Customer Education Advocate (Aspire)

Who We Are:

We’re Aspire, the leading SaaS provider for the landscaping and commercial cleaning industries and a proud member of the ServiceTitan family since 2021. Our cloud-based business management system automates all aspects of field service operations for enterprise and small to medium-sized businesses enabling our clients to accelerate growth, streamline operations, increase customer retention, and maximize revenue. Trusted by thousands of premier field services leaders in the US and Canada, our solutions empower our clients to make better business decisions for their companies. Our partnership with ServiceTitan has enabled us to continue scaling our platform and customer base while maintaining our collaborative, tight-knit culture.

Ready to make your career move?

The Customer Education Advocate role is primarily responsible for supporting multiple products to solve escalated issues from the first level of AspireCare support team.  The position requires a full understanding of Aspire software platform and a superb ability to communicate functionality with clients.

Reporting to the Director of AspireCare, the Customer Education Advocate works in a fast-paced environment to identify and provide solutions to client challenges and to manage several issues and clients simultaneously while also defining and creating client form layouts.  The Education expert will work closely with the development team in identifying and resolving escalated client system issues.  Overall, the Customer Education Advocate must ensure that the organization is consistently exceeding clients’ expectations and anticipating clients’ future needs.

What You’ll Do: 

• Work with the CSM and AspireCare teams to understand training needs for clients struggling with a basic understanding of the software
• Provide Training to the clients based upon a program established by the assigned CSM or Department Director
• Provide Training to clients based upon ticket submissions to AspireCare
• Build a strong business relationship with the power user team to ensure successful use of The Aspire Software system
• Support the client power user during the training of their staff
• Provide management timely feedback on product design and functionality issues
• Communicate clearly, timely and effectively progress of the training plan to the assigned CSM
• Maintain clear, concise communication with the Clients power user as to the progress of the training plan
• Provide Client with a clear understanding of the responsibilities of the AspireCare team and the CSM team and how to access both, during the Implementation graduation call
• Foster a spirit of teamwork and unity among team members that enables each employee, the AspireCare team, and the organization to succeed
• Assist Aspire customer care representatives, providing day-to-day guidance for specific help ticket-related questions – especially those related to clients in deployment
• Escalate training concerns to the CSM and/or Director of Client Support immediately to ensure completion of the training plan in the desired timeline
• Provide first-level troubleshooting of client issues with Aspire to pinpoint cause, establish reproducible conditions, and clearly and succinctly document scenarios
• Monitor and respond to client conversations through our chat feature daily
• Participate in answering client calls through phone system

What You’ll Need: 

• A knowledge of the entire Aspire Software system required
• Ability to train all modules of Aspire with proficiency and confidence
• Excels at listening and understanding
• Excellent problem-solving skills
• Strong verbal and written communication
• Experience with issue reporting and tracking system is a plus
• Training Experience – ability to teach and control a meeting
• Landscape industry experience a plus

Where You’ll Work:  Our headquarters is located in Chesterfield in St. Louis County. We recently opened a second office in Plano, TX.  This position is currently working Monday through Thursday in the office and Fridays from home, unless you live out of the office area then you the employee will work remotely.