a visible and supportive presence during peak sessions

Track and report on key metrics including student interactions, training sessions, and distribution progress

Represent VitalSource at campus events (e.g., orientations, tabling events, resource fairs)

Collect & summarize real-time feedback from students, faculty, and staff

Assist in executing on-campus components of marketing and awareness campaigns

Ensure signage and informational materials are current and placed appropriately across campus

Build and maintain positive working relationships with campus departments (e.g., bookstore, IT, student services)

Coordinate with Customer Success and Marketing team and help execute on-campus components of marketing and communication plan

Provide occasional support to other internal teams (e.g. Adoptions Enablement, Customer Enablement, etc…)

Assist with special projects or cross-functional campus initiatives

Identify opportunities to improve on campus processes and engagement

Other duties as assigned

Qualification

Customer service expertiseRelationship managementPublic speakingDigital CRM toolsMicrosoft Office SuiteAnalytical skillsHigher educationProblem-solving skillsCollaboration skillsInitiative

Required

1-2 years in a customer-facing or support role; experience in higher education or Bookstore operations is a plus

Proficiency using technology and digital customer relationship management tools for tracking and reporting, Microsoft Office Suite

Strong analytical, problem-solving, and decision-making skills

Experience managing relationships

Strong communication and collaboration skills across multiple channels (email, Slack, video conferencing, in-person)

Strong public speaking and presentation skills

Problem-solving mindset and conflict resolution skills

Ability to take initiative and work independently

Knowledge and understanding of higher education environments, ideally in student services or academic support

Benefits

Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance

401K match up to 5%

12 weeks of paid parental leave

Tuition reimbursement program

4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days

Flexible work schedules and remote capabilities

Opportunities for fitness challenges and rewards