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At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.
And that's where you come in:
We are seeking a dynamic and results-oriented Customer Success Product Specialist to become a subject matter expert for our Credentials & Catalog product lines, supporting our global customer base. You will play a pivotal role in empowering our Customer Success Managers (CSMs) with the deep technical product knowledge and strategic guidance needed to drive customer retention, growth, and overall success. This role requires a strong blend of Credentials and Catalog technical aptitude, strategic thinking, and exceptional communication skills to effectively bridge the gap between our product offerings and our customers' evolving needs.
What you will be doing:
- Global Customer Enablement (Approximately 40%):
- Partner with CSMs on the development and execution of cyclical agenda topics, webinars, campaigns, and other proactive customer outreach initiatives focused on Credentials and Catalog.
- Conduct in-depth research and analysis of product trends requiring advanced understanding of Credentials and Catalog.
- Report timely insights and regular status updates to CSMs on relevant customer trends, product issues, and internal projects.
- Participate in ad-hoc customer calls to provide expert product guidance and contribute to problem-solving strategies.
- Collaborate with CSM leadership to develop scaled customer communications that support adoption, retention and growth initiatives.
- Driving Retention and Growth (Approximately 25%):
- Take ownership of the retention and expansion strategy of the Credentials and Catalog product lines.
- Develop comprehensive plays aimed at increasing adoption, driving predictable retention and driving pipeline generation for Credentials and Catalog.
- CSM Enablement and Development (Approximately 25%):
- Create and deliver engaging product-focused professional development (PD) sessions for the Global CSM organization.
- Develop and distribute clear and effective materials for both CSMs and customers to support cross-sell, upsell, and deeper product adoption efforts.
- Provide data-driven recommendations to the Enablement team regarding CSM and Customer Success Associate (CSA) training and resource needs.
- Customer Advocacy and Product Collaboration (Approximately 10%):
- Act as a strong voice for the customer within product conversations and influence product decisions based on customer needs.
- Systematically gather and share valuable customer feedback with Product and Engineering teams.
- Actively participate in testing and providing feedback on product roadmaps and upcoming releases.
Here is what you will need to know/have:
- Demonstrated aptitude of Credentials and Catalog and ability to learn complex technology systems quickly
- Exceptional communication skills both written and verbal
- Capacity to set correct expectations and manage issues to completion
- Ability to multitask and prioritize tasks in a changing environment
- Strong team mentality, utilizing internal and external resources strategically and judiciously
- Customer facing background within the software industry
- Demonstrated ability to solve problems and seek solutions
Get in on all the awesome:
- We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
- Competitive compensation and participation in Instructure’s equity program
- Flexible schedules and a remote-friendly culture, with hybrid or onsite work based on business needs
- Generous paid time off, including global holidays and our annual “Dim the Lights” company-wide shutdown from December 26 to December 31
- Comprehensive wellness programs and mental health support
- Annual learning and development stipends to support your growth
- The technology and tools you need to do your best work—typically a Mac, with PC options available in some locations
- Motovosity employee recognition program
- A culture rooted in inclusivity, support, and meaningful connection
We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be — and when we openly welcome those ideas, our environment is better and our business is stronger. At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer. All Instructure employees are required to successfully pass a background check upon being hired.
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
