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Customer Success Specialist



Customer Service, Sales & Business Development
Milton Keynes, UK · United Kingdom · Milton Keynes, UK
Posted on Thursday, April 11, 2024


VitalSource®, is hiring a Customer Success Specialist to contribute to our Customer Operations team located in Milton Keynes, United Kingdom (hybrid schedule).

VitalSource is looking to hire a Customer Success Specialist! In this role, you will focus on international markets and be responsible for onboarding, support, training, handling billing inquiries, and identifying growth opportunities.

VitalSource is a mission-driven company delivering affordable, impactful learning to anyone, anywhere.

Key Responsibilities:

  • Onboarding and Support: Facilitate the seamless onboarding of new customers by providing comprehensive guidance and support tailored to their unique needs. Address customer inquiries, troubleshoot issues, and ensure timely and effective resolution.
  • Platform Training: Deliver engaging and informative training sessions to customers, ensuring they have a solid understanding of our platforms and products. Empower customers to maximize their utilization of our offerings.
  • Billing and Payment: Handle payment and billing inquiries, offering clear explanations of processes and assisting customers in navigating financial aspects of their accounts.
  • Sales Growth Identification: Collaborate with cross-functional teams to identify opportunities for sales growth within existing customer accounts. Provide insights and suggestions for upselling and cross-selling.
  • Monitoring and Analysis: Continuously monitor revenue trends, customer usage patterns, and support incidents to identify areas for business growth and areas of concern. Present data-driven recommendations to internal stakeholders.
  • Product and Protocol Knowledge: Maintain a deep understanding of our products, protocols, and platforms, staying up-to-date with the latest developments. This knowledge will be essential for providing top-tier support and guidance to customers.
  • Issue Escalation: Appropriately escalate customer issues when necessary to ensure swift and satisfactory resolutions. Advocate for customer needs within the organization to guarantee a positive customer experience.
  • Customer Engagement and Obligations: Provide unwavering support for customer engagement initiatives and contractual obligations. Collaborate with internal and external stakeholders to overcome challenges related to content, products, systems, and processes.
  • Other duties as needed.

Required Qualifications:

  • 2 Years of Metadata Maintenance and Editing
  • 1 Year of Customer Management Experience
  • Travel requirement: Up to 20%
  • Fluent in English. Spanish (desirable)

Preferred Skills:

  • Active Listening and Communication
  • Attention to Detail
  • Organizational and Time Management
  • Clear Information Conveyance
  • Critical Thinking and Decision Making
  • Collaborative and Independent
  • Microsoft Office Proficiency
  • Adaptability and Multi-tasking
  • Relationship Building

What We Offer:

  • Hybrid working model: We offer flexible working options, allowing you to split your time between remote work and office-based work, providing you with the best of both worlds.
  • Private Medical: We provide private medical insurance to all our associates to ensure they receive the best possible healthcare.
  • Private Dental: We offer private dental insurance to all associates, helping you to maintain good oral health.
  • Pension: We offer a comprehensive pension scheme to all our associates to help them save for their retirement.
  • Travel Insurance: We provide travel insurance for all associates, the travel policy covers you for both business and leisure travel.
  • Life Insurance: We offer life insurance to all associates to provide financial security for their loved ones in case of any unforeseen circumstances.
  • Group Income Protection: We provide group income protection to all associates, providing them with a financial safety net in case of long-term illness or injury.
  • Wellbeing and Support: Our company cares about the wellbeing of its associates and offers a range of wellbeing and support services, including mental health support, counselling, and employee assistance programmes.
  • Maternity/Paternity Leave: VitalSource believes that the birth of a child is a special event and provides paid Maternity/Paternity leave to new parents.
  • Education Assistance: As our associates are our most valuable asset, we provide Education Assistance for our associates to further their education.

Who We Are:

VitalSource is the leading education technology solutions provider committed to helping partners create, deliver, and distribute affordable, accessible, and impactful learning experiences worldwide. As a recognized innovator in the digital course materials market, VitalSource is best known for partnering with more than 1,000 publishers and resellers to deliver extraordinary learning experiences to millions of active users globally—and today we’re also powering new, cutting-edge technologies designed to optimize teaching and learning for maximum results. Learn more at https://vitalsource.com and follow us on Twitter, LinkedIn, and Instagram.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.