Responsibilities
- Manage and deepen relationships with a portfolio of K-12 customers, drive renewals, reduce churn, and increase customer satisfaction
- Oversee and support customer needs within a pooled model, ensuring equitable distribution of work and consistent service delivery across the team.
- Lead annual retrospectives sharing compelling data around usage and growth and identifying actionable feedback
- Proactively understand customers’ needs and ensure they maximize engagement with their SchoolMint solution(s) by growing customer product usage and up-selling new features and related SEM offerings
- Work with customers to understand their strategic enrollment process and project goals, translate that process into a configuration plan for the SchoolMint software, and assist customers to successfully reach each milestone
- Support annual critical milestones from updating applications to refining processes to working with internal data and technical resources to update student data.
- Monitor customer health through data analysis of product use, support inquiries, NPS scoring, and other health criteria
- Facilitate internal QBRs to proactively mitigate risk and identify upsell/cross-sell opportunities
- Drive new business growth through advocacy and referrals
- Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction
- Create, own, and execute key stakeholder trainings through product knowledge
- Collect and manage product feedback from customers to share with our product team and participate in conversations advocating for an improved customer experience
- Collaborate with team members across Support, Professional Services, Customer Success, Onboarding, Product, and Engineering as needed to resolve issues and deliver great customer experiences.
- Contribute to team initiatives, including the creation of knowledge, processes and tools to improve the efficiency and productivity of SchoolMint customer success
- Collaborate with peers on best practice sharing and solutions
Requirements
- 2-3 years of experience in account management or CX roles at SaaS technology companies
- Passion for improving education
- Strong communication, presentation, and negotiation skills, with the ability to inspire others
- Analytical and process-oriented mindset
- Demonstrated ability to manage large, multi-stakeholder projects with exceptional results
- Self-driven, persistent, and assertive
- Enthusiastic lifelong learner
- Strong empathy for customers and passion for revenue and growth
- Excellent organizational and time management skills
- Technical aptitude with a solid understanding of technology and how a product works
Nice to Have
- Associate Project Manager, PMP®, or similar certification
- Prior experience with Strategic Enrollment Management (SEM) and/or SchoolMint Products is a significant plus
- Bachelor's degree
- Subject matter expertise in education technology
- Salesforce, Planhat, and/or similar CRM and Customer Success platform experience
- Significant fluency in Spanish (read, write, speak) or other languages is a plus!
Benefits
- Comprehensive Health Benefits: Medical, Dental, Vision, Employee Paid Life Insurance, and Disability Insurance.
- Generous PTO: Paid Time Off, Sick Days, Birthday Floating Holiday, Wellness Floating Holidays, Volunteer Day, and Winter Recess.
- 401(K): Including employer contribution after a 90-day waiting period.
- Professional Development: Educational Assistance Program, industry conference access, and internal training resources.
- Inclusive Culture: Work in a no-jerks-allowed environment where teamwork and creativity are central to our success.
Work Arrangement
Hybrid
Additional Information
- Travel possibly required up to 25%
