Client Success Strategist
2 weeks ago
Are you prepared to become 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 mission 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 dynamic 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 in-depth knowledge of our solutions, you will formulate and implement customized strategies to foster student achievement and maximize the benefits our platform provides.
Success in this role hinges on your ability to build and maintain robust relationships with key stakeholders.
You will be the primary contact for your designated accounts, providing proactive assistance, expert guidance, and best practices to ensure districts derive the utmost value from our platform.
With your exceptional interpersonal and communication abilities, you will cultivate enduring partnerships grounded in trust, transparency, and shared objectives.
In addition to your daily responsibilities, you will collaborate closely with cross-functional teams, including sales, product development, and operations, to offer valuable insights and feedback from the field.
Your contributions will directly shape the advancement of our solutions, ensuring we continue to deliver state-of-the-art technology and outstanding support to our partner districts.
Key Responsibilities:
Onboarding: Oversee the onboarding process for new clients, providing essential training and support to seamlessly integrate tutoring services into their district.
Sales Collaboration:
Work closely with the sales team throughout the customer lifecycle to ensure client requirements are fulfilled.
Implementation:
Collaborate with clients to develop and execute implementation plans that align with their goals and objectives.
Educational Material Development:
Assist in the creation of training courses and educational resources.
Reporting:
Analyze business data and present findings to clients.
Service Utilization:
Ensure full 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:
Utilize revenue metrics to ensure that deliverables align with the scope of services.
Data Evaluation:
Analyze data to assess the effectiveness of learning solutions and recommend modifications or additions to meet customer objectives.
Customer Support:
Provide prompt and effective customer service, addressing any issues or concerns in a courteous and professional manner.
Proactive Client Engagement:
Interact with customers through various channels to secure renewals and expand services.
Retention Strategies:
Develop 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 partnership with clients.
Key Requirements:
Ability to travel to customer locations as needed to ensure customer 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 establish and maintain 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.
Demonstrated success in managing the full client lifecycle, from onboarding to renewal.
Accountability and personal organization are critical.
Ability to work independently and collaboratively, with a strong emphasis on teamwork.
Excellent problem-solving abilities, with the capacity to proactively identify and resolve issues.
Strong project management skills, with the ability 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.
Healthcare Plans (Medical, Dental, Vision, Life).
401k Company Matching Plan.
Maternity, Paternal, and Adoption Leave.
Remote Position.
Flexible PTO.
Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes).
Unique opportunity to contribute to the transformation of educational practices.Fun, collaborative, and team-oriented work environment with ample training and a feedback-rich culture.
If you are a dynamic and results-driven individual who is passionate about making a meaningful impact in education, then this is the perfect opportunity for you.
Join us at Varsity Tutors for Schools and be part of a team that is shaping the future of learning, one student at a time.
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