Customer Success Manager

SchoolMint - Lafayette, Louisiana - Full time

The Customer Success Manager ensures that school districts, CMOs and families have a happy and successful experience with SchoolMint. The Customer Success Manager will support a portfolio of enterprise customers (large districts & CMOs) in using and fully adopting their SchoolMint software by providing coaching on the product, refining and growing their solution, helping support prompt resolution to any issues our customers face, and ensuring our clients realize their ROI of their SchoolMint technology.

Responsibilities

Solution Management

  • Develop an understanding of each customer’s business objectives and a strategy for supporting the achievement of those objectives through the successful adoption of SchoolMint
  • Understand a client’s SchoolMint solution and set-up (features implemented)
  • Support annual academic milestones from updating applications to refining processes to working with internal data and technical resources to update student data.
  • Serve as the point of escalation with customers to manage critical support situations
  • Lead annual (bi-annual or quarterly for top tier customers) retrospectives sharing compelling data around usage and growth and identifying actionable feedback
  • Create, own, and execute end-user trainings through product knowledge with the ability to command small to large audiences
  • Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction
  • Collaborate with team members across Support, Professional Services, Customer Success, Product, and Engineering as needed to resolve issues and deliver great customer experiences

Account Management

  • Manage and deepen relationships with a portfolio of enterprise customers (large districts and CMOs), drive renewals, reduce churn, and increase customer satisfaction
  • Proactively understand client’s needs and ensure they maximize their use of their SchoolMint solution by growing customer product usage and up-selling new features
  • Monitor customer health through data analysis of product use, support inquiries, NPS scoring, and other health criteria
  • Drive new business growth through advocacy and referrals
  • Discover and create additional new opportunities within existing accounts
  • Negotiate contractual terms with existing/renewing clients
  • Accurately forecast monthly and quarterly renewals
  • Track account activity to identify churn risk and work proactively to eliminate that risk

Team Impact

  • Contribute to team initiatives, including the creation of knowledge, processes, and tools to improve the efficiency and productivity of SchoolMint customer success
  • Collaborate with peers on best practice sharing and solutions
  • Collect and manage product feedback from clients to share with our product team and participate in conversations advocating for an improved client experience

Qualifications

Basic Requirements:

  • BA or BS degree or higher
  • 3-5 years experience in customer success or account management role at a technology company
  • Comfort and desirability to dig into the platform, know the product, and work with support/tier 2 team members to investigate issues if needed
  • Experience developing strategies to increase the adoption of technology solutions
  • Passion for improving education
  • Strong communication, presentation and negotiation skills, with the ability to inspire others
  • Analytical and process-oriented mindset
  • Demonstrated ability to manage large, multi-stakeholder projects with exceptional results
  • Self-driven, persistent, and assertive
  • Enthusiastic lifelong learner
  • Strong empathy for customers and passion for revenue and growth
  • Excellent organizational and time management skills
  • Technical aptitude with a solid understanding of technology and how a product works

Even Better:

  • Experience with training and/or configuring SAAS software solutions
  • Experience in a startup environment
  • Education field experience or operations experience working in a public school
  • Knowledge of Pivotal Tracker, Totango, ZenDesk and/or Salesforce
  • Background in technology
  • Fluency in Spanish or other languages is a plus!

Benefits

  • Medical, Dental, and Vision Insurance
  • Employee Paid Life Insurance, Short Term & Long Term Disability
  • PTO (15 days), Sick Days (5 days), Birthday Floating Holiday, Floating Holiday, Volunteer Day, and Company Observed Holidays
  • 401k (with a 90-day waiting period)
  • Commuter Benefits and FSA
  • Educational Assistance Program
  • Conferences and Meet-ups

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

SchoolMint

We build tools that make educators more efficient. That put the student experience first. That are supported by an experienced team. And that build a brighter future for our nation's schools.

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