Customer Success Manager
2 weeks ago
The Client Success Manager will work closely with clients to ensure a successful user experience for all stakeholders: administrators, teachers, students, and other community members. Through consistent communication and interactions, the CSM will identify client needs, guide the development of client implementation goals, and facilitate regular check-ins to gauge progress and needs. The CSM will provide client feedback to and work closely with other 95 Percent Group departments to promote and inform the development and delivery of client-centered products and services.
Essential Responsibilities:
Client Success Management:
Establish and lead an internal team for each assigned account to ensure and drive successful implementation and user experience with 95 Percent Group products.
Facilitate client on-boarding, including the development of implementation goals and related action plans.
Manage the cross functional delivery of 95 Percent Group products in alignment with implementation goals and action plans.
Proactively identify client needs regarding implementation gaps to prescribe and proactively communicate additional action items and resources to ensure continued and sustainable use of the product and services.
Analyze client usage metrics to track product implementation, success, and progress towards implementation goals.
Schedule and facilitate regular status meetings with the key partnership team to share data, review implementation progress and identify next steps towards reaching desired outcomes.
Communicate regularly with key client stakeholders and remain informed of national and local trends in education and funding to influence product renewals and expansions.
Maintain complete and accurate profiles of designated clients.
Internal Resource Coordination:
Develop collaborative relationships across all internal departments to represent the client perspective and influence the development of client-centered products and processes that ensure intuitive and appropriate user experiences.
Facilitate internal conversations with client teams to maintain collaboration across all client-facing services and ensure overall alignment to client needs.
Coordinate internal communication and collaboration across multiple internal teams to support the success of the customer
Sales Evaluation:
Support the sales team in pre-sales and evaluation activities, including managing pilot opportunities, to ensure clients have the necessary and appropriate resources and experiences to inform their decisions.
Guide the implementation of 95 Percent Groups process to ensure all accounts are provided with a seamless experience with 95 Percent Group products and services that are aligned to identified needs.
Monitor implementation events and reflect on how that execution supports client success and desired outcome.
Communicate with internal and external key stakeholders to navigate appropriate support.
Skills and Qualifications:
Bachelor’s degree in Education or related field
Three (3) or more years of experience as an elementary teacher, literacy coach, or similar role
Understanding of K-12 district and school structure, personnel roles, and infrastructure
Exceptional ability to efficiently build and maintain trusting relationships with clients.
High attention to detail, solution-oriented mindset, and ability to advocate for our client.
Professional presence and demonstrated ability to present to stakeholders at multiple levels including senior leadership.
Highly organized with strong planning and time management skills.
Outstanding interpersonal skills, ability to communicate professionally, persuasively, and confidentially over phone, e-mail, and in-person.
Capable of navigating and mediating conflict while being able to foster honest dialog.
Previous experience in a CSM role (optional)
Physical Requirements/Work Environment:
The use of standard office equipment/computers and/or level of physical work required
The work environment is an (office, classroom) with a (low/average) noise level
Approximately 30% travel required
Company Description:
95 Percent Group is a leader in literacy instruction for pre-K through grade 8 across the U.S. The company offers professional development training for teachers and administrators as well as print and online products to assist teachers with literacy instruction. 95 Percent Group’s comprehensive educational consulting, professional development, diagnostic assessments, and instructional materials help schools deliver instruction that consistently and significantly increase reading achievement.
The company was founded in 2005 and is based in Lincolnshire, IL (northwest suburban Chicago). Its customers are primarily school districts across the U.S., and they are served by consultants who travel for on-site training as well as through online training.
95 Percent Group has a fully engaged and highly committed leadership team who cares deeply about our mission. We’ve hired the best from inside and outside the industry. This is a tremendous opportunity to join a company positioned for continued significant growth. An added plus is knowing that what you’re doing every day is making a significant difference in children’s lives. Come work with a group of smart, fun, passionate professionals who value creativity, innovation, and making an impact.
95 Percent Group, LLC is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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