Associate Customer Experience Manager


Associate Customer Experience Manager

@ SchoolMint

The Role:

  • 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 Tecnical 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%


About You:

  • 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

Even Better:

  • 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!

How to Apply:

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Location: Lafayette, LA
Date Posted: May 14, 2024
Application Deadline: July 15, 2024
Job Type: Full-time