Job Description

Job Description

Job Description

CUSTOMER SUCCESS IMPLEMENTATION & TECHNICAL SPECIALIST

Frog Street is seeking an experienced, energetic professional to support our growing digital business. This role includes responsibilities for customer support, onboarding, training, product management, and systems management.

Primary Responsibilities:

• Become an expert on our digital products, e.g., teacher resource portal (Lilypad), website, store, partner apps, and digital platform products, both internal and external.
• Provide product implementation, customer life cycle management; technical and product support for internal staff and customers, e.g., rostering, integrations, SSO, knowledge-based help tools, etc.
• Collaborate with Frog Street's leadership team and sales team to renew customer subscriptions for all products.
• Lead, own, and manage onboarding for online solutions.
• Manage, prioritize, and resolve support requests through all communication methods, e.g., Salesforce, phone, email, tickets, and website.
• Handle escalations and tough, complex accounts with high degree of professionalism.
• Collaborate with Frog Street Product Team to create solutions for supporting the customer's user experience.
• Provide monthly customer experience, engagement, and product support reports to management with resolution recommendations for identified issues.
• Lead implementation and/or provide support for new product development projects
• Lead internal initiatives to build efficiencies, team knowledge, and increase customer satisfaction.
• Grow and maintain relationships with customers which result in product license renewals year over year.
• Other duties/projects as needed.

Qualifications

• Experience and Proficiency with school data systems including Classlink, Clever, and OneRoster Data Specifications
• Demonstrated ability to build long term positive relationships with customers and colleagues
• Proficiency with software including Excel, Word, Outlook, PowerPoint, Salesforce, Video Conferencing, and school data systems.
• Strong analytical skills, data management and reporting capabilities.
• Experience with Technical Integrations (SFTP, SSO, Web-Services, Rostering, etc.)
• Technical problem-solving skills
• Communicate effectively; both verbally and written
• Prefer 5+ years serving customers, ideally during a company's growth mode; plus, if within a PK-12 education environment.
• Expectation of exemplary attendance and punctuality.
• Ability to adapt and problem solve

About Frog Street (

Frog Street is a leading provider of comprehensive early childhood education solutions to public schools, Head Start programs and early childcare centers, with a focus on children from birth to age 5. Frog Street's curriculum programs are based on early brain research and provide intentional age-appropriate instruction that is aligned to both federal and state standards. The Company also develops engaging and interactive professional development programs, including product training, conferences, continuing education, and digital assessment tools to measure students' progress.

About Excelligence Learning Corporation (

Excelligence Learning Corporation is a leading developer, manufacturer, distributor, and multi-channel retailer of over 20,000 innovative, high quality and grade-appropriate educational products and teaching solutions, which are sold primarily to early childhood learning centers, elementary schools, PTAs, and consumers. The company has three core divisions: Supplies (Discount School Supply, Really Good Stuff, and Steve Spangler Science), Equipment (Children's Factory, Angeles, Steffy Wood Products and Learning Carpets), and Services (Educational Products, Inc., ChildCare Education Institute, Frog Street, and LifeCubby). With over 30 years of experience serving children, educators and parents, Excelligence's diversified portfolio of leading brands delivers quality, innovation, service and value on a global scale. Leading proprietary brands include: Colorations®, BioColor®, Excellerations®, MyPerfectClassroom®, Environments®, Steve Spangler ScienceTM, and LifeCubbyTM

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