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SchoolMint // online & mobile school enrollment solns
New York City    Posted: Wednesday, October 02, 2019
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The Customer Success team ensures that school districts, CMOs & families have a happy & successful experience utilizing SchoolMint products. As a player-coach, the Manager, Customer Success will support a portfolio of enterprise customers (large districts & CMOs) in using & fully adopting their SchoolMint software by providing coaching on the product, refining & growing their solution, helping support prompt resolution to any issues our customers face, & ensuring our clients realize their ROI of their SchoolMint technology. In addition, the Manager, Customer Success is a people manager where their expertise in the SchoolMint Product & client relationship management enables them to mentor team members & advise clients to successful value realization of SchoolMint products.

As our Manager, Customer Success, you will report to our Director of Customer Success & contribute to the companys strategic direction, development, future growth, culture, mission, & values. You will provide leadership within the Customer Success team, in the following key areas:

Account Management

  • Manage & deepen relationships with a portfolio of enterprise CMOs & Public School Districts to drive renewals, reduce churn, expand revenue & product adoption & increase customer satisfaction. Specifically:
    • Monitor customer health through data analysis of product use, support inquiries, NPS scoring & other health criteria
    • Drive new business growth through advocacy & referrals
    • Discover & create additional new opportunities within existing accounts
    • Negotiate contractual terms with existing/renewing clients
    • Accurately forecast monthly & quarterly renewals
    • Track account activity to identify churn risk & work proactively to eliminate that risk
  • Develop a deep understanding of a clients business requirements, challenges, SchoolMint solution & set-up to support annual academic milestones from updating applications to refining processes to working with internal data & technical resources to update student data.
  • Collaborate with team members across Support, Professional Services, Customer Success, Product, & Engineering as needed to resolve issues & deliver great customer experiences
  • Serve as the primary interface with customers to manage & resolve any critical situations
  • Lead annual retrospectives sharing compelling data around usage & growth & identifying actionable feedback
  • Create, own, & execute end-user trainings through product knowledge with the ability to command a small to large audience

People & Process Management

  • Motivate & create an environment where Customer Success Specialists thrive & delight customers
  • Manage the day-to-day activities of our Customer Success Specialists, while leading the teams continued professional development, growth & expansion. Must be comfortable working with a remote team.
  • Act as a point of escalation for clients of Customer Success Specialists
  • Set expectations on performance & give feedback to Customer Success Specialists. Manage out underperformers.
  • Work with leadership on core process development & continuous improvement of Customer Success tools to support team scalability.
  • Lead the adoption of SchoolMints Customer Success principles, standards & tools to drive successful customer interactions, including our Customer Success Platform
  • Participate in the recruitment new Customer Success team members

Basic Requirements:

  • BA or BS degree or higher
  • 3-5 years experience in customer success or account management role at a technology company
  • 2-3 years of management experience
  • Experience developing strategies to increase the adoption of technology solutions
  • Passion for improving education
  • Strong communication, presentation & negotiation skills, with the ability to inspire others
  • Analytical & process-oriented mindset
  • Demonstrated ability to manage large, multi-stakeholder projects with exceptional results
  • Self-driven, persistent, & assertive
  • Enthusiastic lifelong learner
  • Strong empathy for customers & passion for revenue & growth
  • Excellent organizational & time management skills
  • Technical aptitude with a solid understanding of technology & how a product works

Even Better:

  • Experience with training and/or configuring SAAS software solutions
  • Experience in a startup or technology environment
  • Education field experience or operations experience working in a public school
  • Knowledge of Pivotal Tracker, Totango, ZenDesk and/or Salesforce
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