Customer Success Manager

3 weeks 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 at client institutions.
    • Serve as a trusted advisor to clients, understanding their unique needs and goals.
    • Proactively engage with clients to ensure they are utilizing StrongMind's solutions effectively and are satisfied with the outcomes.
  • Integrations:
    • Oversee the integration of StrongMind's platform with clients' systems (LMS, SIS, etc.), ensuring each step is completed efficiently and effectively.
    • Work closely with internal departments such as product and engineering to align efforts and ensure the integration process meets client requirements and timelines.
    • Manage the implementation of integrations, addressing any issues that arise and ensuring a smooth and successful deployment for clients.
  • Content/Course Delivery:
    • Deliver content and courses to clients.
    • Monitor and optimize the delivery process to enhance client satisfaction and learning outcomes.
  • 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.
  • Training:
    • Deliver training sessions (virtual and in-person) to help clients effectively use StrongMind's platform.
    • Create and/or articulate updates needed for training materials, ensuring they are clear, comprehensive, and accessible.
    • Continuously assess training needs and provide ongoing education to clients as needed.
  • Contract Management:
    • Lead 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.
  • Billing:
    • Coordinate with the operations to manage the billing process, ensuring accuracy and timeliness.
    • 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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