Customer Success Representative

Job Description: Customer Success Representative (AI & eLearning Focus)

About the Role

We are seeking a Customer Success Representative to support clients using our AI conversation generation tool. This role is central to ensuring our clients gain maximum value from our platform, with a focus on training, onboarding, troubleshooting, and continuous learning. The ideal candidate will combine technical aptitude in AI and eLearning technologies with strong communication and instructional skills.

Key Responsibilities

• Client Support & Engagement
• Act as the primary point of contact for clients, addressing product inquiries and troubleshooting issues to ensure smooth usage of the tool.
• Deliver 1-hour training and learning sessions (virtual or in-person) to potential and existing clients.
• Partner closely with the Customer Success Manager to ensure seamless onboarding and adoption.
• Product Knowledge & Training
• Develop and maintain a deep understanding of our AI conversation generation tool and its applications in eLearning.
• Create clear, client-friendly documentation, guides, and FAQs for new product features released by the development team.
• Continuously refine and improve training materials to enhance client learning outcomes.
• Collaboration & Feedback
• Work alongside the Customer Success Manager to identify client needs and success metrics.
• Gather client feedback, track recurring issues, and relay actionable insights to the product and development teams.
• Contribute to the creation of scalable customer success processes and best practices.

Qualifications

• Experience & Background
• Previous experience in Customer Success, Instructional Design, or eLearning.
• Strong understanding of AI-powered tools and how they apply to learning technologies.
• Demonstrated ability to quickly learn and explain complex tools or features.
• Skills
• Excellent communication and presentation skills, with confidence in leading training sessions.
• Strong technical writing ability to produce clear and engaging documentation.
• Proven ability to troubleshoot client issues effectively and escalate where necessary.
• Ability to adapt in a fast-paced, evolving product environment.
• Preferred
• Background in Instructional Design or Learning & Development.
• Experience working in a SaaS or EdTech environment.
• Availability to work on-site alongside the Customer Success Manager.