Training Customer Service Lead

Our client, a well-known SaaS organization, is seeking a Training Customer Service Lead to join their team! The ideal candidate will have experience handling customer accounts, specifically escalations and sensitive situations, as well as a clear understanding of customer and sales contracts.

Pay Rate: $63-83/hour based on experience

Location: 100% Remote

Contract Term: 12-months

In this role you will:

• Partner with internal cross functional teams to ensure the proper configuration of non-standard Training entitlement setup for select Training accounts.
• Proactively build and maintain trusted working relationships with internal teams and stakeholders across the Training Customer Success, Customer Success, Sales Ops, Sales, Legal, and technical teams to form an open channel of communication.
• Provide regular status updates to internal stakeholders as to the outstanding issues and progress of escalated accounts.
• Lead cross-functional initiatives and independently problem solve across working groups.
• Contribute to Operational improvement and process development efforts to support future automation and ease for our customers.
• Facilitate and usher the account setup process through the entire lifecycle and ensure the handoff and completion between the teams, through to completion of Training entitlement setup.
  • Review requirements for proper setup.
  • Identify and document any gaps.
  • Prepare plan to address gaps and arrange meetings with teams/stakeholders to review, of necessary.
  • Identify if further contracts are required, or additional information required for setup.
  • Communicate the setup completion to the Customer and to internal stakeholders.
  • Complete the external documentation process and communication and any further instruction to the Customer.
  • Complete the internal documentation process for future reference.

To be successful in this role you should have:

• Bachelor’s degree, or equivalent experience
• At least 4 years of experience in technology-based company.
• Experience in a matrixed, global business environment.
• Experience with an eCommerce Learning Management system is preferred.
• Ability to understand Legal contract terms and conditions.
• Demonstrable experience in customer service and escalations management.
• Detail oriented and advanced organizational skills.
• Excellent written and verbal communication skills up to the SVP level.
• Ability to both communicate and gather requirements.
• Self-starter and ability to work on your own.
• Customer service centric style/attitude.
• Driven approach to problem solving and developing effective, long-term solutions.

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization.

We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies.

We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - offer eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.