Client Success Manager

Who We Are:

At New World Now LLC, we believe in shaping the future of early childhood education through innovative technology. As a leading provider of Insight®, our cloud-based software suite, we empower state agencies and policymakers to elevate the quality of childcare programs, streamline professional development, and improve outcomes for early childcare professionals.

Founded in 2007, New World has grown into a dynamic, mission-driven company with a strong commitment to delivering cutting-edge, mission-critical software solutions. Our collaborative culture combines technical excellence with deep industry expertise, fostering an environment where employees can make a meaningful impact while growing their careers.

If you're passionate about leveraging technology to create a lasting difference in early childhood education and thrive in a fast-paced, client-focused environment, we invite you to join us on our journey to make every day a new world of opportunity.

About The Role:

As the Client Success Manager (CSM), you will play an integral role in managing the challenges presented by the growth of our client base, and the scope of our functionality through building strong partnerships with New World’s growing client base. CSMs manage the day-to-day oversight of the relationship with our growing client base, and are responsible for the strategic planning, maintenance, and expansion of New World’s client base. In this role you will be asked to dive deep into understanding the unique and sometimes vastly different implementations of New World’s Insight system for our clients.

What You'll Get To Do:

Client Consortium Engagement, Coordination, and Expansion

• Manage a caseload of clients; developing and maintaining platforms for ongoing communication between existing New World Now Consortium members
• Be the subject matter expert in Insight functionality across clients
• Demonstrate the functionality of the Insight system to current and potential clients
• Schedule and facilitate bi-weekly calls with clients
• Organize and facilitate monthly conference calls with a focus on emerging needs of states
• Build and maintain a “feature catalog” for consortium members to browse what has been built and required development for implementation
• Propose cross-consortium partnerships for development projects with similar focus
• Identify specific development projects that would potentially be of interest to all clients
• Engage with relevant national organizations to stay informed on policy issues and anticipate future reporting requirements and development
• Bring consortium questions to the National Workforce Registry Alliance listserv and organize and distribute findings
• Identify states and/or regions positioned to expand Professional Development, Learning Management, or Quality Rating System
• Provide guidance in the creation of informational materials for potential clients with information about existing software products and the value of consortium participation
• Identify national conferences appropriate for representation, including the proposal of and participation in conference sessions along with New World clients

Business Operations

• Consult with project managers to set priorities and ensure client satisfaction
• Manage the development project for clients in target process (internal ticketing system)
• Respond to ZenDesk tickets related to business practices of the clients
• Partner with project managers, product owners and developers to ensure high quality software design and system functionality
• Identify development priorities based on client dictated timelines, state or regional policy changes, and requirements from funding agencies
• Promote transparency in communication and project milestones to individual clients and across the Consortium
• Support lead developers and project managers in requirements documentation for new projects
• Take a lead role in the onboarding of new clients, including system configuration and data conversion.

Qualifications:

• Bachelor’s Degree or equivalent work experience
• 3 years or more work experience in a customer/client success role
• Experience working with online data systems to support workforce management, training, or service delivery in education, healthcare, human services, or a related field
• Solutions-oriented, innovative thinker with a commitment to ongoing evaluation and systems improvement
• Excellent communication and interpersonal skills, with a focus on building positive relationships with clients and internal stakeholders
• Experience being part of a large-scale, long-term project team
• Detail-oriented and highly organized with the ability to manage multiple tasks and deadlines effectively

We’d Also Love to See:

• Extensive knowledge of the early childhood education workforce, non-profit management, or public policy strongly preferred
• Master’s degree in early childhood education, non-profit management, public policy or a related field
• Organizational leadership and management experience with a demonstrated track record of successful growth
• Significant experience working within non-profits and/or academic institutions managing government contracts

What We Offer:

• Annual bonus
• Comprehensive benefits package
• 401k
• Unlimited PTO
• Sick Time
• Paid Parental Leave
• Continuing education and training
• Hybrid work schedule (REMOVE IF REMOTE)