Customer Success Manager I

Overview:

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

Team Overview

Our Success team ensures our partners in educational technology achieve their desired outcomes, serving as champions of our customers' needs. Through collaboration, strong relationships, and advocacy, the Success team positively impacts customer retention through proactive engagement and delivering excellence to our customers.

Responsibilities:

Description

The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth.

Your day-to-day job will consist of:

Owns the overall relationship with the customer

Project Manages a portfolio of accounts in order to achieve long-term success and ensure retention and renewal rates of portfolio

Accelerate the contract renewal process and ensure customer satisfaction

Lead discussions around forecasting and customer health with customers & internal stakeholders

Accurately maintain a forecast of renewals and a dashboard of customer status

Answers, evaluates and prioritizes incoming telephone & email requests for assistance from accounts in all customer segments who may be experiencing problems with hardware, software, networking and other computer-related technologies

Resolve conflicts and provide solutions to customers in a timely manner

Builds relationships with customers to become a trusted advisor, oversee adoption of PowerSchool products and services, and promote best practices to continually drive incremental value and return on their investment

Periodically evaluate “big picture” themes and patterns. Assist in driving resolution cross-functionally to prevent larger issues from occurring

Collaborates with sales teams to ensure growth attainment and increased footprint

All other duties as assigned

Qualifications:

Minimum Qualifications

Bachelor’s degree or equivalent work experienced

3 years’ prior experience in renewals, account (BOB) management, customer success, preferably Software as a Service (SaaS)

1-2 years’ prior experience in direct client support role

Strong negotiation and interpersonal skills

Must thrive in a fast-paced, ever-changing environment

Articulate communication skills with the ability to drive a phone & video conversation

Ability to effectively prioritize and escalate customer issues as required

Proficient in Microsoft Office suite

Prior Salesforce, CRM, and Gainsight experience preferred

Strong attention to detail and time management

Strong oral and written communication skills