We have two positions at Goalbook that look similar in title but are actually quite different in function and responsibilities. To help you distinguish between the roles and decide which may be a better fit for you, we put together the following information about our Customer Support and Customer Success roles at Goalbook.
Customer Support
Customer Support roles are in our Operations department. A Customer Support role provides technical, back-end support for school districts and Goalbook Toolkit users. There is no traveling to schools in this role, and this role does not overlap with — or grow into — a Customer Success role.
Primary Roles and Responsibilities:
In Customer Support, the primary roles and responsibilities include helping to set up user accounts, troubleshooting support tickets, invoicing, answering technical questions and customer inquiries, and addressing bugs.
Main Goals of the Job:
The main goal for this role is to help Goalbook Toolkit users solve technical issues and navigate their accounts.
What Prior Experience Would Be Best for This Role:
Prior experience that would benefit you in this role includes technical customer service or support for a technology company.
What Qualities a Person Has to Do Well in This Role:
A person in this role is very organized, thinks systematically, and prefers working behind the scenes. Additionally, a person in this role must communicate clearly via email and represent Goalbook positively while providing support to our partners and users.
Customer Success
Customer Success roles are in our Business department. A Customer Success role provides Goalbook Toolkit implementation support for school districts. It is a customer-facing role, and travel to schools is required for meetings with district leaders and facilitating professional development.
Primary Roles and Responsibilities:
In Customer Success, among the primary roles and responsibilities is partnering with school districts to ensure that Goalbook Toolkit is implemented effectively and with fidelity. Customer success managers are also active in contract renewals to ensure that the partnerships continue into the next school year.
Main Goals of the Job:
The main goals for this role are to ensure Goalbook Toolkit is implemented effectively, maintain relationships with our current partners, and support contract renewals for long-term impact.
What Prior Experience Would Be Best for This Role:
Prior experience as a school administrator or instructional coach would be beneficial in this role. Also, experience in a business setting would be ideal.
What Qualities a Person Has to Do Well in This Role:
A person in this role is entrepreneurial in spirit, is strong in building relationships, and has a passion for educator practice. In addition, to do well in this role, a person should have education experience and an understanding of the regional educational landscape.
To Sum It Up
The Customer Support role provides back-end support for individual Goalbook Toolkit users, while a Customer Success role is customer-facing and ensures Goalbook Toolkit is implemented with fidelity throughout the district.
Customer Success team members plan meetings with partners and district leaders, and the role includes travel to provide training and other professional development necessary to support the implementation of Goalbook Toolkit.
Customer Support team members do not travel to schools, provide back-end support that is more technical in nature, and answer user inquiries via email.
Other ways of looking at the differences between the roles are:
- Customer Success makes the renewal; Customer Support processes the invoice.
- Customer Success facilitates the training; Customer Support makes sure that the accounts are accessible for educators during the training.
- Customer Success presents utilization data to district partners; Customer Support helps ensure all users are able to access and utilize the tool.
We hope this article helps clarify your understanding on Customer Support roles and Customer Success roles at Goalbook. If you’re interested in one of these roles, take a look at our careers page to see if you’d be a good fit for any of our live listings.
