Customer Success Manager, K12

Posted about 1 month agoViewed

💎 Seniority level: Manager, 3 years

📍 Location: AZ, CO, CT, DE, FL, GA, IL, IN, KY, LA, ME, MD, MA, MI, MO, NE, NV, NH, NJ, NY, NC, OH, OK, OR, PA, SC, TN, TX, VA, WA, DC, WV

💸 Salary: 65000.0 - 125000.0 USD per year

🔍 Industry: K12 education

🏢 Company: Niche👥 51-100💰 $2,500,000 Seed almost 11 years agoSocial Media Marketing Software Social Media

🗣️ Languages: English

⏳ Experience: 3 years

🪄 Skills: Data AnalysisSalesforceCommunication SkillsAnalytical SkillsCustomer serviceExcellent communication skillsProblem-solving skillsAccount ManagementClient relationship managementCRMCustomer supportCustomer Success

Requirements:

Bachelors degree required
A strong understanding of Salesforce is required
3 years of experience in a customer success role
Preferred experience in the K12 education market
Someone who is data-driven, problem-solving, and inquisitive
Exemplifies Niche’s core values: We do right by each other, We play to win. Not to not lose., We make no excuses., We embrace a growth mindset.
Experience with digital marketing and Google Analytics preferred
Excellent communication and interpersonal skills
Strong analytical and problem-solving abilities
Customer-centric approach with a focus on building trust and rapport
Ability to manage a portfolio of accounts effectively
Understanding of the product or service and its value proposition
Data-driven literacy to analyze customer retention and identify trends

Responsibilities:

Manage a full account portfolio and relationships with customers to drive long-term adoption and high client health
Serve as the primary point of contact and manage customer communication by proactively engaging with customers: communicating via email and phone, and conducting formal business reviews (overall and by product)
Cultivate a trusted advisor relationship with stakeholders and executive sponsors
Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
Maintain overall health of accounts to ensure account success increases
Manage customer onboarding for new customers via the handoff from the net new sales team
Collaborate with Operations to ensure the IS team has everything they need to implement successfully
Collaborate with technical support to assist in triaging customer technical issues or product questions
Identify opportunities and work with Account Managers to help be the conduit to allowing them to drive expansion within current accounts
Conduct ongoing customer training
Present product demonstrations
Support customers and solve problems for specific and individualized use cases
Strong understanding of the platform and product suite
Serve as the voice of the customer to drive improvement and provide a customer feedback loop to product and data teams
Meet personal quarterly and annual dollar retention goals

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