Customer Success Manager
4 weeks ago
At Wilson Language Training, we are committed to working together for our mission to achieve literacy for all. We believe literacy is a fundamental right and should be attainable for all people. We strive to reflect this belief in our work.
The success of our team members is no less paramount. We are dedicated to ensuring that every Wilson employee experiences truly satisfying professional development while feeling inspired to bring their authentic selves to work.
We are looking for a Customer Success Manager (CSM) to join our team. The CSM will serve as the primary point of contact supporting a portfolio of customers and is responsible for managing account relationships, supporting ongoing program implementations, and working collaboratively across the organization to ensure customer and business goals are met.
The ideal candidate has a positive attitude, a passion for solving customer needs, practical communications skills via phone and email. This position will be responsible for post-sales support, building and maintaining customer relationships, handling customer inquiries, and overall customer satisfaction and retention.
Key Responsibilities:
Engage customers as part of an assigned portfolio, build strong working relationships with K-12 school leaders, and sustain business growth and profitability by maximizing value
Continually surprise and delight customers with a proactive, customer-centric attitude, resolving customer requests and complaints
Work with other internal teams to ensure seamless transitions throughout the customer journey
Minimize churn and optimize user adoption to drive renewals and expansion
Collect customer feedback and communicate to appropriate internal stakeholders as part of the ongoing improvement cycle
Ensure high customer engagement and satisfaction as measured by retention, health score, expansion opportunities identified, and CNPS
Requirements:
Passion for service
Patient and active listener
Knowledge of best practices in customer service and retention
Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance
Proficient with applicable software applications
Excellent communication and interpersonal skills
Experience in the field of education, school/district leadership, educational publishing/technology
Highly organized and able to juggle multiple tasks and priorities
Self-driven and proactive nature
Demonstrated leadership qualities
High computer literacy and ability to learn new software
Team-first mindset with a focus on continuous improvement
Benefits:
Wilson offers competitive benefits, including medical, dental, vision, and Life & Disability Insurance, 401k plan with partial employer match, Paid Time Off, Paid holidays, Tuition reimbursement, and O'Connor days, which refers to a company-wide office closure between Christmas and New Year's Eve, as well as other perks.
Anticipated Salary Range:
$51,000 - $74,000.
Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace.
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