Job Description

SUNY Polytechnic Institute (SUNY Poly) is New York’s globally recognized, high-tech educational ecosystem, formed from the merger of the SUNY College of Nanoscale Science and Engineering and SUNY Institute of Technology. SUNY Poly offers undergraduate and graduate degrees in the emerging disciplines of nanoscience and nanoengineering, as well as cutting-edge nanobioscience and nanoeconomics programs at its Albany campus, and degrees in technology, professional studies, and the arts and sciences at its Utica/Rome campus. As the world’s most advanced, university-driven research enterprise, SUNY Poly boasts more than $20 billion in high-tech investments, over 300 corporate partners, and maintains a statewide footprint. The 1.3 million-square-foot Albany NanoTech megaplex is home to more than 3,500 scientists, researchers, engineers, students, faculty, and staff, in addition to Tech Valley High School. The Utica/Rome campus offers a unique high-tech learning environment, providing academic programs in technology, including engineering, cybersecurity, computer science, and the engineering technologies; professional studies, including business, communication, and nursing; and arts and sciences, with degrees and course offerings in natural sciences, mathematics, humanities, and social sciences. Thriving athletic, recreational, and cultural programs, events, and activities complement the campus experience.

The Role

You will be responsible for :

• Building strong client relationships by providing customers with ongoing support and regular sharing of best practices, insights, and product knowledge.
• Partnering with the sales team to ensure that new customers are onboarded successfully.
• Identifying opportunities across the customer lifecycle to increase customer satisfaction and revenue.
• Ensuring a high level of customer renewals.
• Building strong product expertise and providing training & ongoing support as required.
• Providing feedback and advocacy on customer pain-points to internal teams.
• Handling inbound calls and emails in a professional manner.
• Resolving customer inquiries and requests and ensuring strong customer satisfaction.
• Working with various internal teams to ensure prompt and accurate order processing and delivery.
• Escalating customer feedback as required.

Ideal Profile

• You have at least 2 years experience within a Customer Service or Customer Success role, ideally within the Consulting, Ed Tech and Other Services industry.
• You possess excellent interpersonal as well as written and verbal communication skills.
• You are highly goal driven and work well in fast paced environments
• You enjoy finding creative solutions to problems
• You are a strong team player who can manage multiple stakeholders

What's on Offer?

• Flexible working options
• Fantastic work culture
• Leadership Role

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