Job Description

The National Association for the Education of Young Children (NAEYC) is a 501c3 nonprofit organization with a mission to promote high-quality early learning for each and every child, birth through age 8, by connecting practice, policy, and research.

NAEYC is seeking a dedicated and proactive Customer Success Specialist to serve as the primary subject matter expert (SME) and a key point of contact for our customers. This role is crucial for ensuring our members, customers, and partners have seamless and successful experience with NAEYC's products, services, and systems. The specialist will be a master troubleshooter and a trusted liaison between customers, internal teams, and technology partners, with a strong focus on technical problem-solving and proactive process improvement. This is an essential position that combines hands-on support with strategic oversight, data analysis, and reporting.

Responsibilities:

Internal Customer Support & Technical Troubleshooting

• Serve as the go-to resource for Tier 1 and Tier 2 technical support across a wide range of customer issues.
• Diagnose and resolve low- to medium-priority technical problems via the call center and service console.
• Manage troubleshooting during high-volume periods to meet service level agreements (SLAs).
• Act as the primary contact for technical escalations with IT and Experience & Technology teams.
• Ensure consistent and controlled system changes by centralizing issue management.

Fulfillment & Inventory Management

• Oversee the full lifecycle of NAEYC products, from creation to sunset.
• Supervise and guide the Fulfillment Coordinator to ensure efficient order processing and inventory control.
• Resolve system discrepancies related to orders, fulfillment, and returns.
• Support sales order fulfillment across Salesforce, LMS, and related systems.

Proactive Process Improvement & Reporting

• Identify recurring issues and inefficiencies, proposing and implementing process improvements.
• Provide clear and concise reports to leadership on critical support requests, trends, and ongoing initiatives.
• Collaborate with technology teams to define system requirements and support technology enhancements.

Training & Knowledge Sharing

• Design and deliver training on systems, tools, and processes for Customer Care staff.
• Maintain comprehensive documentation, handbooks, and resources for customer-facing agents.

Case & Queue Management

• Manage customer service queues (e.g., info@naeyc.org) within Salesforce Service Cloud.
• Escalate and reassign cases to ensure timely resolution and maintain detailed records of support requests and outcomes.
• Analyze data to identify trends and inform long-term improvements.

Other Duties

• Perform additional responsibilities assigned to support departmental and organizational goals.

Qualifications

Education & Experience

• Bachelor's degree or equivalent professional experience required.
• Minimum of 3 years of experience with Association Management Systems (AMS); experience with event registration, LMS, and customer ticketing systems a plus.
• Experience in a member-driven nonprofit or association environment preferred.
• Salesforce experience required; Fonteva experience strongly preferred.
• Supervisory experience a plus.

Skills & Competencies

• Strong organizational and project management skills with exceptional attention to detail.
• Proficiency in CRM, AMS, and ticketing systems-especially Salesforce Service Cloud and Fonteva.
• Exceptional problem-solving and analytical abilities with strong technical troubleshooting expertise.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Proven ability to multitask, prioritize, and make independent decisions.
• Proactive mindset with a focus on process improvement and continuous learning.
• Empathetic, culturally sensitive, and professional in all customer and colleague interactions.

Mindset & Approach

• Customer-centric and solutions-oriented, with a passion for resolving challenges efficiently.
• Collaborative, adaptable, and committed to continuous improvement in support of organizational goals.

Physical Demands:

There are specific physical demands that must be met by an employee to successfully perform the essential functions of this position. For example, moving throughout a building, handling materials and objects, and communicating freely - writing, speaking, listening. Further discussion and reasonable accommodation will be considered to enable individuals with disabilities to perform the essential functions.

Position Designation: Hybrid: This role is based in the DC Metro Region and is required to physically be on-site in the DC office 3 or more day(s) a week due to the needs of the position. Employees are expected to be in the office on Tuesday, Wednesday, and Thursday unless otherwise determined by immediate supervisor and department lead.

Equal Employment Opportunity:

NAEYC is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, marital status, personal appearance, sexual orientation, gender identity or gender expression, family responsibilities, political affiliation, matriculation, genetic information, disability, or protected veterans status, or any other factor that is a prohibited consideration under applicable laws and regulations.

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