Field Service Representative-Print

The Client Success Representative – Print Purchases will focus on building strong, long-term relationships with print buyers, ensuring high levels of satisfaction and encouraging repeat purchases. This role is responsible for welcoming new clients, following up on print orders, driving engagement with Aztec Software’s webinars and educational resources, and cross promoting print and digital products. The Client Success Representative will also gather market intelligence, identify opportunities for cross-selling, and position Aztec Software’s offerings to outcompete others. This role requires a proactive, client-centric approach to managing a large portfolio of accounts.

Additionally, this role will assist with handling Support Line phone calls and emails, ensuring inquiries are routed to the appropriate team members for resolution.

Essential Functions

Client Onboarding:

• Welcome and onboard new print buyers, providing a smooth post-purchase experience to include understanding their program, scope of service, current resources used and opportunities for Aztec to further support.

• Conduct personalized follow-ups on print orders to confirm satisfaction and resolve any issues quickly.

• Proactively engage clients with Aztec Software’s educational resources, including webinars, product information, and additional thought partnership, ensuring they make the most of available offerings.

Support Line Management & Issue Resolution:

• Serve as the first point of contact for inbound Support Line phone calls and emails as necessary.

• Address client inquiries, troubleshooting simple issues and escalating jurisdictional/ complex matters to the appropriate team members.

• Ensure all client concerns are tracked or forwarded in a timely manner, maintaining high levels of client satisfaction.

Relationship Management:

• Build and maintain strong, long-lasting relationships with clients, understanding their needs and goals.

• Serve as a client advocate internally, ensuring client needs are understood and addressed by relevant teams.

Cross-Promotion & Upselling:

• Identify and promote relevant print and digital products that align with the client’s needs, presenting digital solutions as a natural extension of their print purchases.

• Drive engagement with product updates, webinars, and resources to showcase the full value of Aztec Software’s offerings.

• Proactively manage re-purchase opportunities and develop strategies to encourage clients to reorder and expand their product usage.

Client Retention & Re-Purchasing:

• Track and analyze client purchasing cycles, identifying optimal times for re-purchasing based on seasonal trends and historical data.

• Build strong relationships with clients through consistent communication, fostering long term loyalty and increased client lifetime value.

Competitive Intelligence & Feedback:

• Gather insights on client’s use of competitors serving the market and provide internal teams with actionable intelligence to inform product improvements and marketing strategies.

• Act as a client advocate, capturing and communicating feedback to internal teams to drive product enhancements and better meet client needs.

Operational and Field Support

• Assist educators with various learning models to include blended models.

• Share educational best practices with customers.

• Document activities in company CRM software.

• Develop and maintain long-term client relationships.

• Display thorough knowledge of adult education standards (national, state and, local).

• Communicate internally and externally to influence sales, marketing, and product development.

• Perform duties with limited (minimum) oversight.

• Collaborate with team members during development, testing, and post-live processes.

• Available to travel up to 30% of the time (when applicable).

Essential Education, Skills and Experience

• Bachelor’s degree in Business, Communication, Marketing, Adult Education, Workforce Development, or a related field, or equivalent work experience. Two years of experience in Adult Education classroom, or an administrative role preferred.

• Strong proficiency with commonly used technologies (e.g., Microsoft Office) and an ability to master new software applications as needed.

• Pleasant phone manner and comfortable with web-conferencing platforms to connect with clients.

• Strong organizational skills and an aptitude for assessing the needs of educators and organizations.

• Effectively communicating with a variety of stakeholders to include educators and administrators.

• Demonstrated technical troubleshooting skills, capable of addressing and resolving client issues efficiently as the first point of contact.

• Forming and maintaining strong relationships with clients, ensuring client satisfaction with delivered services.

• Outstanding written, verbal and interpersonal communication skills.

• Detail-oriented.

• Excellent communication, technical, analytical, and problem-solving skills with a sense of commitment to accuracy.

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards including meeting qualitative and/or quantitative productivity standards.

• Ability to maintain regular, punctual attendance consistent the ADA, FMLA and other federal, state and local standards.

• Must be able to lift and carry up to 50 pounds.

• Must be able to talk, listen and speak clearly over phone and other communication methods.

• May require you to be stationary sitting at your desk for long periods of time.