Customer Success/Account Manager

Las Vegas, USA

LiveCarta is one of our products as well as a rapidly growing Ed Tech startup operating primarily in the US market with a mission to empower learning communities by making publishing, customizing, and sharing educational content accessible to everyone.

Who we are looking for:

The Customer Success Account Manager will be responsible for providing customer support, onboarding new authors/publishing organizations and their proactive engagement and coaching, as well as collaborating across departments and looking for new ways to improve our product and client experience.

Candidates well-suited to this role should be client-focused and proactive, provide exceptional service, and have excellent communication skills, both through email/chat and in live conversations. Candidates do not need to have prior experience working at software companies, but should be tech savvy, have a healthy interest in new technologies, and should feel comfortable learning new software and troubleshooting basic technical issues with customers. Most importantly we’re looking for candidates who are quick-thinking, detail-oriented, and excited to help solve problems and build productive relationships with our customers

  • English proficiency level (written and spoken) – Advanced Professional
  • High cultural awareness and understanding of US business communications culture
  • Able to work irregular hours, being available during business hours of US Eastern time (for example, the work day in Warsaw will start in the afternoon and finish at 9-10 PM)
  • Strong written and verbal communication skills
  • Ability to come up with creative solutions to complex issues and requests, deescalate and resolve complaints in conflict situations
  • Client-focused, excited to facilitate the best possible experience for new and existing customers
  • Ability to work independently, take the initiative and see projects and tasks through to completion, ability to work well in a small group setting
  • Ability to learn our new software quickly and troubleshoot basic technical issues with customers
  • Preferred: experience in a customer service, support, training, or account management role
What you will be responsible for:

Customer support:

  • Understanding, referencing & contributing to our knowledge base (FAQs)
  • Resolving customer issues, complaints, refund requests, etc
  • Help develop and establish support protocols

Account management:

  • Maintaining and developing relationships with existing authors and publishers
  • Onboarding new authors and publishers
  • Answering customer/partner questions and resolving issues related to the system
  • Retaining and growing content library published by current accounts. Promoting the adoption of new settings, features, payment options, etc
  • Supporting educators in the adoption and customization of materials on the platform
  • Liaison between the customers and other teams for business / technical issues and opportunities
  • Collaboration with and escalation to the appropriate teams, depending on the topic: Marketing, Administrative, Sales, and Product
  • B2B model/ fully remote work from any EU location
  • Sports compensation
  • 14 days of paid vacation
  • Online English classes
  • Compensation of external professional training and certification when needed
  • Flexible working schedule
  • Friendly and united international team of colleagues
  • Corporate events and trips

If you feel that you are a great fit, please submit your CV.

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