(Remote) Customer Success Manager

The Customer Success Manager (CSM) is an education-focused professional whose primary role is to train, foster and build relationships by serving as the first point of contact for customers; ensuring retention, while supporting customers’ needs. This position works collaboratively with the Sales & Marketing, Instructional, Product Development, and other internal teams to ensure continuity of service. The CSM will hold the record of all Service Level Agreements (SLAs) and act as an advocate to existing and future customers to ensure a seamless transition post-sale, customer retention year over year, and ensure that the Edison model is effectively implemented. The CSM will work closely to the assigned Sales Professional on securing the renewal of contracts.

Essential Duties and Responsibilities:

Customer Service and Retention

• Serve as the first and primary point of contact for customers
• Train and onboard new clients through the prepared implementation process
• Train existing customers in new features as they are released
• Train existing customers as they assign new contacts or expand usage
• Answer all incoming communication from customers and troubleshoot any issues
• Build relationships by providing consistent value and fostering customer loyalty
• Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal in joint communication with assigned Sales personnel
• Maintain a record of Service Level Agreements for all customers to ensure proper program implementation through Hubspot
• Demonstrate product to interested leads
• Travel to visit clients or attend conference/trade shows as needed to guarantee customer success
• Speak and present at trade shows and conferences as needed
• Effectively leverage customer feedback via annual Net Promoter Survey (NPS) results; follow up with all district “Detractors” and develop written mitigation plans/timeframes to address pain points
• Demonstrate specific understanding of individual district needs to determine solutions that benefit both the customer and our organization
• Organize and facilitate monthly district achievement meetings to ensure understanding of the needs of the customer’s program; drive high levels of customer satisfaction through consultative recommendations (*note: this is in lieu of the bullet point that cites “Attend regular meetings…)
• Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address
• Review district dashboard data on a weekly basis and ensure corresponding and tailored district outreach
• Consistently engage with and uncover the ‘Whys?’ behind district feedback
• Communicate all product enhancements, technological updates, and other pertinent information to districts in a timely, efficient manner
• and professionally
• Regularly monitor district attrition risks; outline and document proactive solutions to minimize/mitigate flight risks within assigned customer/district portfolio
• Manage difficult district feedback with high levels of tact/diplomacy
• Demonstrate clear understanding of all eCourse offerings and technical requirements of the program
• Demonstrate excellent verbal and written communication skills
• Demonstrate high levels of energy and urgency in all district facing and inter-departmental interactions; instill, nurture and expand collaborative partnerships within assigned district portfolio

Customer Growth and Expansion

• Proactively identify customer needs and promote tailored solutions
• Educate customers on solution value through data-informed relationship building and communication
• Participate in customer expansion projects as assigned
• Focus upon the overall value of each customer to consistently strengthen long-term district relationships
• Identify, document and implement specific district revenue growth opportunities

Cooperation with Internal Teams

• Attend regular internal meetings with staff including Instruction, Sales, Product Development, and Marketing to act as the customer representative to ensure that decisions made are customer-focused and data-informed
• Assist with customer requests to ensure messaging is consistent and timely and meets the customer’s needs

Key Behavioral Competencies:

Professional Responsibilities

• Commitment to the mission, vision, and values of EdisonLearning
• Commitment to the use of best practices and to the use of cutting-edge technology to build and grow the company
• Communicates with colleagues and supervisors on a regular basis
• Attends regular staff meetings and actively participates in discussions
• Maintains confidentiality as required by the school and by law

Customer-Focused

• Responsiveness to customer and colleague needs
• Easily establishes rapport with customers and other stakeholders and works with enthusiasm, commitment, and a spirit of teamwork with school staff and colleagues
• Communicates effectively at all organizational levels, building collaborative relationships and enlisting the participation of customers
• Understands customer preferences and tailors the frequency and style of communication to suit each customer
• Actively designs and implements service delivery improvements for customers

Collaboration

• Takes the time to get to know other teams and their priorities to build good rapport and establish a common bond
• Sources and listens to all points of view and respects differing opinions when developing solutions
• Gives people the feedback they need to succeed, even in difficult situations

Leadership and Supervision

• Willingness to train and mentor staff who show interest in customer success
• Business-Driven
• Reliable, consistent, and timely in all actions and decisions.
• Demonstrates a strong sense of urgency through prioritizing and following through on commitments
• Drives hard to meet and frequently exceed goals and objectives within tight timeframes.
• Assumes personal accountability for ensuring resources are effectively used to achieve results
• Always delivers results via commitment to agreed processes, with rigorous attention to how results are gained
• Personal Growth
• Responds to change with a positive attitude and a willingness to learn new ways of working
• Seeks new skills, behaviors and knowledge to increase personal performance capabilities

Background:

• Minimum Bachelor’s degree in education or the various social sciences (counseling, social work, psychology.)
• Three to five years of working in a traditional (brick & mortar) or virtual school OR previous experience in customer success/sales in an educational setting.
• Experience facilitating or participating in an e-learning/online learning course preferred
• Ability to build relationships with educational leaders including principals and superintendents
• Strong written, verbal, and organizational skills
• Experience using customer relationship management systems or inbound marketing, sales, and customer service platforms
• Strong listening and questioning skills to gain a strategic understanding of partner needs and challenges
• Strong understanding of curriculum and instruction