Customer Success Manager - Bay Area

Illuminate Education - Oakland, California - Full time

Position Overview

The secret of our success is ensuring the success of customers. This vital role builds long-term, strategic customer relationships to drive retention and loyalty ensuring that our customers experience the full value of our education technology solutions in helping districts, schools and teachers improve student outcomes. From onboarding throughout the lifetime of a customer's journey, the Customer Success Manager is the trusted advisor who ensures the development of project plans designed to create valued , training initiatives, client relations troubleshooting and the excellent service and support via phone and email, and working collaboratively with other team members across the company.

Key Responsibilities

  • Relationship management of key district stakeholders throughout the customer lifecycle.
  • Operate as the key point of contact for any and all matters specific to assigned accounts post on-boarding.
  • Oversee customer account management, including renewal contracts and upsell or cross-sell of additional product offerings.
  • Act as a product specialist, with an expert-level understanding of the functional and technical features of our continually evolving and improving software platforms.
  • Work with sales team to set customer expectations and identify additional up-sell opportunities.
  • Provide the organization with business, process and technical analysis in support of client needs. Work closely with internal teams as well as external clients.
  • Facilitate internal and external client meetings.
  • Create, distribute and manage training schedules and timelines.
  • Train on system usage and best practices.
  • Drive team efforts and results to meet deliverables and timeline expectations.
  • Identify, track and analyze potential issues that may impact retention.
  • Formulate resolution plan for escalated issues and risk accounts.
  • Successfully coach end users on Illuminate’s products.

Desired Experience & Qualifications

  • Bachelor’s degree or above.
  • Prior experience in an account management role or other customer-facing experience within the software industry.
  • 3+ years as a K-12 public/charter classroom teacher, administrator, counselor, TOSA, or school level leader.
  • Ability to travel 50% of the time.
  • Position is home-based/remote.
  • Knowledge about current educational climate, research and specific requirements.
  • Ability to manage client through a complex lifecycle that includes training, adoption, additional product purchase and contract renewal.
  • Experience with Illuminate products preferred, not required.
  • Understanding of how schools operate on a day-to-day basis.
  • Prior experience with project management.
  • Prior experience with customer support.
  • Understanding of adult learning theory.
  • Other technical skills that make you a standout – wiz with data, ability to use HTML, video editing, etc.
  • Outstanding problem solving, organizational and time management skills.
  • Strong presentation skills and ease in front of groups of people at all levels/functions.
  • Ability to manage multiple clients and projects/tasks simultaneously.
  • Demonstrate ability to manage multiple, conflicting priorities, and work in a fast-paced, high growth, ever changing environment.
  • Ability to identify key client obstacles and develop action plans around them.
  • Assertively yet diplomatically move projects forward with creative problem-solving and finding a way when there doesn’t seem to be one.
  • Ability to elicit cooperation from all levels of a school district including district senior level leadership, site level leaders, teachers, and office staff.
  • Ability to defuse tension among district level project team implementing the software, should it arise.
  • Strong technical skills in using various web-browsers, MS Word and Excel.
  • Amazing people skills.
  • Must be a quick, self-directed learner.
  • Must be positive, committed, team-oriented, and have a great sense of humor.
  • Proven ability to thrive in a team-based, entrepreneurial environment; flexible, able to work autonomously, as well as take direction as needed.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Illuminate Education

Illuminate Education is the leading provider of integrated K-12 SaaS-based software and content solutions. We are dedicated to bringing teachable moments to light by providing educators with the most powerful visualization of the whole student from one simple view.

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