Colorado Nonprofit Association

ELV Client Success Specialist

Are you passionate about supporting early childcare programs and making a difference in the lives of children? Early Learning Ventures (ELV) is seeking a Client Success Specialist to join our Business Services Team. In this role, you will interact with early childcare programs, directors, key staff, and other stakeholders to provide and process information in response to inquiries, concerns, and requests about ELV’s shared services products and services. You will train early childcare programs on the use of ELV’s web-based software system, online resource platform, and third-party financial services solution.

Key Responsibilities:

• Serve Early Child Care programs, remotely and in person, by providing product and service information, troubleshooting, and resolving product and service problems.
• Deliver training on products and services to Early Child Care program directors and staff in a variety of formats, including instructor-led and webinars.
• Assist in developing and maintaining training content for both in-person and online trainings.
• Support retention of existing Early Child Care clients and provide onboarding and implementation support for new clients.
• Maintain accurate records in various reporting databases and prepare product and service reports.
• Establish and maintain effective relationships with internal and external stakeholders, providing feedback and reinforcement regularly.
• Follow project objectives, policies, procedures, and performance standards within the boundaries of requirements and project specifications.
• Maintain thorough follow-up with customers, direct reports, team members, and the entire organization.
• Assist with technology product updates and quality assurance.
• Collaborate with cross-team work as needed.
• Perform other duties as assigned.
• Assist with occasional translations.
• Utilize CRM tools to track client support and follow-ups. 

Qualifications:

• Fluent in both English and Spanish, with excellent written and verbal communication skills in both languages.
• Detail-oriented and results-focused.
• Ability to learn new software systems quickly.
• Excellent time-management and prioritization skills.
• Solid project and product management skills, with demonstrated experience delivering on a deadline.
• Independent thinker and problem solver.
• Resourceful with good follow-up skills.
• Commitment to seeing tasks through to the end.
• Presence of mind, analytical thinking, and logical thinking.
• Ability to accept, promote, and lead change within the work environment.
• Effective influence and communication skills cross-functionally.
• Desire to work in a fast-paced, ever-changing environment. 

Education & Experience:

• Bachelor’s Degree preferred.
• 1-3 years’ experience in customer service, data entry, product training.
• Proficient with Microsoft Office Products.
• Familiarity with multiple operating systems and cloud-based applications.
• Familiarity with CRM tools.
• Ability to navigate multiple browsers, tabs, and windows.

Remote Office Requirements:

• Dedicated private workspace on remote workdays.
• Reliable internet connection with a minimum download speed of 90 Mbps and minimum upload speed of 15 Mbps.