Customer Success Manager

Recap - Menlo Park, CA - Full time

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The Customer Success Manager is the champion for the customer within the Swivl Team, and acts as the hinge between the customer and other departments internally: owning the customer onboarding experience, manage the customer lifecycle, and driving back feature requests and customer priorities to the Product Team. The CSM works closely with the Sales Team to understand the needs and goals of key accounts, and with the Support Team to field customer questions and requests. The CSM is flexible and enthusiastic about jumping in and solving a variety of problems. The CSM's main initiative is to support customers and drive product adoption, ultimately helping them to find value in using Swivl’s video tools for instructional coaching, professional development, and student observations.

Customer Success Responsibilities

  • Become a product expert including use cases for Swivl in K-12 and Higher Education, technical workings of hardware and software, and basic troubleshooting.
  • New customer onboarding: guide the customer through the use of Swivl hardware and software, and provide guidance on configuring software to meet their organization’s needs.
  • Assist the customer with documentation, training and support as they onboard their team.
  • Advise customer on best and most effective uses for Swivl.
  • Act as liaison between customers and Product Team, delivering feature requests and advising Product Team on which features are most used, and most valuable to key accounts.
  • Develop on-demand training and support content, including: training webinars, help center articles and FAQs, presentations and print documents.

Skills and Experience

  • 1-2 years experience in technology-related or customer support role.
  • Organized with strong multitasking skills.
  • Enjoys talking to customers, troubleshooting, and helping others achieve their goals.
  • Excellent technical skills and experience with online software, content/project management systems, and customer support platforms.
  • Flexible and able to adapt quickly to changing priorities. Has a desire to and enjoys learning new tools and procedures.
  • Self-motivated, capable of working autonomously and proactively.
  • Comfortable working with a variety of teams and personalities.
  • Experience working in K-12 environment, as a classroom teacher or school technology specialist.
  • Empathetic and able to understand customer’s needs.

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Role

Customer Implementation / Customer Success

Experience Level

Entry Level

Recap

At Swivl, our mission is to develop solutions that unleash qualities within our students and teachers to make big leaps forward. Founded in 2010, Swivl is developing innovative video tools that make class observations easier, more valuable, and more inclusive. We believe that, by empowering teachers with tools that help them focus on what matters, we can help lift achievement for all students.

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