What are the responsibilities and job description for the Supervisor, Customer Success position at PowerSchool Group LLC?
Team Overview
This position, under the general direction of the manager, supervises employees that are the identified PowerSchool Customer Success Managers for our award-winning K- 12 software customers. This position ensures our employees engage and drive customer retention while serving as the single point of contact for projects, escalations and releases with a strong focus on customer service that is designed to maximum customer satisfaction for our large customers. This position will further support customers and will communicate via telephone and written internet-based communication. Additionally, this position will be responsible for the development of employees and driving results.
Responsibilities:Description
- Monitor and driving all performance goals
- Answer, evaluate, and prioritize escalated customer concerns
- Ensure your team builds relationships within enterprise customers to become a trusted advisor, to oversee their adoption, and promote best practices to continually drive incremental value and return on their investment
- Prepare weekly reports and lead weekly team meetings
- Partner with other PowerSchool customer-facing teams
- Ensure compliance with organization metrics at team level
- Addresses any performance management issues with employees
- Mentor, coach, and develop employees
- All other responsibilities, as assigned
Minimum Qualifications
- Bachelor’s degree or equivalent work experience
- 3 years’ prior experience in a customer-facing role
- 2 years’ prior experience in direct client support role
- 0-2 year’s prior supervisory experience
- Proficient in Microsoft Office suite
- Salesforce experience required
- Prior CRM experience required
- Excellent customer service, presentation, and conflict resolution skills
- Excellent attention to detail and time management
- Strong oral and written communication skills
- Ability to mentor and coach employees
- Partner with your team on their professional development plans
Preferred Qualifications
- Familiarity with Success organization’s processes and procedures
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 $67,500 - $86,400 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
Salary : $67,500 - $86,400
