Localization Success Specialist

Job Description

Position Overview:The Localization Success Specialist plays a pivotal role in the overall success of customers and the Campus Support team, ensuring customer satisfaction with state reporting. This role primarily involves educating district support contacts, addressing inquiries, troubleshooting complex state reporting issues, and providing mentorship within the team. The Localization Customer Success Specialist collaborates with various departments within Infinite Campus andChannel Partnersto deliver exceptional support and solutions.

Job Responsibilities:

• Technical Representation:Serve as the primary state reporting representative for Campus Support, bridging communication between Customer Experience, Product Development, Business Development, and channel partners to enhance visibility and build strong relationships.
• Customer Engagement:Serve as the primary point of contact for customers with questions, requests, or troubleshooting problems related to state reporting.
• Customer Education:Provide state reporting education to district support contacts, ensuring they understand how to successfully submit state reporting.
• Expert Guidance:Provide proactive expert state reporting guidance to district support contacts, assisting them in troubleshooting and resolving issues effectively.
• Complex Problem-Solving:Demonstrate the ability to solve complex problems while efficiently prioritizing and knowing when to escalate issues.
• Documentation:Thoroughly document all support incidents and customer requests in the tracking system, ensuring timely updates and tracking unresolved incidents.
• Task Prioritization:Effectively prioritize multiple tasks throughout the day based on evolving circumstances.
• Customer Communication:Keep customers informed about the steps being taken to resolve their incident or service request.
• Process Improvement:Seek out areas needing improvement and drive efforts to fill gaps. Contribute insights into best practices and downstream impacts in cross-department meetings.
• Data Security:Adhere to established practices and procedures outlined in the master security guidelines when accessing Infinite Campus production customer data and test sites.
• Limited Travel:Limited job-related travel, less than 10% of the time.
• Other Duties:Take on other related duties as assigned, ensuring a comprehensive and proactive approach to responsibilities.

Desired Background:

• Bachelor's degree (BA/BS) or equivalent work experience.
• 3+ years' experience in a service organization.
• Expert knowledge of Infinite Campus products, specifically state reporting.
• Work experience within K-12 education.
• Understanding of thesoftware development life cycle.
• HDI Support Certification.

Performance Expectations:

• Perform job responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Demonstrate a strong customer focus, consistently achieving desired results within established time frames and maintaining a high level of quality and professionalism.
• Cultivate and sustain positive, productive work relationships with colleagues, customers, and business partners.
• Exhibit a professional attitude while seamlessly assimilating to the company's culture and adhering to its customer service philosophy.
• Effective communicator, demonstrating excellent written and verbal communication skills (e.g., persuasion, motivation) during both internal and external customer interactions.
• Analytical mindset to solve complex issues, showcasing problem-solving capabilities.
• Showcase proficiency in project management, ensuring effective and efficient execution.
• Keen attention to detail, skillfully distinguishing between critical and irrelevant information.
• Take personal initiative to continuously learn, stay informed, and acquire new knowledge, skills, and understanding.
• Follow an ethical approach, learning from mistakes and consistently striving to improve performance based on each experience.
• Study, understand, and recognize the inner workings of team dynamics to contribute to a cohesive and effective working environment.

Position must adhere to the practices and procedures outlined in the master security guidelines.

*This position may perform job responsibilities directly for a customer contract, which may be subject to a more thorough criminal background check to include, but not limited to, fingerprints, outside the standard screening. If the position performs job responsibilities directly for said customer(s), employee is required to pass the specified criminal background check; meeting the requirements of the customer contract.

Infinite Campus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Infinite Campus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Infinite Campus, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Infinite Campus' employees to perform their job duties may result in discipline up to and including discharge