What are the responsibilities and job description for the Customer Success Manager position at Eduplanet21?
Job Summary
At Eduplanet21, we uniquely address a critical problem in education–the need for a streamlined, manageable curriculum that is understood by school based staff, boards of education, and communities. Our cutting-edge curriculum management system provides flexible templates and designs that offer constructive choices for systems to construct the most effective way to document their curriculum that include standards alignment, learning performance targets and assessments across grades and subjects, and an integrated approach to essential life skills that prepare students with skills for their future. Our platform provides reports with data on how well the curricular goals are met and how that affects the health of learning and the performance of the students. We provide a wide range of professional learning and coaching resources to ensure implementation and sustainability.
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 objectives. Tasked with steering customers through their Eduplanet21 journey, the CSM plays a key role in onboarding new clients and nurturing enduring 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.
Duties and Responsibilities
This position is a remote-flexible position.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).
Skills
- Tech-savvy with the ability to quickly adapt to new tools.
- Ability to build and maintain lasting relationships
- The ability to resolve conflict swiftly 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
