Customer Success Specialist, Channel Partner at RedShelf

| Chicago
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RedShelf, now #6 on Crain Chicago's Fast50 is growing at a rapid pace, and we’re expanding our Customer Success team.
Founded in 2012, RedShelf was named one of the nation’s fastest-growing private businesses by Inc. Magazine and awarded the title of 2021 Publishing Software of the Year. RedShelf is a Chicago-based EdTech company helping to make education both more affordable for students and increase learning effectiveness through its industry-leading digital platform. Partnering with more than 10,000 publishers and content providers along with more than 1,500 business and educational partners worldwide, we provide leading-edge digital course materials via our best-in-class eReader, and an end-to-end Content Delivery System for effortless distribution of course content and engagement solutions.

Job Summary:

The Customer Success Specialist, Channel Partners will be a part of the Customer Success team working with our channel partner account. This role is responsible for implementation to lifecycle day to day support and will work within the dedicated Channel Partner Customer Success team to successfully deliver digital content to a large number of schools.


Duties and Responsibilities:

 

  • Work cross-functionally with internal and external teams to facilitate enhancements and provide actionable feedback regarding communications, tools, capabilities, processes, and product lines.
  • Work closely with the Program Manager to define, organize, execute and optimize program deliveries.
  • Support the client and RedShelf teams with scaled onboarding, integration setup and rollout of RedShelf product and services to channel partner schools.
  • Train and support relevant stakeholders in using new and existing products, tools, and resources. Keep clients informed of new RedShelf product and feature launches, create value propositions and communications encouraging adoption of products and support stakeholders in using new products.
  • Work within the Customer Success team to document processes, define and implement best practices for channel partners and cross train team members.
  • Work with multiple campus stakeholders to successfully implement technical integrations including communication, setup, testing and troubleshooting of integrations.
  • Assist the client and RedShelf teams with delivery of all requested digital products to schools.
  • Enable course launches through collection of digital content information from schools and publisher partners, ensuring accurate matching of course materials and courses.
  • Help maintain a RedShelf knowledge base with documentation on channel partner deliverables, processes, troubleshooting, campus information and other documentation needed to successfully support the client. Support the Customer Experience team with escalations and ticket resolution.
  • Establish a relationship with partner program teams to ensure customer satisfaction. Act as a trusted advisor for partner team.
  • Meet SLAs related to content delivery, customer support, and school onboarding. Provide timely and accurate SLA performance reports to the client.

Requirements:

  • Bachelor’s degree
  • Ideal candidate is self-sufficient and highly motivated, self-directed and possesses high energy and a passion for RedShelf.
  • Excellent written and verbal communication skills in both internal and customer-facing settings.
  • Exceptional attention to detail.
  • Demonstrated experience working with clients to deliver successful outcomes.
  • Comfortable working both independently and as part of a team.
  • Capable of balancing multiple priorities and deadlines while being adaptable to the changing needs of the business.
  • Project management and organizational skills applied to delivery of software for clients.
  • Proficient in Microsoft Office and / or Google Suite applications with a concentration on spreadsheet skills.

 

Other Desirable Skills/Experience:

  • 3+ years experience in a related role
  • Project experience in a fast-paced, high-stakes, deadline-driven environment is ideal.
  • Knowledge and appreciation of the advances in higher educational software, course materials and digital publishing a plus.
  • Process and / or workflow development and optimization experience.
  • Experience using CRM and project management software tools.

Why RedShelf?

RedShelf prides itself on maintaining an informal but fast-moving, hard-working, entrepreneurial culture. Our team members are smart, innovative, and passionate about improving education through digital technology.

We offer the best of both worlds: the energy and opportunity of a rapidly-growing organization, coupled with the stability of an extensive client base, strong financial backing, and proven track record of success. In addition to a forward-thinking environment with ample opportunity for professional and personal growth, our team members enjoy competitive compensation and benefit packages.

RedShelf is an Equal Opportunity Employer. Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of RedShelf are encouraged to apply.

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Technology we use

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Location

Beautiful and convenient River North office located minutes from Magnificent Mile and the Loop with one of the best rooftops in the neighborhood.
"Education is everything": RedShelf makes it more accessible and affordable
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An Insider's view of RedShelf

What are some social events your company does?

With everything remote, RedShelf has done a great job with adjusting to the times. We have virtual happy hours, trivia games, talent shows, etc. It's hard to virtually maintain those work interpersonal relationships but events like these definitely help. RedShelf does their best at keeping it a fun place to work at, even if that's remote!

Carly

Scrum Master

What projects are you most excited about?

I’ve been working on our Content Delivery System and have had the opportunity to work with stakeholders I wouldn’t normally interact with. The new system is a completely new set of workflows that we had to take a unique approach to developing, so it’s been a perfect combination of cool and challenging.

Clayton

Full Stack Engineer

How has your career grown since starting at the company?

In many companies, the accounting team rarely interacts with teams outside of their function. At RedShelf, I've had the opportunity to collaborate with the sales, product, development, publishing, and customer experience teams on a daily basis. By collaborating across teams, I've gained invaluable experience outside of my sole job function.

Megan

Billing Manager

How do your team's ideas influence the company's direction?

Our team is working to provide campus partners with tremendous amounts of automation, workflow management capabilities, and business insights that are long overdue in the higher ed space. We are focused on making education more affordable and accessible to students thru technology and digital materials.

Steve

Product Director

How does the company support your career growth?

Working at Redshelf gives me the opportunity to have a big impact on the products we deliver. No one here is just a 'cog in the machine' and I always feel challenged yet supported by my teammates and leadership.

Marielle

Full Stack Developer

What are RedShelf Perks + Benefits

RedShelf Benefits Overview

On top of our competitive compensation package that includes company stock options, we offer an engaging office culture with frequent onsite and offsite events including intramural sports, happy hours, and more!

Culture
Volunteer in local community
Bernie's Book Club Volunteering, Earth Day Activities, Toys for Tots, etc.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Hiring Practices that Promote Diversity
Designed hiring policy to ensure a diversity candidate pool for departmental interviews and hiring practices.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
RedShelf employees receive between 15 and 25 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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