Description
VitalSource®, is hiring aCustomer Success Specialistto contribute to ourCustomer Success team located inOrlando, Florida. Please note:Only candidates whocurrently residein Orlando, Floridawillbe considered for this position.This role involves a hybrid work arrangement, combining remote work with regular in-person visits. The position requires travel to assigned campuses approximately 2–3 days per week, with extended presence during peak periods.As a Campus Success Specialist,you’ll be the trusted on-site ambassador for our course materials program and bookstore operations at designated partner institutions.In this pivotal role, you’ll combine your customer service expertise, relationship-building skills, and confident public speaking abilities to support and enhance the student experience.
While working closely with a Strategic Customer Success Manager, you’ll play a key role in ensuring the success and smooth operation of our campus partnerships.Key Responsibilities: Program & Campus Support
- Serve as the on-campus frontline representative for the course materials affordability and access program
- Maintain consistent on-campus presence 2-3 days per week including regular rotation to all campuses
- Address basic program related inquiries, including general inquiries regarding faculty adoptions, student access, and logistics
- Provide role-specific, Valencia-contextualized, interactive training sessions tailored to faculty, deans, and administrators
- Provide easy access to help documentation, virtual support rooms (e.g., Zoom), and hotlines during peak periods
- Participate in relevant campus and departmental meetings alongside the Customer Success Manager (CSM) and campus program coordinators
- Share regular updates with stakeholders on new platform features, best practices, and industry trends
Operational Oversight
- Collaborate closely with Valencia’s Campus Store and Academic Operations to resolve challenges and share solutions
- Respond promptly to inquiries (within 24 hours for routine questions; 1 hour for urgent needs)
- Monitor quality and escalate incidents or operational concerns
- Maintain a visible and supportive presence during high-traffic periods
- Track and report on key metrics including student interactions, training sessions, and distribution progress
- Coordinate onsite fulfillment activity during distribution periods, including material receiving, inventory, and student distribution
Outreach & Engagement
- Regular, proactive outreach to faculty, admins and deans to introduce yourself and the program, understand needs and priorities
- Represent VitalSource and the Valencia Online Bookstore at campus events (e.g., orientations, tabling events, resource fairs)
- Participate in department meetings, faculty development workshops, student orientations, and other relevant campus activities
- Actively solicit feedback from stakeholders, including students, faculty and staff, and use it to drive continuous improvement and platform enhancements
- Assist in executing on-campus components of marketing and awareness campaigns
- Ensure signage and informational materials are current and placed appropriately across campus
- Build and maintain positive working relationships with campus departments (e.g., bookstore, IT, student services)
- Coordinate with CSM and Marketing team and help execute on-campus components of marketing and communication plan
Other Duties:
- Provide occasional support to other internal teams (e.g. Adoptions Enablement, Customer Enablement, etc…)
- Assist with special projects or cross-functional campus initiatives
- Identify opportunities to improve on campus processes and engagement
- Other duties as assigned
Required Qualifications:
- 1-2 years in a customer facing or support role; experience in higher education or Bookstore operations is a plus
Technical Skills:
- Proficiency using technology and digital customer relationship
- Management tools for tracking and reporting, Microsoft Office Suite
- Strong analytical, problem-solving, and decision-making skills
- Experience managing relationships
Soft Skills & Competencies:
- Strong communication and collaboration skills across multiple channels (email, slack, video conferencing, in-person) and with varied audiences (students, faculty, deans, department heads, administrative stakeholders)
- Strong public speaking and presentation skills
- Problem solving mindset and conflict resolution skills
- Ability to take initiative and work independently
- Knowledge and understanding of higher education environments, ideally in student services or academic support
What We Offer:
- Culture:Collaborative, Inclusive, and Mission-driven.
- More in your pocket:Competitive base salary and a strong variable component.
- We take care of all aspects of our people:Generous,well-rounded benefits such asMedical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
- Retirement:401K matchup to 5%.
- We support our families:12 weeks of paid parental leave.
- Continued education:Use our tuition reimbursement program.
- The Importance of Balance:Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
- Flexibility:Flexible work schedules and remote capabilities (by team) -feel free to skip the commute and hit your deadlines from home.
- Wellness:Opportunities for fitness challenges and rewards.
Salary Range: $46,000 to $57,500Who We Are:VitalSource Technologies, LLC has powered digital content delivery across the higher education ecosystem for over 30 years. Winner of the 2024 CODiE award for Most Innovative Ed Tech company, VitalSource delivers more than 28 million learning materials globally each year. With unmatched scale, the VitalSource Learning Delivery Network is trusted by thousands of content providers and institutions worldwide to deliver impactful learning experiences, fuel affordable access programs, and drive a learning advantage for every student.
Learn more athttp://get.vitalsource.com/and follow us onLinkedIn.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.
- EEO/AA Employer/Vet/Disabled
- We participate in EVerify.
- EEO Poster in English
- EEO Poster in Spanish
