Customer Success Manager - Louisiana

Illuminate Education - New Orleans, Louisiana or Remote - Full time

Position Overview

The primary goal of this role is to build long-term relationships with our customers, to drive retention and product usage, as well as to identify upsell/cross-sell opportunities for our customers. As such, the Customer Success Manager (CSM) will participate in the Customer Journey starting during onboarding and continuing throughout the life of the customer. The CSM will act as a key advisor and client manager, assisting with the development of training plans, leading key client check-ins, and helping establish a client product feedback loop. In addition, the CSM will actively manage each account, helping provide client relationship troubleshooting, excellent service and support via phone and email, and working collaboratively with other teams across the company to ensure customer success and retention. The CSM will manage accounts pro-actively, utilizing customer health data to inform strategic planning and problem solving.

Key Responsibilities

  • Skillfully manage relationships with key district stakeholders throughout the customer lifecycle.
  • Operate as the key point of contact for any and all matters specific to assigned accounts post-onboarding.
  • Oversee customer account management, including renewal contracts and upsell/cross-sell of additional Illuminate 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 the sales and onboarding teams to set customer expectations and identify additional up-sell opportunities.
  • Provide the organization with business, process, and technical analysis in support of client needs, working closely with internal teams as well as external clients.
  • Facilitate internal and external client meetings.
  • Create, distribute, and manage training schedules and timelines through coordination with both internal and external teams.
  • Coordinate district trainings with internal and external teams as well as lead trainings 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.
  • Teach Illuminate end-users "how to fish," helping them support end users on Illuminate products, through our Help Center, Learning Management system, and end-user trainings.
  • Work to ensure a high level of retention, to identify potential leads, and to create successful and loyal customers.
  • Manage $12mm+ in annual recurring revenue (ARR).

Desired Experience & Qualifications

  • Bachelor’s degree or above.
  • 3+ years as a K-12 public/charter classroom teacher, administrator, counselor, TOSA, or school level leader.
  • Experience with Illuminate products preferred.
  • Previous experience in an account management role or other customer-facing experience within the software industry.
  • Knowledge about current educational climate, understanding of the day-to-day operations of school, and familiarity with current district needs.
  • Quick, self-directed learner.
  • Positive perspective and is capable of managing difficult or complex situations with calm and poise.
  • Proven ability to thrive in a team-based, entrepreneurial environment; flexible, able to work autonomously, as well as take direction as needed.
  • Outstanding problem solving, organizational, and time management skills.
  • Strong presentation skills and ability to skillfully lead trainings in front of large groups of people at all levels/functions.
  • Ability to elicit buy-in/cooperation from all levels of a school district including district senior level leadership, site level leaders, teachers, and office staff.
  • Strong change management skills and persuasive techniques to help implement change at a district and site level.
  • Strong technical skills in using various web-browsers, Google suite, MS Word, Excel, etc.
  • Prior experience in project management, account management, and/or customer success management.
  • Willingness and ability to travel up to 50% of the time.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Illuminate Education

Illuminate Education partners with K-12 educators to equip them with data to serve the whole child and reach new levels of student performance.

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