Apply📍 USA
🧭 Full-Time
🔍 EdTech
🏢 Company: Everway
- Proven experience (3+ years) in a customer success, account management, or related role, ideally within EdTech or SaaS.
- Strong verbal and written communication and interpersonal skills, with the ability to build trust and rapport with a diverse range of educational stakeholders.
- Ability to analyze data, identify trends, and use insights to drive customer engagement and outcomes.
- Excellent organizational and time management skills, with the capacity to manage multiple accounts and prioritize tasks effectively.
- Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.
- Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs.
- Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start.
- Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction.
- Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs.
- Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience.
- Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators.
- Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks.
- Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning.
- Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value.
- Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning.
- Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting.
Data AnalysisSalesforceCustomer serviceAccount ManagementRelationship managementCRMCustomer SuccessSaaS
Posted 13 days ago
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