Customer Success Manager

1 month ago


Springfield, Illinois, United States Wilson Language Training Full time
Customer Success Manager

About the Role:
Wilson Language Training is seeking a highly motivated and customer-focused individual to join our team as a Customer Success Manager. As a key member of our customer success team, you will be responsible for managing account relationships, supporting ongoing program implementations, and working collaboratively across the organization to ensure customer and business goals are met.

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
Analyze customer data to improve customer experience
Works collaboratively with several internal teams as well as other members of the Customer Success Team to hone an efficient metrics-driven customer success unit
Communicates a clear and thorough understanding of the organization-s products, offerings, and policies
Collaborates with multiple product teams to stay informed of all new and ongoing developments and projects
Understand and display WLT-s values
Other duties as assigned

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
Self-awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientation
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
Education or Certification
Bachelor-s Degree or related work experience

What We Offer:
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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