Customer Success Manager

Certica Solutions - Wakefield, MA - Full time

Certica Solutions - Wakefield, MA - Full time

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Company Description

Certica Solutions provides education technology platform, content and data solutions which enable K-12 educators and administrators to improve instructional and organizational performance. Certica partners with a diverse network of education technology companies, publishers and assessment providers; and delivers solutions directly to over 500 school districts, charter schools and educational service agencies. The company is based in Wakefield, Massachusetts and has offices in Harvard, Massachusetts; Cincinnati, Ohio; and Austin, Texas. www.CerticaSolutions.com

Job Description

At Certica, we are revolutionizing the way the education sector uses software and digital content. Our state of the art education platform-as-a-service, called Certica Connect™, provides an ecosystem for our K-12 partners to engage with a range of technology services in data and analytics, instruction and assessment, content tagging, and search and discovery using machine-learning algorithms. We are passionate about building solutions that bring value to educators, enabling them to make better data-driven decisions, leverage learning assets and optimize resources. Certica is a growing, fast-moving organization with a smart and dedicated team, looking for like-minded individuals to come aboard. We offer competitive compensation and a comprehensive benefits package.

We continue to grow at an elevated pace and are seeking an experienced software Customer Success Manager to join our team. The Customer Success Manager will work closely with our existing installed customer base as well as new customers post implementation. The person in this role will be accountable for overall customer satisfaction, act as an internal advocate for the installed base, and be responsible for services upsell to our clients. This position will report directly to the Executive Vice President of Sales and will be dedicated to our Certify and Data Connect product lines. The ideal candidate will have a solid track record of customer success management within the software industry.

While it is preferred that this position be in either of our Wakefield, MA or Austin, TX or Cincinnati, OH offices, telecommuting from another location in the United States will also be considered.

Essential Tasks and Responsibilities:

  • Consistent and proactive communication with customers who have implemented our solutions;
  • Understand each customer’s usage of the Certify and Data Connect products;
  • Recommend and implement ideas for increased adoption and utilization of solution capabilities;
  • Work closely with newly installed organizations to insure adequate training and change management;
  • Effectively assume responsibility for organizations post implementation;
  • Perform annual account reviews with key customers;
  • Upsell services to existing customer base;
  • Accountable for maintaining a high percentage renewal rate;
  • Advocate for the customer base internally most notably to product management and engineering teams;
  • Suggest product enhancements on a consistent basis to the product management team;
  • Elevate issues and at-risk customers to management as needed;
  • Travel as needed (most likely 20%).

Qualifications

  • 3 to 5 years of experience in a similar role for an application or software-as-a-service (SaaS) company;
  • Proven ability to create high levels of customer satisfaction;
  • Excellent ability to influence key stakeholders;
  • High sense of urgency;
  • Ability to creatively and thoughtfully solve problems;
  • Track record of being able to find and recommend additional products and services to existing clients;
  • Solid in-person customer-facing skills;
  • Ability to proactively connect with others on a consistent basis;
  • Excellent written and verbal communication skills, both internally and externally with customers;
  • Significant experience using Microsoft Office products;
  • Strong organizational skills including attention to detail and multi-tasking ability; ability to effectively manage multiple competing priorities;
  • Experience using Salesforce is highly desirable;
  • Bachelor’s degree is required.

Additional Information

  • All your information will be kept confidential according to EEO guidelines.
  • Compensation will be commensurate with experience
  • Excellent benefits package

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Certica Solutions

Certica Solutions provides education technology platform, content and data solutions which enable K-12 educators and administrators to improve instructional and organizational performance.

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