Customer Success Manager

Essential Duties and Responsibilities

Customer Service and Retention

Serve as the first and primary point of contact to manage and nurture a portfolio of K-12 accounts to maximize satisfaction, retention, and growth

Train and onboard new K-12 customers through the implementation process, ensuring a seamless post-sale transition

Provide ongoing professional development to existing customers on new features and when they assign new contacts or expand usage of their program

Organize and facilitate regular customer meetings to ensure a thorough understanding of the needs of each customer's online learning program; drive high levels of satisfaction through consultative recommendations

Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address areas of concern

Review account and usage data on a regular basis and ensure corresponding, tailored outreach to each customer

Consistently engage with customers and uncover the "Whys?" behind their feedback to identify root causes and opportunities

Communicate all product enhancements, technological updates, and other pertinent information to customers in a timely and professional manner

Regularly monitor customer attrition risks; outline and document proactive solutions to minimize and mitigate flight risks within your assigned portfolio

Manage difficult customer feedback with high levels of tact and diplomacy

Build relationships by providing consistent value and fostering customer loyalty

Maintain a clear understanding of customer contracts, including pricing, renewal details, and SLAs, through the company's CRM platform

Demonstrate a clear understanding of all course offerings and technical requirements of the program

Resolve customer issues promptly and ensure a positive customer experience

Collect, evaluate, and act on customer data to inform relationship-building and enhancements

Demonstrate the product to existing and prospective customers, as needed

Travel to visit customers or attend conferences and trade shows, as needed

Speak and present at trade shows and conferences, as needed

Customer Growth and Expansion

Proactively identify customer needs and promote tailored solutions

Educate customers on solution value through data-informed relationship building and communication

Consult with customers on K-12 online learning best practices and Harris Digital Learning's solutions

Encourage customers to expand their licensed products and services

Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal, in joint communication with assigned Sales personnel

Participate in customer expansion projects, as assigned

Cooperation with Internal Teams

Collaborate with internal teams (e.g., Teaching Staff, Course Development, Sales & Marketing, Product and Software Development) to troubleshoot issues and propose enhancements

Attend regular internal meetings and act as the customer representative to ensure that decisions made are customer-focused and data-informed

Assist with customer requests to ensure messaging is consistent, timely, and aligned with each customer's needs

Find a balance between customer needs that will drive revenue and retention, as well as keeping the best interest of Harris Digital Learning in mind

Required Skills and Qualifications

Experience in account management, customer success, and/or K-12 online learning

Keen discernment for solutions that are beneficial to both the customer and Harris Digital Learning

Excellent communication, negotiation, and interpersonal skills

Strong listening and questioning skills to gain a strategic understanding of customer needs and challenges

Ability to build relationships with educational leaders, including principals and superintendents

Strong understanding of curriculum and instruction

Familiarity with Microsoft Office (Excel, PowerPoint, Word, Outlook), Google Drive, and online technologies

Ability to analyze data to measure account performance

Experience using customer relationship management (CRM) systems or inbound marketing, sales, and customer service platforms

Strong understanding of project and program management

Proactive, organized, and adept at managing multiple accounts simultaneously

High degree of flexibility and demonstrated ability to thrive in a fast-paced work environment

Ability to work and think independently within a framework of best practices

Excellent writing skills

Education and Experience

Bachelor's degree in education, business, or a related field with 5 to 7 years of experience in account management, customer success, or the online learning space

Three to five years of working in a traditional (brick and mortar) or virtual school, OR previous experience in customer success or sales in an educational setting

Experience facilitating or participating in an e-learning or online learning course preferred

Performance Metrics

Client Net Promoter Scores and feedback

Customer retention and attrition risk mitigation within assigned portfolio

Account growth (renewals, increased enrollments, and upsells)

Timely resolution of client concerns and issues

Appropriate escalation of client issues

Contribution to overall Harris Digital Learning revenue goals

Salary range: $45,000 - $50,000 per year.