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Customer Success Manager

2 months ago

Mechanicsburg, United States Eduplanet21 Full time

Job Summary

As a key member of the Customer Success team, reporting to the Director of Customer Success, the Customer Success Manager holds a central position in delivering exceptional proactive support and resources to empower clients in reaching their goals. Tasked with steering customers through their Eduplanet21 journey, the CSM plays a key role in onboarding new clients and nurturing long-term relationships. Working closely with an assigned customer portfolio, this role is dedicated to ensuring overall satisfaction, addressing areas of discontent, and meeting specific customer needs. This is a remote position, with travel up to 25% of the time. Duties and Responsibilities

Provide Proactive Support

Innovate and implement strategies to continuously enhance interactions with partner schools, scheduling regular customer touchpoints or visits to ensure achievement of goals. Analyze usage data from partner schools, identifying opportunities for improvement. Address training requests from schools promptly and effectively and contribute to the creation of training content to empower schools in utilizing our platform effectively.

Advocate for our Company

Articulate how Eduplanet21 aligns with customers' specific needs. Cultivate a positive reputation among customers and leverage personal relationships to encourage customer referrals.

Onboard New Customers

Work with our Implementation Specialists to prioritize onboarding as a critical function, ensuring customers are educated on product usage. Facilitate a seamless transition for customers to quickly realize the value of your product in achieving their goals.

Build Relationships Between Customers and Support Team

Recognize the distinction between CSM responsibilities and technical or product-related issues and enable customers to navigate minor challenges by seamlessly connecting them with the appropriate support channels.

Be the Voice of the Customer

Organize, analyze, and share customer feedback with internal teams to ensure decisions align with customer expectations.

Requirements and Qualifications

Passionate about technology and its impact on education. Some travel may be required for this position. Bachelor's degree in Education, Business, or related field. Previous experience in a similar role within a B2B organization (not mandatory). Passion for K12 Education. Skills

Tech-savvy with the ability to quickly adapt to new tools. Ability to build and maintain lasting relationships. The ability to resolve conflict swiftly and through appropriate channels. Excellent written and oral communication skills. Strong organization, including but not limited to:

Time Management. Decision Making. Adaptability and Flexibility.

The ability to remain calm in stressful situations. Creative problem-solving abilities. Self-driven and proactive nature.

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