What are the responsibilities and job description for the Customer Success Manager position at PowerSchool Group LLC?
Overview
At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.
Team Overview
Our Customer Experience (CX) team is on the front-line of engagement with our valued customers. The team is responsible for customer satisfaction, retention, and innovation to ensure a more personalized approach to our users' needs.
The Customer Success Manager holds a pivotal role at PowerSchool, championing our customers' needs. This position demands a strong sense of personal accountability, a commitment to going above and beyond, and a collaborative mindset to deliver excellence to our customers.
As the dedicated PowerSchool professional overseeing value delivery for our customer through PowerSchool’s acclaimed K-12 software solutions. We are seeking an individual who can effectively collaborate with customers and internal teams, fostering stronger relationships and driving product adoption through the initiatives such as Success Planning, Executive Business Reviews (EBRs), and impact calls. The role is strategically crafted to enhance customer retention through proactive, customer engagement. As a Customer Success Manager at PowerSchool, the ideal candidate is a focused and organized self-starter capable of independent work within a collaborative team environment
Responsibilities
Description
The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth.
In this role, you will:
- Cultivate and nurture strong relationships with customers, serving as the trusted advisor in their journey with PowerSchool
- Collaborate with customers to maximize the adoption and utilization of PowerSchool products, ensuring they derive maximum value from our solutions
- Develop and implement tailored Success Plans for strategic customers, aligning their goals with PowerSchool's solutions to drive mutual success
- Conduct regular EBRs to review overall relationship health, address challenges, and identify opportunities for enhancement
- Work closely with internal teams, including Sales, Support, Professional Services, and Product to ensure value delivery for customers
- Proactively lead discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship
- Act as a customer advocate within PowerSchool, providing insights and feedback to contribute to the continuous improvement of our products and services
- Strategize on renewals working closely with the rest of the Account Team
- Effectively forecast customer health and risk of attrition
- Collaborate with sales teams to ensure growth attainment and increased footprint
Qualifications
Minimum Qualifications
- Associate’s degree or equivalent business experience
- 3-5 years' experience in a Customer Success, Account Management, or technical support role
- Excellent communication and presentation skills
- Attention to detail and a strong bias for action
- Strategic thinker with the ability to align solutions to customer goals
- Mastery level of delivering difficult messages when necessary
- Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
- Proficient in Office 365 suite of products including collaboration tools such as Zoom
Preferred Qualifications
- Salesforce experience
- Understanding of K-12 education systems and technology
- Software-as-a-service (SaaS) experience
Compensation & Benefits
Compensation & Benefits
PowerSchool offers the following benefits:
- Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
- Flexible Spending Accounts and Health Savings Accounts
- Short-Term Disability and Long-Term Disability
- Comprehensive 401(k) plan
- Generous Parental Leave
- Unrestricted paid time off (known as Discretionary Time Off - DTO)
- Wellness Program, including ClassPass & Employee Assistance Program
- Tuition Reimbursement
- Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage
A reasonable estimate of the base compensation range for this position is $58,700 - $79,400 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; specific geographic location; internal equity; internal pay ranges; and market data/range parameters.
EEO Commitment
EEO Commitment
PowerSchool celebrates a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accomodations@powerschool.com.
Salary : $58,700 - $79,400
