Customer Success Manager

2 months ago

Chandler, United States StrongMind Full time
Position Summary:

As a Customer Success Manager at StrongMind, you will be the primary point of contact for our clients, ensuring they maximize the value of our educational technology solutions and curriculum. You will focus on building and maintaining strong relationships, managing integrations, overseeing content and course delivery, facilitating onboarding and training, and ensuring seamless contract and billing processes. Your goal is to drive customer satisfaction, retention, and long-term growth by delivering exceptional support and guidance throughout the customer lifecycle.

Key Responsibilities:
  • Relationship Management:
    • Build and nurture long-term relationships with key stakeholders, serving as a trusted advisor who understands and addresses their unique needs.
    • Conduct regular meetings and reviews to maintain open communication, assess partnership progress, and identify areas for improvement or expansion.
    • Regularly monitor customer health metrics to identify potential risks and maintain strong client relationships.
    • Provide consultative services to help clients optimize their use of StrongMind's platform, ensuring continuous value and satisfaction.
  • Integrations:
    • Oversee the integration of StrongMind's platform with clients' systems (LMS, SIS, etc.), ensuring each step is completed efficiently and effectively with correct stakeholder involvement.
    • Work closely with internal departments such as product and engineering to align efforts and ensure the integration process meets client requirements and timelines.
    • Work as the liaison during the integration process to ensure any issues that arise are addressed for a smooth and successful deployment for clients.
  • Onboarding:
    • Lead the onboarding process for new clients, ensuring a smooth transition to StrongMind's platform.
    • Develop and implement customized onboarding plans that align with client objectives.
    • Provide clients with the necessary resources and support to get started with StrongMind's solutions.
    • Act as a resource provider by delivering all necessary tools, documentation, and training materials to support client success.
  • Content/Course Delivery:
    • Assist with content and courses to clients as necessary.
    • Ensure that clients have access to the right resources at the right time to support content and course delivery.
  • Contract and Sales Management:
    • Support the contract renewal process by proactively engaging with clients to ensure timely renewals and addressing any potential concerns that may impact retention.
    • Collaborate with operations as necessary to support contract renewals.
    • Partner with the sales team to identify and pursue upsell and presell opportunities that align with client needs.
  • Billing:
    • Assist operations with needed information in the billing process.
    • Address any billing-related inquiries from clients, providing clear explanations and solutions.
Desired Characteristics:
    • People-Focused and Engaging: You excel at building and maintaining strong relationships across key stakeholders, advocating for our school customers. Your ability to listen empathetically allows you to deeply understand and effectively communicate the needs of our partner educators.
    • Consultative Expertise: You leverage your experience and knowledge to apply a tailored, consultative approach to each new implementation, continuously enhancing our success and expanding our knowledge base.
    • Goal-Oriented and Detail-Oriented: You are diligent in following up on action items, quickly mastering our products, and ensuring that all information in our customer relationship management software is accurate and up-to-date.
    • Change Management and Solution-Oriented: You effectively manage urgent, high-priority tasks while engaging in reflective, critical thinking to drive improvements in our internal processes.
    • Strong Presentation Skills: You are skilled in designing and leading professional development sessions. Your excellent verbal, written, and interpersonal communication skills enable you to read the room and adapt your presentation style as needed.
    • Educational Expertise: You bring a deep understanding of the current educational climate, policies, and research, backed by experience in the education sector.
    • Willingness to Travel: You are willing and able to travel up to 30% of the time to visit customer schools and conduct professional development sessions on a national scale.
Preferred:
  • 3+ years combined as a K-12 public/charter teacher, administrator, or school-level leader
  • Experience in education technology
  • Experience in project management
Company-wide skills, abilities and expectations:
  • Communicate clearly and professionally in both written and verbal form
  • Maintain a high level of customer service with both internal and external customers
  • Maintain a professional code of conduct, including professional language, actions and attire
  • Maintain confidentiality of matters pertaining to clients and co-workers
  • Acknowledge and accept direction from company leadership
  • Demonstrate willingness and desire to work and collaborate with clients, co-workers and the general public
  • Prioritize work and handle multiple tasks while working independently
  • Remain organized and plan well
  • Work well under pressure, pay attention to detail, meet deadlines and deal with difficult situations while maintaining composure, professionalism, and a positive attitude.
  • Examine data analytically, showing excellent reasoning and problem-solving skills as it relates to continuous improvement
  • Commit to professional and personal growth
  • Embrace a culturally diverse environment
  • Know and be proficient in Microsoft Office programs
  • Adapt to change while conveying professionalism
  • Work under pressure; pay attention to detail; meet deadlines; deal with difficult individuals while maintaining composure and professionalism
  • Meet quantitative and qualitative performance expectations and requirements

Environmental Conditions:Collaborative open environment, office environment

The company will provide equal consideration to all qualified applicants for employment without regard of race, religion, color, sex, gender, national origin, age, veteran status, marital status, or disability protected by law.

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