Customer Success Manager
2 weeks ago
Join Incident IQ LLC, a dynamic and fast-growing company, as a Customer Success Manager. In this pivotal role, you will play a key part in ensuring the success and satisfaction of our K-12 customers. As the primary point of contact, you will guide them in maximizing the value of our SaaS products and services, fostering strong, long-lasting relationships, driving product adoption, and advocating for customer needs within our organization.
Key Responsibilities:- Collaborate with the implementation and sales teams to ensure seamless handoffs.
- Develop a deep understanding of each customer's unique goals and challenges.
- Proactively manage and retain a portfolio of K-12 education customer accounts.
- Conduct regular check-ins with customers to assess their needs and provide ongoing guidance.
- Maintain a thorough understanding of our products, features, and updates to educate customers on best practices and help them leverage our solutions to achieve their objectives.
- Utilize data and metrics to track customer usage, identify trends, and recommend strategies to optimize customer satisfaction and product utilization.
- Plan and deliver training sessions, webinars, and in-person meetings to educate customers on how to use our software effectively.
- Serve as the Voice of the Customer by advocating for customer needs and requests to ensure they are addressed promptly via Support or Product feedback.
- Monitor customer usage and engagement, identifying opportunities for growth and any potential risks prior to renewal.
- Develop strategies to increase customer retention and reduce churn.
- Effectively leverage the Support Team to ensure any issues or concerns are addressed promptly and efficiently.
- Create cadences to ensure timely renewals and meet annual uplift expectations.
- Bachelor's degree in Education, Business, or a related field.
- 5-7 years' experience in customer success, account management, or a similar role, preferably in the SaaS industry.
- Exceptional communication and interpersonal skills.
- Strong problem-solving abilities.
- Ability to build and maintain strong, trust-based customer relationships.
- A passion for education and a commitment to improving K-12 education outcomes.
- Familiarity with K-12 education systems and technology is a plus.
We are a company that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to thrive. We offer a competitive salary based on experience, a benefits package for full-time employees, and a dynamic, collaborative environment where everyone's opinion matters. We provide excellent work-life balance and the ability to work in a hybrid or fully remote setup.
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