Education Customer Success Specialist

MathWorks; Bengaluru; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

A leading software company is seeking an Education Customer Success Specialist in Bengaluru, India. This full-time role involves managing customer relationships with academic institutions, ensuring successful onboarding and ongoing support for MATLAB and Simulink usage. Candidates should have a bachelor's degree in engineering, 2 years of experience in customer success, and proficiency in English and Hindi. A hybrid work model is offered.

Qualifications

• 2 years of work experience in a customer success role.
• Familiarity with the Indian academic marketplace.
• Required languages: English and Hindi.

Responsibilities

• Build consultative relationships with customers for onboarding and training.
• Manage onboarding process and customer interactions.
• Conduct regular Business Reviews to address customer goals.

Skills

Customer relationship management

Problem solving

Verbal communication

Written communication

Analytical skills

Education

Bachelor’s degree in Engineering

Tools

SalesForce

Job description

Overview

Join to apply for the Education Customer Success Specialist role at MathWorks.

MathWorks has a hybrid work model that enables staff to split time between office and home, providing both in-person collaboration and flexible at-home time. Learn more about onboarding and interviewing resources in the company information.

MathWorks has built a Customer Success Team dedicated to helping our academic market experience the full value of MATLAB and Simulink. We are seeking an individual contributor who is enthusiastic about helping customers efficiently implement campus-wide access. As a Customer Success Specialist, you will work directly with a portfolio of India’s leading academic institutions and universities to onboard, train, and be part of an account team that proactively drives post-sales adoption to ensure customers experience excellent service and renew their campus license each year.

MathWorks nurtures growth, appreciates diversity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

• Build trusted, consultative relationships with customers to engage them in developing and executing collaborative implementation plans that ensure onboarding, training and awareness-building activities for their campus are successfully executed. Maintain proactive, regular contact with accounts to maximize their success throughout the customer lifecycle.
• Own and manage the customer onboarding process from customer commitment through annual renewals. Serve as a central point of contact for university stakeholders engaged in meeting the needs of current and prospective MATLAB user communities throughout the institute. Proactively resolve issues to ensure stakeholders and key users have a hassle-free experience; manage all additional escalation issues until resolved.
• Motivate customers to act autonomously to ensure a successful, ongoing deployment of their campus-wide license.
• Document customer interactions in SalesForce.
• Work closely with the sales team to onboard customers.
• Integrate customer feedback through regular interaction, customer satisfaction surveys and feedback from customer-facing colleagues (sales and technical teams) to evolve and continuously improve onboarding materials, tools and processes.
• Discover and analyze gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps.
• Conduct regular Business Reviews with customers to ensure campus-wide access is helping them meet their business goals.
• Collaborate with the team to build and evolve return-on-investment reporting tools that support the renewal process.

Qualifications

• Bachelor’s degree in Engineering is required
• Familiarity with the Indian academic marketplace
• Required expertise in managing Indian customers/accounts
• 2 years work experience in a customer success role
• Excellent written, verbal communication, and presentation skills
• Required languages: English and Hindi
• Detail-oriented with ability to develop activities based on proactive analysis of customer metrics
• Demonstrated ability to work in highly collaborative, cross-functional environments
• Demonstrated ability to influence and direct customer activities
• Experience working with staff at multiple levels, including senior management
• Effective problem solving, collaboration, and influencing skills are crucial for the position
• Social media savvy

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development