Customer Success Manager

2 weeks ago

Austin, United States Sirius Education Solutions Full time
Job DescriptionJob Description

This is a remote position.


The Customer Success Manager (CSM) is responsible for maximizing customer satisfaction, fostering long-term partnerships, and driving product adoption and retention for our clients across Texas. The ideal candidate will have strong analytical skills and the ability to address customer needs and concerns by establishing deep and strategic relationships with our clients. In select cases, the CSM will work with senior staff within a target district with a higher-level, more complicated decision-making process.

The CSM builds and maintains relationships by gathering customer feedback and collaborating cross-functionally with internal team leads, sales, operations, training, and product development personnel to ensure continued customer satisfaction, success, and loyalty. At Sirius Education Solutions, our vision is to become “invaluable” to our customers.

Job Responsibilities

  • Build and maintain strong working relationships with key leadership and staff members in district customers, including administrators, teachers, and staff to better understand customer needs and goals, provide strategic guidance, offer insights into best practices, and empower customers to make informed decisions that drive change and improvement.

  • Work closely with Sirius’ product management and development groups to drive a customer-centric approach to meeting our district customer’s current and long-term needs, quality objectives, and timelines, including those related to reports and analytics.

  • Establish communication channels between Sirius Education Solutions and district customers, ensuring vital information is delivered to the appropriate contacts.

  • Facilitate smooth onboarding processes for new customers.

  • Work to understand customer needs, challenges, and goals and act as a customer advocate with a focus on monitoring customer health, satisfaction, and retention.

  • Analyze Sirius product customer data to triage and provide remedial resolution or recommendations for impromptu district issues; help resolve escalated Instructional Support issues, as needed. Respond to district administrator requests for data reports.

  • Document communication with district leadership and staff.

  • Maintain regular status calls/check-ins with customers to assess health, address concerns, and identify opportunities, and group/team meetings with appropriate support team supervisors as well as appropriate personnel, including Sales Representatives, within Sirius.

  • Successfully transition additional add-on products and service opportunities to the Sirius Sales organization.

  • Collaborate with and understand the responsibilities of departments, including Educator Success, Marketing, Sales, Product Development, and Operations, to facilitate resolution as needed and ensure that assigned districts’ services, training, support, and custom development (as needed) are met.

  • Stay abreast of impactful product changes and customizations for key customers and communicate accordingly. This includes but is not limited to, joining key departmental calls with customers and Sirius operations and/or training team to plan implementation, next steps, review impact on customer implementation, etc.

  • Identify potential major needs/trends within and across key districts that hold potential new or additional revenue opportunities for Sirius.

  • Provide recommendations to Sirius’ leadership for potential “pilots,” research, or “focus groups” with districts and individuals to serve on Sirius Advisory Boards.

  • Required periodic travel within the state of Texas.

  • Other related duties as assigned.




Requirements

Required Skills/Abilities

  • Knowledge of the K-12 education market in Texas, including curriculum issues, market/customer challenges, funding sources, and the instructional materials acquisition process.

  • Knowledge of the Texas STAAR exam and the needs of districts related to this assessment.

  • Excellent interpersonal, verbal, and written communication skills.

  • Ability to work on a self-directed basis to a unified execution plan and vision.

  • Ability to work in a team environment and manage multiple responsibilities in a highly dynamic environment.

  • Demonstrate a positive team-oriented attitude in dealing with internal staff and external clients.

  • Able to build and maintain a strong working relationship with key leadership and staff members of customer districts.

  • Build communication channels between Sirius Education Solutions and the districts, ensuring the information is delivered to the appropriate contacts within both organizations.

  • Proactively work, prioritize, and manage issues that arise in member districts’ implementations.

Education and Experience

  • Bachelor’s degree in education, education administration, or a related field or equivalent experience is preferred.

  • Minimum (5) years of work experience as a teacher, Curriculum or Assessment Specialist/Coordinator, or school or district Administrator.

  • Experience working with K-12 digital and SaaS products, including those intended for instructional use and/or assessment.


Physical Requirements

  • Prolonged periods of sitting or standing at a desk and working on a computer.

  • Must be able to lift 15 or more pounds.

Reports To

  • Director of Sales


BenefitsBenefit-eligible employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees can enroll in our company’s 401k plan and receive an employer match. Employees have access to a flexible vacation and sick policy in addition to nine paid holidays, a winter office closure between Christmas and New Year's, and many additional perks and benefits.

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