Senior Customer Success Manager

4 weeks ago


Folsom, United States CareerBuilder Full time

Folsom, California
Roanoke, Virginia
Remote, US

The Senior Customer Success Manager holds a pivotal role at PowerSchool, championing our customers' needs. This position demands a strong sense of personal accountability, a commitment to going above and beyond, and a collaborative mindset to deliver excellence to our customers.
Reporting to the Manager, Customer Success, the Customer Success Manager serves as the dedicated PowerSchool professional overseeing value delivery for our customer through PowerSchools acclaimed K-12 software solutions. We are seeking an individual who can effectively collaborate with customers and internal teams, fostering stronger relationships and driving product adoption through the initiatives such as Success Planning, Executive Business Reviews (EBRs), Impact calls. The role is strategically crafted to enhance customer retention through proactive customer engagement. As a Customer Success Manager at PowerSchool, the ideal candidate is a focused and organized self-starter capable of independent work within a collaborative team environment.
Responsibilities

Essential duties and responsibilities

include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Cultivate and nurture strong relationships with customers, serving as the trusted advisor in their journey with PowerSchool
Collaborate with customers to maximize the adoption and utilization of PowerSchool products, ensuring they derive maximum value from our solutions
Develop and implement tailored Success Plans for strategic customers, aligning their goals with PowerSchool's solutions to drive mutual success
Conduct regular EBRs to review overall relationship health, address challenges, and identify opportunities for enhancement.
Work closely with internal teams, including Sales, Support, Professional Services, and Product to ensure value delivery for customers.
Proactively lead discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship.
Act as a customer advocate within PowerSchool, providing insights and feedback to contribute to the continuous improvement of our products and services.
Strategize on renewals working closely with the rest of the Account Team
Effectivelyforecast customer healthandrisk of attrition.
Collaborate with sales teams to ensure growth attainment and increased footprint
Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Qualifications include:
4 years prior experience in a Customer Success, Account Management, or technical support role
Exceptional communication and presentation skills
Attention to detail and a strong bias for action
Strategic thinking with the ability to align solutions to customer goals.
Proficient in Microsoft Office suite
Mastery level of deliveringdifficult messages when necessary
Salesforce experience preferred
Understanding of K-12 education systems and technology preferred
Software-as-a-service (SaaS) experience preferred
Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
Associates degree or equivalent work experience

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