Client Experience Associate
About the CompanyOtus offers a seamless K-12 learning platform for administrators, teachers, students, and families.We implement amazing ideas from awesome people and we need more awesomeness on our team. Are you passionate, collaborative, love to geek out on technology, and want to work for a mission-driven company that is shaping the way teachers, students, and parents of students learn together? If so, we want to hear from you. Our diverse team consists of talented designers, developers, coaches, and leaders who share a variety of interests.
You'll find musicians, world travelers, beer enthusiasts, nerds, sports fans, and all-around great people who shape our positive culture. Your RoleWe are looking for a highly motivated Client Experience Associate to join our incredible team at Otus.Our top priority on the Client Experience Team is to support our clients and provide world-class service throughout their implementation. The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a knack for building relationships. Experience with Otus and leading professional development for adults is a plus.
Thriving in this role requires collaboration, creativity, and adaptability in a fast-paced environment, as well as a strong work ethic and a passion for learning. This role will report to either our Sr. Director of Client Experience or Manager of Client Experience.Responsibilities Client Implementation: Onboarding, Adoption, Retention
- Support Client Experience Partners and our clients during the onboarding and implementation process.
- Learn the various integration methods and best practices that align with each client’s needs, structure, and objectives.
- Address a range of client technical questions, from basic to advanced, and collaborate with team members as needed.
- Monitor client health and usage to ensure ongoing progress toward their goals.
- Assist in preparing for Annual Business Reviews (ABRs) before client renewals.
Professional Development
- Help facilitate onsite or remote Otus training sessions, professional development workshops, and webinars.
- Partner with Client Experience Partners to develop campaigns and events that drive engagement and increase usage.
- Collaborate with other teams to ensure educator perspectives are reflected in all Otus communications.
Client Support
- Deliver exceptional product and technical support.
- Manage client technical cases, address questions, and help resolve issues to ensure timely follow-ups.
Product Development
- Develop a deep understanding of the web-based platform and stay informed on the latest updates.
- Contribute to our knowledge base by tracking and documenting feature requests.
- Participate in the product development prioritization process.
- Attend release meetings and provide user feedback to the appropriate teams.
Other job-related duties as assigned.Qualifications
- An outgoing personality that resonates in-person, over the phone, and in email.
- Excellent communication and interpersonal skills.
- Engaging verbal and written communication skills, including presentation skills .
- The ability to solve technical problems.
- Strong operational and data-driven mindset.
- Patience in dealing with complex issues and a variety of personalities.
- Motivation and desire to help others.
- Careful attention to detail.
- Strong organizational and prioritization skills.
- Foreign language skills, especially Spanish, are a plus.
- Minimum of an earned Bachelor’s Degree.
- 2+ years of experience as a teacher, instructional/technology coach, or school administrator.
- Ability to travel up to 30% nationally.
Benefits and Perks
- Excellent Medical, Dental and Vision coverage effective day 1 of employment
- 20 PTO days per year
- 5 Sick days per year
- 16 Holidays per year, including your birthday and a day to do something you love
- 12 weeks of full paid parental leave for the care of a new child
- $1,500 Annual Professional Development/Tuition Reimbursement Benefit
- Employer Paid Life and Short & Long Term Disability Insurance
- 401K Plan with a Safe Harbor Employer Match (up to 4%)
- $500 per year Work From Home Allowance
- MacBook Pro and two screens for your home office
- Company SWAG
Otus is an Equal Opportunity Employer and embraces diversity of every kind. You must be legally authorized to work in the US. Unfortunately, the company is unable to support sponsorships at this time.
