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    Customer Success Manager - Mechanicsburg, United States - Eduplanet21

    Eduplanet21
    Eduplanet21 Mechanicsburg, United States

    3 weeks ago

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    Description

    Job Description

    Job DescriptionJob Summary

    As a key member of the Customer Success team, reporting to the Director of Customer Success, the Customer Success Manager holds a central position in delivering exceptional proactive support and resources to empower clients in reaching their goals. Tasked with steering customers through their Eduplanet21 journey, the CSM plays a key role in onboarding new clients and nurturing long-term relationships. Working closely with an assigned customer portfolio, this role is dedicated to ensuring overall satisfaction, addressing areas of discontent, and meeting specific customer needs. This is a remote position, with travel up to 25% of the time.

    Duties and Responsibilities

    Provide Proactive Support

    • Innovate and implement strategies to continuously enhance interactions with partner schools, scheduling regular customer touchpoints or visits to ensure achievement of goals.
    • Analyze usage data from partner schools, identifying opportunities for improvement.
    • Address training requests from schools promptly and effectively and contribute to the creation of training content to empower schools in utilizing our platform effectively.

    Advocate for our Company

    • Articulate how Eduplanet21 aligns with customers' specific needs.
    • Cultivate a positive reputation among customers and leverage personal relationships to encourage customer referrals.

    Onboard New Customers

    • Work with our Implementation Specialists to prioritize onboarding as a critical function, ensuring customers are educated on product usage.
    • Facilitate a seamless transition for customers to quickly realize the value of your product in achieving their goals.

    Build Relationships Between Customers and Support Team

    • Recognize the distinction between CSM responsibilities and technical or product-related issues and enable customers to navigate minor challenges by seamlessly connecting them with the appropriate support channels.

    Be the Voice of the Customer

    • Organize, analyze, and share customer feedback with internal teams to ensure decisions align with customer expectations.

    Customer Success Managers are not merely a liaison between customers and the company; they are champions of customer satisfaction, retention, and advocacy, contributing significantly to the growth and success of our business and product.


    Requirements and Qualifications
    • Passionate about technology and its impact on education.
    • Some travel may be required for this position
    • Bachelor's degree in Education, Business, or related field.
    • Previous experience in a similar role within a B2B organization (not mandatory).
    • Passion for K12 Education
    Skills
    • Tech-savvy with the ability to quickly adapt to new tools.
    • Ability to build and maintain lasting relationships
    • The ability to resolve conflict swifty and through appropriate channels
    • Excellent written and oral communication skills
    • Strong organization, including but not limited to:
      • Time Management
      • Decision Making
      • Adaptability and Flexibility
    • The ability to remain calm in stressful situations
    • Creative problem-solving abilities
    • Self-driven and proactive nature.
    Other
    • If required by job duties, background checks (criminal/education/employment/ reference/credit) will be performed; results must be satisfactory to the company.
    • If hired, must adhere to all company policies and procedures, safety requirements, and other prescribed best practices/industry standards

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