Customer Experience Strategist
4 days ago
We are seeking a highly skilled Customer Success Manager to join our team at StrongMind. As a key member of our customer success team, you will be responsible for ensuring that our clients achieve maximum value from our educational technology solutions and curriculum.
This role involves building and maintaining strong relationships with our clients, managing integrations, overseeing content and course delivery, facilitating onboarding and training, and ensuring seamless contract and billing processes. You will work closely with internal departments such as product and engineering to align efforts and ensure the integration process meets client requirements and timelines.
Key Responsibilities:- Relationship Management:
- Build and nurture long-term relationships with key stakeholders, serving as a trusted advisor who understands and addresses their unique needs.
- Conduct regular meetings and reviews to maintain open communication, assess partnership progress, and identify areas for improvement or expansion.
- Regularly monitor customer health metrics to identify potential risks and maintain strong client relationships.
- Provide consultative services to help clients optimize their use of StrongMind's platform, ensuring continuous value and satisfaction.
- Integrations:
- Oversee the integration of StrongMind's platform with clients' systems (LMS, SIS, etc.), ensuring each step is completed efficiently and effectively with correct stakeholder involvement.
- Work closely with internal departments such as product and engineering to align efforts and ensure the integration process meets client requirements and timelines.
- Work as the liaison during the integration process to ensure any issues that arise are addressed for a smooth and successful deployment for clients.
- Onboarding:
- Lead the onboarding process for new clients, ensuring a smooth transition to StrongMind's platform.
- Develop and implement customized onboarding plans that align with client objectives.
- Provide clients with the necessary resources and support to get started with StrongMind's solutions.
- Act as a resource provider by delivering all necessary tools, documentation, and training materials to support client success.
- Content/Course Delivery:
- Assist with content and courses to clients as necessary.
- Contract and Sales Management:
- Support the contract renewal process by proactively engaging with clients to ensure timely renewals and addressing any potential concerns that may impact retention.
- Collaborate with operations as necessary to support contract renewals.
- Partner with the sales team to identify and pursue upsell and presell opportunities that align with client needs.
- Billing:
- Assist operations with needed information in the billing process.
- Address any billing-related inquiries from clients, providing clear explanations and solutions.
Salary: $85,000 - $110,000 per year
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