Our Customer Success Team is responsible for ensuring schools and parents have a happy and successful experience with Pikmykid. Ultimately, the Onboarding Specialist will ensure our customers excel at using the software, by providing coaching and training on the product, helping support a prompt resolution to any issues our customers face, and ensuring our clients realize the ROI of their Pikmykid program in a timely manner.

Responsibilities

• Manage and deepen relationships with a portfolio of schools and district partners, drive renewals, reduce churn, and increase customer satisfaction.
• Lead annual retrospectives with schools sharing compelling data around usage and growth, while identifying actionable feedback.
• Proactively understand client’s needs and ensure they maximize their use of their Pikmykid solution by growing customer product usage and up-selling new features when applicable. 
• Support safer learning environment goals, from updating applications to refining processes to working with internal data and technical resources to track every successful milestone.
• Monitor customer health through data analysis of product use, support inquiries, NPS scoring, and other health criteria.
• Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction.
• Collect and manage product feedback from clients to share with our product team and participate in conversations advocating for an improved client experience.
• Collaborate with team members across Support, Professional Services, Customer Success, Product, and Engineering as needed to resolve issues and deliver great customer experiences.
• Contribute to team initiatives, including the creation of knowledge, processes, and tools to improve the efficiency and productivity of customer success
• Collaborate with peers on best practice sharing and solutions

Qualifications

• Bachelor’s degree or equivalent experience
• Experience in Customer Success in Tech or comparable experience in K12 environment
• Strong written and verbal communication skills
• Detail-oriented and analytical
• Demonstrated ability to increase customer satisfaction