What are the responsibilities and job description for the Customer Success Manager position at Wilson Language Training?
Customer Success ManagerDepartment : Customer ExperienceLocation : Here at Wilson Language Training, we are committed to working together for our mission to achieve literacy for all. We believe literacy is a fundamental right and should be attainable for all people. We strive to reflect this belief in our work.The success of our team members is no less paramount. We-re dedicated to ensuring that every Wilson employee experiences truly satisfying professional development while feeling inspired to bring their authentic selves to work. Are you ready to be a changemaker?Wilson Language training is growing and is looking to hire a Customer Success Manager (CSM) to join our team.The CSM will serve as the primary point of contact supporting a portfolio of customers and is responsible for managing account relationships, supporting ongoing program implementations, and working collaboratively across the organization to ensure customer and business goals are met. The Customer Success Manager is responsible for ensuring customers have a great experience and is expected to retain existing business and support expansion within their account portfolio.The ideal candidate has a positive attitude, a passion for solving customer needs, practical communications skills via phone and email. This position will be responsible for post-sales support, building and maintaining customer relationships, handling customer inquiries, and overall customer satisfaction and retention. As the voice of the customer, you will also work closely with the Onboarding Team, Sales Team, and Professional Services Team, promoting a Customer Centric culture within Wilson Language Training.Essential Job Functions : Engage customers as part of an assigned portfolio, build strong working relationships with K-12 school leaders, and sustain business growth and profitability by maximizing valueContinually surprise and delight customers with a proactive, customer-centric attitude, resolving customer requests and complaintsWork with other internal teams to ensure seamless transitions throughout the customer journeyMinimize churn and optimize user adoption to drive renewals and expansionCollect customer feedback and communicate to appropriate internal stakeholders as part of the ongoing improvement cycleEnsure high customer engagement and satisfaction as measured by retention, health score, expansion opportunities identified, and CNPSAnalyze customer data to improve customer experienceWorks collaboratively with several internal teams as well as other members of the Customer Success Team to hone an efficient metrics-driven customer success unitCommunicates a clear and thorough understanding of the organization-s products, offerings, and policiesCollaborates with multiple product teams to stay informed of all new and ongoing developments and projectsUnderstand and display WLT-s valuesOther duties as assignedMinimum Requirements : Skills and ExperiencePassion for servicePatient and active listenerKnowledge of best practices in customer service and retentionExceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance.Self-awareness, decisive judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal orientation.Proficient with applicable software applicationsExcellent communication and interpersonal skillsExperience in the field of education, school / district leadership, educational publishing / technologyHighly organized and able to juggle multiple tasks and prioritiesSelf-driven and proactive natureDemonstrated leadership qualitiesHigh computer literacy and ability to learn new softwareTeam-first mindset with a focus on continuous improveEducation or CertificationBachelor's Degree or related work experienceWilson has identified the anticipated pay range for this role based on the many factors that we consider in defining compensation levels for our roles, including market data, and internal equity considerations. Actual pay, and allocation between base and any target discretionary bonus, will vary based on geographic location, education, work experience, skills, market data, and internal equity considerations. Wilson offers competitive benefits, including : Medical, dental, vision, and Life & Disability Insurance401k plan with partial employer matchPaid Time OffPaid holidaysTuition reimbursement-O-Connor days,- which refers to a company-wide office closure between Christmas and New Year-s Eve, as well as other perks.Anticipated Salary Range : $51,000 - $74,000.Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace.? M / W / D / V
Salary : $51,000 - $74,000
