Client Success Analyst

Job Description

The Client Success Manager supports ongoing needs related to international and domestic private school partners, specifically those supporting NCAA students.  This includes but is not limited to; planning, implementation, maintaining and growing existing and new business relationships and customer experiences.  This role ensures partners have all their needs met as part of the schools standard setup and training process, onboarding, training, troubleshooting, skill building, adoption, and consultative services aligned to best practices.  This role must be a strong collaborator internally and externally willing to take a hands-on approach in solving varying partner needs.  The Client Success Manager will help our clients to better understand the full potential of our products and services and will also be responsible for collaborating with internal departments to improve customer support and enhance customer satisfaction.  This role works closely with academic leadership, operations, and other team members to increase partner satisfaction and support measured through CSAT scores on a yearly basis. 

The ideal candidate must be passionate about building and implementing online and digital school solutions through an educational lens who takes a proactive, consultative approach in developing trusted advisor status with school level leaders and staff who are responsible for day-to-day operations.  Success will be measured by customer support and satisfaction levels.

 

Reasonable accommodation may be made to enable individuals with disabilities to perform their essential duties.  

• Provide regular updates to partners on the progress of support, services, platform enhancements and updates, timelines, operations, and promotions

• Develop and maintain an understanding of customer needs, contract terms and conditions, and account requirements to ensure compliance with terms and conditions in collaboration with account managers 

• Assess competitor course offerings, products, and outcomes, to advocate for appropriate business differentiators

• Owns the relationship as the trusted partner with partner stakeholders, soliciting regular feedback and responding proactively to establish a strong business relationship

• Develop open and effective channels of communication with each partner

• Coordinate internal projects and determines the best utilization of resources to increase partner satisfaction

 

• Responsible for meeting growth and retention metrics for assigned customer portfolio and providing ongoing training and education about products and services 

• Monitor program outcomes providing consultative recommendations with Business Development and other team members as appropriate 

• Collaborate closely with cross functional teams including academics, operations, and other private school team members to ensure customer satisfaction 

• Escalate technical issues and determines the best resources for resolution 

• Explore opportunities by inspiring partners to expand services and products

• Develop and maintains a deep understanding of partner contracts

• Conduct analysis of key data to enhance the program and provide consultative suggestions to partners

• Monitor program outcomes and provides proactive recommendations to customer and Private School stakeholders to continue successful student/program outcomes

• Coordinate Private School resources to ensure customer experiences seamless service delivery from marketing/enrollment, operations, curriculum, instruction, support, billing, training, professional development, etc.

 

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

Minimum Required Qualifications:   

• Three (3) to Five (5) years of Educational experience

• Prior experience using the Salesforce platform

Certificates and Licenses: None required.

OTHER REQUIRED QUALIFICATIONS: 

• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Project); Web proficiency.

• Located in Northern Virginia area and able to travel 25% of the time

• Familiarity with NCAA compliance

Desired Qualifications:  

• Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.  

• Ability to interact with a diverse customer base 

• Knowledge of the K-12 education industry 

• Familiarity with education technology and online learning solutions 

• Strong interpersonal, communication and presentation skills 

• Team-oriented with an ability to work effectively across the organization to solve complex issues 

• Ability to work autonomously and to demonstrate strong time management and organization skills 

• Ability to manage competing priorities in a results-oriented atmosphere while demonstrating resilience 

• Ability to exercise and develop negotiation skills to renew and grow existing business  

• Ability to respond appropriately to feedback, mentoring and coaching 

• Ability to travel up to 15% of the time 

• Ability to pass required background check  

 

COMPENSATION & BENEFITS: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.  Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.  Offers will typically be in the bottom half of the range. 

 

We anticipate the salary range to be $45,000-$52,000. Eligible employees may receive a bonus.  This salary is not guaranteed, as an individual’s compensation can vary based on several factors.  These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off. 

 

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

 

Job Type

Regular

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting stridecareers@k12.com.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.