Customer Success Specialist

The National Association for the Education of Young Children (NAEYC) is a 501c3 nonprofit organization with a mission to promote high-quality early learning for each and every child, birth through age 8, by connecting practice, policy, and research.NAEYC is seeking a dedicated and proactiveCustomer Success Specialistto serve as the primary subject matter expert (SME) and a key point of contact for our customers. This role is crucial for ensuring our members, customers, and partners have seamless and successful experience with NAEYC's products, services, and systems. The specialist will be a master troubleshooter and a trusted liaison between customers, internal teams, and technology partners, with a strong focus on technical problem-solving and proactive process improvement. This is an essential position that combines hands-on support withstrategic oversight, data analysis, and reporting.Responsibilities:Internal Customer Support and Technical Troubleshooting- Serve as the go-to resource for Tier 1 and Tier 2 technical support across a wide range of customer issues.- Diagnose and resolve low- to medium-priority technical problems via the call center and service console.- Manage troubleshooting during high-volume periods to meet service level agreements (SLAs).- Act as the primary contact for technical escalations with IT and Experience and Technology teams.- Ensure consistent and controlled system changes by centralizing issue management.Fulfillment and Inventory Management- Oversee the full lifecycle of NAEYC products, from creation to sunset.- Supervise and guide the Fulfillment Coordinator to ensure efficient order processing and inventory control.- Resolve system discrepancies related to orders, fulfillment, and returns.- Support sales order fulfillment across Salesforce, LMS, and related systems.Proactive Process Improvement and Reporting- Identify recurring issues and inefficiencies, proposing and implementing process improvements.- Provide clear and concise reports to leadership on critical support requests, trends, and ongoing initiatives.- Collaborate with technology teams to define system requirements and support technology enhancements.Training and Knowledge Sharing- Design and deliver training on systems, tools, and processes for Customer Care staff.- Maintain comprehensive documentation, handbooks, and resources for customer-facing agents.Case and Queue Management- Manage customer service queues (e.g., ) within Salesforce Service Cloud.- Escalate and reassign cases to ensure timely resolution and maintain detailed records of support requests and outcomes.- Analyze data to identify trends and inform long-term improvements.Other Duties- Perform additional responsibilities assigned to support departmental and organizational goals.QualificationsEducation and Experience- Bachelor's degree or equivalent professional experience required.- Minimum of 3 years of experience with Association Management Systems (AMS); experience with event registration, LMS, and customer ticketing systems a plus.- Experience in a member-driven nonprofit or association environment preferred.- Salesforce experience required; Fonteva experience strongly preferred.- Supervisory experience a plus.Skills and CompetenciesStrong organizational and project management skills with exceptional attention to detail.Proficiency in CRM, AMS, and ticketing systems-especially Salesforce Service Cloud and Fonteva.Exceptional problem-solving and analytical abilities with strong technical troubleshooting expertise.Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.Proven ability to multitask, prioritize, and make independent decisions.Proactive mindset with a focus on process improvement and con

Created: 2025-12-12