What are the responsibilities and job description for the Customer Success Manager position at Stukent?
We are searching for a new Customer Success Manager to join us on our mission to help educators help students help the world. At the heart of our mission is the educator, and in the CTE division of Stukent, good things happen if we take care of our K12 teachers. The Customer Success Manager (CSM) role serves on the front line of the teacher experience. This person is motivated by solving problems for teachers and making sure they are set up for success. If successful, our teachers will continue using our products, which drives revenue growth and retention for the company.
This role is for a humble, hard-working, self-starter, with excellent communication skills. This person wants to constantly improve the teacher experience, is obsessed with learning and sharing learnings, is persistent and perceptive, collaborative and kind, detail-oriented and diligent, strategic and has a strong work ethic, and is someone who enjoys the value of having fun along the way!
As a CSM in the CTE division of Stukent, your ultimate goal is teacher retention and upselling. This is achieved through developing relationships with teachers by leading onboarding, training calls, tracking usage, owning the renewal process, and solving teacher issues as they arise throughout the year.
Note: This position is open to in-office (Idaho Falls) and remote candidates. Candidates operating on Mountain Standard/Daylight or Pacific Time preferred.
Essential Duties and Responsibilities
- Own and grow the schools in your region by helping your teachers be as successful as possible with the Stukent CTE resources
- Conduct video calls to onboard / train teachers, and respond promptly and professionally when they send questions or have issues
- Demonstrate excellent communication skills, both written and verbal, with every teacher, every time
- Regularly schedule and hold onboarding trainings and demonstrations
- Daily outreach to existing teachers to manage their success with our products
- Learn and become a product expert of the Stukent CTE resources
- Conduct renewal calls to determine the likelihood of a renewal, and any opportunities for upselling on products they are not yet using
- Prepare and send price quotes for renewals
- Actively find solutions for the issues at hand, this will include working with others on the team, and cross-departmentally
Knowledge, Skills, and Abilities Required
- At least 2 years of experience in sales or customer relationship management preferred
- Bachelor’s degree preferred
- Classroom experience is a bonus
- Patience and tolerance in escalated customer situations
- Obsessed with giving teachers world-class service
- Strong computer and technical literacy
- First-rate communication skills, both written and verbal
- Typing skills are proficient and high speed
- Proficiency in Microsoft Office and Google Drive
- Experience with CRMs is a bonus
- Excellent organizational skills
- Ability to handle multiple channels of customer requests simultaneously
Stukent is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability status.
