Job Description
About the job Senior Customer Success Manager - Remote
This role will manage the customers student achievement goals and work collaboratively across the organization to ensure those goals are met. As the Sr. CSM, you will be encouraged to collaborate with sales partners to retain existing business and will support expansion within your accounts. This is an exciting role that requires a proactive attitude, strategic problem-solving capabilities, the ability to motivate your Clients, and strong analytical skills.We require all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided.Responsibilities:Lead the entire customer journey
- Own strategic customer engagements from launch through the post-sale customer lifecycle, being accountable for account success and retention for some of our largest district partners
- Monitor implementation progress and account health, and maintain knowledge of project status to communicate to customers and internal partners
- Conduct quarterly impact reviews to document success to date, review adoption and usage metrics, align on district priorities, provide adoption and usage recommendations and align our product roadmap with customer needs
- Determine order and priority of account issues and help to implement solutions or workarounds, coordinating with internal teams; communicate with district/school personnel to provide timely updates on issue resolution
- Accurately report and monitor the health of customer deployments and drive corrective action plans where needed
- Partner with sales team to facilitate subscription quotes and contract renewals
- Demonstrate ability to work independently and to collaborate effectively across team functions
Form close relationships with our customers
- Strong executive presence at the VP level and above, demonstrate ability to seamlessly participate in discussions with business and technical leadership
- Develop strong partnerships with account leaders across District departments, especially at the Executive level to set multi-year student achievement strategies
- Act as a trusted advisor and coach, define and measure / confirm the realization of our customer's curriculum objectives through the use of our programs
- Participate in district steering committees and events, be available for regular site visits, build district reports as needed
- Act as a primary point of contact for district leaders and educators, working in close collaboration with Sales and Professional Learning to deliver an outstanding customer experience
- Able to mitigate risks by being resourceful and an independent problem-solver
Deliver business value
- Develop and maintains a deep understanding of customer contracts and district requirements to ensure compliance with terms and proactively make recommendations
- Review and analyze account data to understand usage trends, sharing key insights with customers to inform ongoing curriculum strategy
- Lead regular check-in meetings with customers including goal setting and impact reviews to ensure account progress towards strategic goals and teacher and student performance; build and distribute meeting minutes and provide regular updates for assigned accounts that drive continued return on investment
- Understand customers needs and priorities to optimize the use of the product portfolio
- Monitor the adoption rates of assigned accounts; help align customer use case with their business objectives
- Adept at working in fast-past environments
Maintain operational excellence
- Implement complex project plans for our largest districts multi-product implementations that involve multiple work streams and internal partners
- Lead and coordinate development of Professional Learning plan for customers, collaborating with product specialists as needed
- Maintain expertise across the suite of products to advise accounts across all curriculum needs
- Proactively identify risks and alert stakeholders of launch readiness blockers encountered during onboarding and/or post-launch activities
- Confidently serve as the districts contract guide and understand scope of work and implementation
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