Own overall relationship with assigned clients during full life cycle of client relationship from implementation, to add-on and extension of contracts, to daily customer support KPI measurements
Build and maintain strong client relationships that allow for open communication and trust
Give strategic demonstrations and product overviews related to specific features or use cases that are relevant to the customer
Provide continuing education for customers to maximize product usage, identifying new or unused features that could provide value for your customer and represent an upsell opportunity for SchoolMint
Be accountable for the success of the customer journey for your portfolio accounts as measured by both the health score and gross revenue retention and expansion for each account
Analyze key metrics of customer usage and identify opportunities for improvement
Build relationships with multiple departments to coordinate customer needs and resolve outstanding issues
Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
Some travel (nationwide) is required for onsite customer visits for key deployment projects, training sessions and/or any other special circumstances that require an onsite presence.
5+ years of software/B2B customer success, project management or related experience
Strong project management background in a customer relations/ account management environment using a consultative approach.
Self-motivated, proactive team player with innovative ideas to drive customer loyalty and retention.
Demonstrated success in managing enterprise-wide deployment and training to individuals, groups, organizations, schools or districts
Superior follow-through. Build trust and credibility with customers by consistently delivering answers and/or resources on-time
Comfortable presenting and running online customer meetings to all levels of an organization
Strong analytic and strategic thinking required – be able to take customer concerns and orchestrate resources and tactics to address them
Experience using Microsoft Office or GSuite, CRM familiarity (Gainsight, Totango and Salesforce), and audio/web conferencing (Slack, Zoom, etc) required. Experience with ZenDesk and JIRA a plus.
Preferably, having experience and/or the ability to comfortably discuss student behavior management methodologies and best practices to all levels of stakeholders within a school environment such as faculty, school leadership and district-level personnel. (Bonus)