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

Requirements:

• 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

Perks:

• 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.