RedShelf is a Chicago-based EdTech company helping to make education both more affordable and more effective through the use of digital learning materials. Currently, RedShelf delivers digital course materials to students on more than half of the college campuses in the United States through its proprietary content delivery system (CDS). This content delivery system is also in use at a wide variety of corporate training and learning environments, as well as organizations looking to better manage, protect and deliver their content to their employees, members and customers.

Founded in 2012, RedShelf has been named one of the nation’s fastest-growing private businesses by Inc. Magazine for three consecutive years. RedShelf was similarly recognized by the Financial Times appearing on their list of fastest growing companies for the past three years.  

Job Summary:

The Customer Success Specialist, Team Lead is a people management position within the Customer Success team. The Customer Success Specialists team is responsible for working with RedShelf schools and partners to ensure students have access to course materials prior to courses starting each term. The Customer Support Specialist, Team Lead will work closely with their own clients and serve as an escalation point and RedShelf expert for their team.

Duties & Responsibilities: 

• Ensure direct reports have training on the Customer Success Specialist role. Understand each team member's strengths and weaknesses and put plans in place to upskill in needed areas.
• Act as the first point of escalation for questions or support for issues for their direct reports for adoption, workflow, pricing, course launch, troubleshooting or billing issues.
• Assist with hiring and performance management for their team.
• Help the team stabilize work: identify when to pull in resources and escalate issues.
• Be the voice for their team by proactively identifying problems or risks and working with management to address.
• Work with other Customer Success Specialist Team Leads to document and standardize workflows, and create and document best practices for the team.
• Work with Customer Success Manager and Customer Success Specialists on partners with low CSAT scores to come up with an action plan to improve customer satisfaction..
• Project manage Inclusive Access Partner accounts through the course materials lifecycle; ensuring information is collected internally and externally from appropriate parties to enable accurate and on time course launches and billing.
• Ensure high-quality, on-time course launches, and deliver exceptional customer service to enable account retention and growth for owned accounts and accounts of their direct reports.
• Work with Red Shelf Customer Success Managers to escalate and resolve issues with assigned accounts.
• Responsible for efficient and accurate management of data to ensure a frictionless experience for RedShelf’s end users.
• Make recommendations for enhancements to communications, tools, capabilities, and product lines to improve customer experience.
• Work individually with clients to ensure RedShelf has accounted for their specific needs while working within standard RedShelf processes.

Requirements:

• Bachelor's degree

• Expert knowledge of RedShelf digital content delivery workflows

• Proficient in Microsoft Office and/or Google Suite applications with a concentration on spreadsheet skills
• Exceptional attention to detail
• Demonstrated experience working with clients to deliver successful outcomes
• Excellent written and verbal communication skills
• 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

Other Desirable Skills/Experience:

• 1 - 3 years’ experience in a related role
• Data management / entry experience in fast-paced, high-stakes environment is ideal
• Knowledge and appreciation of the advances in higher educational software, course materials, and digital publishing is a plus
• Background and/or experience in educational technology and/or publishing
• Experience using CRM and project management software tools
• Comfort and/or experience in a fast-paced, growing environment
• Self-sufficient and highly motivated, self-directed and possesses high energy and a passion for RedShelf

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.