Job description
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.
And that’s where you come in: We are looking for a Customer Success Product Associate (CSPA) to work with our Global customers. CSPAs will play a critical role by supporting our Customer Success Managers by providing product expertise and guidance as they support our customers in the adoption of growth of the Instructure Learning Platform.
The Customer Success Product Associate will act as a Subject Matter Expert (SME) for their designated product lines through deep knowledge of product features and functionality, customer best practices and common use cases, and internal and external resources. The CSPA will work closely with our Customer Success Product Specialists to guide and enable our Customer Success team to retain revenue across all product lines. *
What You Will Be Doing
- Developing and maintaining deep product knowledge in your designated product lines.
- Consulting with CSMs on understanding of product functionality, best practices, and alternative workflows to address customer needs.
- Testing and demonstrating new features and product updates in test environments.
- Conducting data aggregation, analysis, and recommendations to support customer conversations around product value and growth for both all Customer Success teams.
- Assisting CS Product Specialists and other product and engineering teams to identify customers for recruitment opportunities.
- Collecting and surfacing customer feedback to inform prioritization conversations and provide advocacy for customer needs.
- Creating resources and documentation to support Customer Success teams and customers.
What you will need to know/have:
- College degree (BS, BA, etc.)
- Exceptional communication skills both written and verbal.
- Capacity to set correct expectations and manage issues to completion.
- Ability to multitask and prioritize tasks in a changing environment.
- Strong team mentality, utilizing internal and external resources strategically and judiciously.
- Demonstrated technical aptitude and ability to learn complex technology systems quickly.
- Customer facing background within the software industry.
- Demonstrated ability to solve problems and seek solutions.
- Ability to work North America hours remotely, with occasional travel into the Philippines office as needed.
We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
All Instructure employees are required to successfully pass a background check upon being hired.
