Client Success Specialist

2 weeks ago

Little Ferry, New Jersey, United States Varsity Tutors, a Nerdy Company Full time


Are you prepared to be part of a forward-thinking and energetic organization that is transforming the educational landscape? Varsity Tutors, a Nerdy Company, is currently in search of a dedicated and enthusiastic Customer Success Manager to champion our goal of empowering learners and enhancing the educational journey.

In the role of Customer Success Manager, you will be instrumental in ensuring the success of our partner districts across the United States.

This multifaceted position involves taking charge of the complete client lifecycle, from initial onboarding through to successful contract renewals.

You will act as a trusted consultant, working closely with district leaders and educators to comprehend their specific needs and challenges.

By utilizing your outstanding customer-centric approach and thorough knowledge of our offerings, you will devise and implement customized strategies aimed at fostering student achievement and maximizing the benefits our platform provides.


Success in this position hinges on your ability to build and maintain robust relationships with key stakeholders.

You will be the primary liaison for your designated accounts, delivering proactive support, expert guidance, and best practices to ensure districts fully leverage our platform.

Your exceptional interpersonal and communication abilities will be vital in nurturing long-lasting partnerships founded on trust, transparency, and shared objectives.


Beyond your daily responsibilities, you will collaborate closely with cross-functional teams, including sales, product development, and operations, to relay valuable insights and feedback from the field.

Your input will directly shape the advancement of our solutions, ensuring we continue to provide state-of-the-art technology and unparalleled support to our partner districts.


Key Responsibilities:

Onboarding: Oversee the onboarding process for new clients, delivering essential training and support to seamlessly integrate tutoring services into their districts.


Sales Collaboration:
Work in tandem with the sales team throughout the customer lifecycle to ensure client needs are effectively addressed.

Implementation:
Partner with clients to develop and execute implementation strategies that align with their goals and objectives.

Educational Material Development:
Contribute to the creation of training courses and educational resources.

Reporting:
Evaluate business data and present findings to clients.

Service Utilization:

Ensure comprehensive contract value is realized across all accounts by maintaining implementation records to monitor progress and identify gaps.

Track clients' usage of tutoring services and identify opportunities for enhancement or expansion of offerings.


Revenue Oversight:
Leverage revenue metrics to ensure that deliverables align with the scope of services.

Data Evaluation:
Assess data to measure the effectiveness of learning solutions and propose modifications or additions to meet customer objectives.

Customer Support:
Provide timely and effective customer service, addressing any issues or concerns with professionalism and courtesy.

Proactive Customer Engagement:
Connect with customers through various channels to secure renewals and broaden service offerings.

Retention Strategy:
Formulate and implement strategies to ensure clients continue utilizing tutoring services year after year.

Contract Renewal Management:
Oversee the contract renewal process, negotiating pricing and terms as necessary while maintaining a strong partnership with clients.

Key Requirements:
Willingness to travel to customer locations as needed to ensure satisfaction (up to 35% including overnight travel).
Bachelor’s degree in business, education, or a related field.
Minimum of 3 years of experience in a customer success role, preferably within the education sector.
Strong communication and interpersonal skills, with the ability to cultivate and sustain relationships with key stakeholders.

CRM Proficiency:
Experience with Customer Relationship Management (CRM) software is essential for managing customer interactions and tracking success metrics. Familiarity with tools such as Salesforce or Zendesk is highly advantageous.
Proven ability to manage the complete client lifecycle, from onboarding to renewal.
Strong organizational skills and accountability are critical.
Ability to work independently and collaboratively, with a strong emphasis on teamwork.
Excellent problem-solving capabilities, with a proactive approach to identifying and resolving issues.
Strong project management skills, with the capacity to handle multiple projects simultaneously.
A passion for education and a commitment to helping students reach their full potential.

Benefits and Culture:
Competitive salary, variable compensation, and equity in the company.
Comprehensive healthcare plans (medical, dental, vision, life).
401k company matching plan.
Maternity, paternal, and adoption leave.
Remote work flexibility.
Generous PTO policy.

Complimentary learning membership for you and your household (includes 1-1 tutoring hours, unlimited access to on-demand services, and participation in online classes).

Unique opportunity to contribute to the transformation of global learning.
A fun, collaborative, and team-oriented work environment with ample training and a culture rich in feedback.

If you are a dynamic and results-oriented professional with a passion for making a significant impact in education, this opportunity is tailored for you.

Become a part of Varsity Tutors, a Nerdy Company, and contribute to shaping the future of learning, one student at a time.

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