Customer Success Analyst (Summer Intern)

Location: Miami, FL
Date Posted: 03-22-2017
Company Overview: 
Nearpod is an award-winning education technology company focused on developing digital learning tools, virtual reality and interactive content across mobile devices that provides teachers an easy and efficient way to leverage technology in the classroom by creating learning experiences that engage and inspire students.

Since its launch in 2012 Nearpod has become a leader (& teacher favorite) in teaching and learning with technology. Nearpod currently reaches ~5M students monthly. In 2016 it was named one of Inc. 500’s fastest growing private companies and was featured in the Wall Street JournalFortune and local news channels across the country.

Nearpod has offices in Miami, Florida and San Francisco, California and is backed by notable investors like Insight Venture Partners, Reach Capital, Storm Ventures, the Stanford StartX Fund, the Knight Enterprise Fund, Arsenal Ventures, as well as Marc Benioff (the CEO of Salesforce) and Scott Cook (founder and Chairman of Intuit) and his wife, Signe Ostby.

‚ÄčInternship Program Overview:
Nearpod's internship program is designed to challenge and reward students and teachers from across the country with the opportunity to work alongside our dedicated team, across all functional areas, to learn and contribute to our latest initiatives as we pave the landscape of K-12 education in the U.S. Our internship program will provide unique entrepreneurial experiences, knowledge, tools, and skills that will be invaluable in future professional pursuits.

As a member of the Nearpod team, in addition to the opportunity to work in various departments, you will also attend all employee events including Brunch & Learns with outside speakers, opportunities to volunteer in the community, and attendance at special events.

Department Overview: 
We believe that Customer Success is all about understanding your customers desired outcomes with your platform and working with them to ensure they experience the most value possible along the way. Nearpod's Customer Success Managers are a part of the customer’s journey through onboarding, nurturing and renewal. The goal is to not only retain the customer, but also to always be on the lookout for ways to expand the relationship and use of the platform. We hire people that are proactive, passionate about helping customers and enjoy building lasting relationships/partnerships with our customer base. Customer Success Managers spend a large amount of time talking to customers through various communication channels as well as analyzing a lot of usage data through Salesforce to ensure proactive communications.

Customer Success Internship Overview: 
The Customer Success Intern will be an individual contributor on our high performing CSM team working closely with our: Support, Training and Customer Success teams that make up the CSM department. We are looking for undergraduate students or recent grads with an interest in learning about the Customer Success function (different from Customer Service), entrepreneurship, education technology, and/or SaaS business models. Success as an intern will require a team player approach, ability to work across different teams with disparate needs, creativity, and original thinking to proactively identify new and different approaches to renewing a high volume of customers every month. The Customer Success internship will offer a modest stipend and is a 2-3 month engagement.

Projects/Learning Opportunities:
  • Partner with Marketing team to review and enhance email templates used to communicate with clients through the customer lifecycle
  • Assist the Business Systems team in reviewing and leverage our Salesforce pipeline and client profile data
  • Work with our Co-Founder/Head of Customer Success to analyze current engagement metrics and establish best practices for determining engagement
  • Work with our Customer Success Operations/Growth Team Leader to develop a playbook for CSMs

Expectations and Qualifications:
  • Ideally looking for students pursuing undergraduate degree or recently graduated
  • Ability to work at least 20 hours a week
  • Exceptional customer service skills
  • Thrives in working in a fast-paced startup environment where agility is necessary as we continue to improve on processes/procedures to better handle our growing customer base
  • Excellent follow up skills, coupled with reliability and dependability
  • Ability to work independently and be responsible for meeting goals
  • Strong team player with the ability to work well with others
  • Energetic, detail-oriented, self-starter with strong work ethic and excellent track record of success
  • Excellent multi-tasking, planning, organizational and prioritization skills
  • Great communication skills - able to provide clear & concise guidance through emails, over the phone, or in person
  • Relentlessly optimistic with a sense of humor

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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