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.