Customer Success Specialist

Description

OverDrive is looking for a positive, articulate, detail-oriented person to lead outreach projects that ensure our literacy service is optimally set up and integrated into the technologies used by our educational customers. In this role you will regularly be developing, performing, and tracking ongoing outreach efforts with our school and library partners, and assisting in designing new technology integrations to improve our service.

This is a full-time, hybrid on-site/remote position based in Cleveland, OH or Madison, WI. The person who fills this role will be a key member of the TeachingBooks Business Development team, reporting to the Manager of Business Development.

Cover Letter Required - please submit a cover letter, not exceeding one page, that highlights your experiences that are relevant to the tasks and responsibilities outlined in this position description.

In this role, you will (responsibilities):

• Conduct email and phone outreach to school districts, public libraries, and other partners making them aware of their state-funded access to TeachingBooks.
• Perform the initial account setup with partners to connect TeachingBooks to the technologies they use.
• Collect and maintain contact data for setup, support, and other outreach initiatives.
• Learn about educational technology, authentication, and outreach.
• Troubleshoot access and authentication failures and respond to support requests via email and phone to assist partner staff with technical issues and questions.
• Build and support relationships with other educational technology providers to manage the integration of TeachingBooks into these platforms.
• Work with TeachingBooks developers to design and test a myriad of ongoing programming changes that enhance our service.

Ideally, you'll bring (necessary qualifications):

• Bachelor's degree or equivalent skills and experience.0 - 3 years of relevant experience, preferably in customer service, outreach, or sales.
• Exceptional communication skills via e-mail, phone, Zoom and other online platforms.
• Excellent organizational skills and attention to detail.
• Experience managing, accurately maintaining, and analyzing information.
• Interest in project management.
• Curiosity about educational technology.
• Excellent proficiency with Microsoft Office Suite, especially Excel.
• Comfort working collaboratively and independently.

Job Location:

This role will require you to be located in either Cleveland, OH or Madison, WI.

About TeachingBooks:TeachingBooks (an OverDrive company) strives to personalize and enrich every reader's connection to children's and young adult books. Our online service includes more than 300,000 resources about fiction and nonfiction books used in the K-12 environment, with every resource selected to encourage the integration of multimedia author and book materials into reading and library activities.What's Next:As you've probably guessed, OverDrive and TeachingBooks is a place that values individuality and variety. We don't want you to be like everyone else, we don't even want you to be like us-we want you to be like you! So, if you're interested in joining the OverDrive TeachingBooks team, apply below and tell us what inspires you about OverDrive and TeachingBooks and why you think you are perfect for our team.

OverDrive and TeachingBooks values diversity and is proud to be an equal opportunity employer.

Cover Letter Required