SchoolMint is actively looking for an Associate Customer Experience Manager to join our Customer Experience team.
The role reports to the Manager of Customer Experience.
The Associate Customer Experience Manager is responsible for ensuring schools have a happy and successful experience with SchoolMint.
Ultimately, the Associate Customer Experience Manager ensures our customers excel at using their SchoolMint products, provides coaching and training on the product, helps support a prompt resolution to any issues our customers face, increases customer usage of and capacity in SchoolMint’s SEM products, ensure high rates of gross and net customer renewal (>95%, or as specifically set by management from time-to-time), drive customer referrals, and ensures our customers realize the ROI of their SchoolMint solutions.
The Associate Customer Experience Manager does not have HR responsibilities, but is a foundational member of the Customer Experience team entrusted to work with our smaller accounts and consistently deliver positive customer outcomes.
What You’ll Be Doing
Manage and deepen relationships with a portfolio of charter schools and small district partners, drive renewals, reduce churn, and increase customer satisfaction
Lead annual retrospectives sharing compelling data around usage and growth and identifying actionable feedback
Work with customers to understand their strategic enrollment process and project goals, translate that process into a configuration plan for the SchoolMint software, and assist customers to successfully reach each milestone
Proactively understand customers’ needs and ensure they maximize engagement with their SchoolMint solution(s) by growing customer product usage and up-selling new features and related SEM offerings
Support annual critical milestones from updating applications to refining processes to working with internal data and technical resources to update student data.
Monitor customer health through data analysis of product use, support inquiries, NPS scoring, and other health criteria
Drive new business growth through advocacy and referrals
Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction
Create, own, and execute key stakeholder trainings through product knowledge
Collect and manage product feedback from customers to share with our product team and participate in conversations advocating for an improved customer experience
Collaborate with team members across Technical Support, Professional Services, Customer Experience, Implementation, Product, and Engineering as needed to resolve issues and deliver great customer experiences.
Contribute to team initiatives, including the creation of knowledge, processes and tools to improve the efficiency and productivity of SchoolMint Customer Experience
Collaborate with peers on best practice sharing and solutions
Travel possibly required up to 25%
1-2 years of experience in account management or CS roles at SaaS technology companies
Repeatedly demonstrated experience driving the adoption of technology/SaaS solutions
Passion for improving education
Strong communication, presentation and negotiation skills, with the ability to inspire others
Analytical and process-oriented mindset
Demonstrated ability to manage multi-stakeholder projects with exceptional results
Self-driven, persistent, and assertive
Enthusiastic lifelong learner
Strong empathy for customers and passion for revenue and growth
Excellent organizational and time management skills
Technical aptitude with a solid understanding of technology and how a product works
Associate Project Manager, PMP®, or similar certification
Prior experience with Strategic Enrollment Management (SEM) and/or SchoolMint Products is a significant plus
Associate’s or Bachelor's degree
Subject matter expertise in education technology
Salesforce, Totango, and/or similar CRM and Customer Experience platform experience
Significant fluency in Spanish (read, write, speak) or other languages is a plus!