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Client Experience Specialist

Job Summary

The UX team serve as client advocates to ensure the highest level of usefulness, desirability and client satisfaction. This team helps EMC establish and maintain consistent quality standards, and help implement an engaging and effective user experience for clients. The Client Experience Specialist works directly with product, sales, and other support teams to ensure the successful onboarding of users to EMC’s digital products; to assist with, and help co-ordinate trainings and Professional Development; to support pre-sale and post-sale engagements; and to provide issue resolution for users in conjunction with the other support teams. The Client Experience Specialist will assist with creating and maintaining user support and training materials, and will provide analysis and feedback from user data to inform product development and support teams.

Essential Duties and Responsibilities

  • Facilitate the resolution of client issues. Assist other team members with issue resolution. Maintain proactive relationships with colleague and customers to promote a high level of customer satisfaction. Provide feedback to all business units as needed. Manage follow up with customers to ensure complete satisfaction. Provide exceptional customer service to deliver program and technology solutions and support
  • Facilitate the onboarding, setup, and communication of new adoptions, demos and pilots for EMC. Provide ongoing support, communication and training for existing customers as part of the continuing onboarding process
  • Create training videos, FAQ’s and user guides. Manage the product and support knowledge base. Perform testing as required on new features and functionality and report findings to Product Development
  • Other duties as assigned

Required Education and Experience

  • 1+ years working with digital product and support services (product and/or project management, customer service, technical support, marketing, sales, etc.)
  • Associates Degree in Computer Science, Information Systems, Graphic Design, or related field, or equivalent work experience
  • Tech savvy with an interest in Ed-tech trends
  • Excellent interpersonal communication skills
  • Excellent organizational and analytical skills

Qualifications, Knowledge, Abilities and Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

  • User-focused, analytical, and strong communication skills
  • Ability to work in a team environment
  • Effective in communicating complex technology information in clear, precise language
  • Technology literate
  • Familiarity with a myriad of devices (PC, Mac, iOS, Android, etc.) and software (Windows OS, MS Office, Salesforce, etc.), multi-line phone systems, chat functions, and other typical helpdesk functions
  • Strong working knowledge of networking technologies, operating systems, desktop support and telecommunications
  • Ability to deliver findings that can translate insights into action
  • Strong ability to apply situational analysis to customer problems.
  • Adaptive to constantly evolving technology platforms and quickly able to learn these changes
  • Think critically and understand when unique situations require pushing the envelope
  • Self-motivated and capable of multitasking

 

EMC Publishing offers market-competitive salary with excellent benefits.

To be considered for this position, you must submit your cover letter, resume, and salary requirements by applying through employment@emcp.com, linkedin.com, or by visiting emcp.com No phone calls please.

EMC Publishing LLC is an Equal Opportunity Employer: Minorities, Women, Veterans, Disability.

EMC Publishing, LLC is committed to providing Equal Opportunity to all applicants.  In accordance with our policies and federal law, we’re committed to provide reasonable accommodations. If you are a qualified disabled person, a disabled veteran or have other barriers to access our online application system, please contact Human Resources at 651-290-2800 to discuss alternative ways to apply for employment.