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SchoolMint // online & mobile school enrollment solns
New York City    Posted: Tuesday, August 13, 2019
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The Customer Success Specialist will be responsible for ensuring schools & parents have a happy & successful experience with SchoolMint. Ultimately, the Customer Success Specialist will ensure our customers excel at using their SchoolMint software, by providing coaching & training on the product, helping support prompt resolution to any issues our customers face, & ensuring our clients realize their ROI of their SchoolMint solution.

Key Responsibilities:

  • Manage & deepen relationships with a portfolio of charter school & small district partners, drive renewals, reduce churn, & increase customer satisfaction
  • Lead annual retrospectives sharing compelling data around usage & growth & identifying actionable feedback
  • Proactively understand clients needs & ensure they maximize their use of their SchoolMint solution by growing customer product usage & up-selling new features
  • Support annual academic milestones from updating applications to refining processes to working with internal data & technical resources to update student data.
  • Monitor customer health through data analysis of product use, support inquiries, NPS scoring & other health criteria
  • Drive new business growth through advocacy & referrals
  • Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency & depth of product interaction
  • Create, own, & execute end-user trainings through product knowledge with the ability to command a small to large audience
  • Collect & manage product feedback from clients to share with our product team & participate in conversations advocating for an improved client experience
  • Collaborate with team members across Support, Professional Services, Customer Success, Product, & Engineering as needed to resolve issues & deliver great customer experiences.
  • Contribute to team initiatives, including the creation of knowledge, processes & tools to improve the efficiency & productivity of SchoolMint customer success
  • Collaborate with peers on best practice sharing & solutioning

Basic Requirements:

  • BA or BS degree or higher
  • 2-3 years experience in account management or customer success role at a technology company
  • 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 environment
  • Education field experience or operations experience working in a public school
  • Knowledge of Pivotal Tracker, Totango, ZenDesk and/or Salesforce
  • Background in technology
  • Fluency in a Spanish or other language is a plus!
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